In transitioning to this role I was able to deliver:- Streamlined training for new contractors and staff- Communication between Exchange On-Prem to Exchange Online Project, and upgrade of internal ticket system, and the Service Desk- Assist with the role-out of Microsoft 365 2016 applications, upgrading computers from Microsoft Office 2007- Worked as a technical resource on the update of core CRM project - Establish a unique key for each employee in active directory for matching against their employee ID from the internal ERP for automated staff onboarding, updating, and off-boarding- Design and implement the access controls, security groups, shared mailboxes and their permissions for a major restructure in the main operational arm- Implement and manage the new phone system for service desk calls

In this role I was able to:- Be a core team-member in the device refresh of 100+ computers and monitors in Brisbane, Sydney, and Melbourne offices- Build and design the new documentation platform- Document core SOP's to be used across the team- Provide remote support and assistance to all capital cities- Begin training new staff and contractors, even while still in probation- Resolve 100+ user issues and requests per a day- Work with third-party vendor to diagnose, locate, and replace a batch of laptops that had been deployed with a hardware fault- Work with the project team for upgrading Exchange On-Prem from 2007 to 2013- Begin deploying and designing SCCM packages for applications and for user self-install/repair- Be a key contact for VIP clients (C-Suite, Board Members, and Executives)- Provide support at conferences for Board Members and their devices- Establish strong rapport with key staff members to ensure communication and resolution of IT related issues- Moved 80+ desks, including monitors, cable management and then provide end-user support the next day- Progressed from very limited knowledge of Active Directory and PowerShell to writing scripts for user auditing and remediation- Assisted in implementation of group policy objects targeted at physical locations for network drive mapping, distribution list management, and VPN policy management

In this role I provided first level support for Coles stores nationwide. This included devices such as POS, desktops and servers, self-service check-outs. Key to this role was solving issues quickly and efficiently without being able to physically see devices that were having issues over the phone. Liaising with third-party vendors for physical on-site repair and printer repair was also emphasised with making sure the right information is provided to ensure a quick turn around on solving POS issues. It also included some management of user accounts via active directory and establishing KB article links as resolution on tickets in ServiceNow to ensure documentation was relevant and up-to-date.

My responsibilities while at SoftLayer were: - provisioning new servers to order- running maintenance on running servers including hot-swapping PSU and replacing faulty drives- running inventory audits to maintain inventory levels and ensure missing stock was located- troubleshooting OS deployment errors for windows and linux (redhat and ubuntu)- troubleshooting defective hardware- building out new server racks including network cable management, rail installation, racking and connection of core switching

My responsibilities while working at MacDonald's included: maintaining a clean kitchen, making menu items within a certain quality and time frame, maintain stock and reporting low stock to managers.