Information Security · DarkTrace · Crowdstrike Falcon · Cybersecurity · Microsoft Azure & 365 · Vulnerability Analysis · Meeting Challenges · Solution OrientedProud team member of our superstar Asta SD teams

Private business delivering after hours IT support and electronic repair services to outsourced customers for networks, desktop, service, and PC support. Sourced and secured a loyal, repeat client base of small, medium and large businesses. Installed, maintained and troubleshot DSL, NetGear, Exchange and communication systems.Technologies: Windows NT4 servers, Win2K Professional and Server systems, Windows 10/8/XP/ME/9x, Windows Small Business Server 2K, RedHat Linux v2.2.14 (Kernel), Ubuntu, Apple Mac OS/X, iPhone/iPad, Netware v5.1, Trend Micro Antivirus suites, e-Commerce suites, Microsoft SUS Update Services Management and Deployment, Exchange 2000 Server, ISA 2000 Server.

Responsible for Level 1, 2 & 3 helpdesk queue calls Australia wide for TEK Support Pty Ltd MSP (Managed Service Provider) clients via phone, email, remote & on-site client support of all technology systems, networks, desktops including remote working solutions, 50+ MSP clients via a rotating roster which included BAU, on-call, on-site & project support in an SLA environment. Performed system administration, troubleshooting Windows/Mac desktops & Windows server issues.Built & customised HP/Dell/Apple MacBook desktops & laptops with BitDefender GravityZone AV & Distributed Cloud backup agent apps. Supported Hyper-V/VMware/vSphere client infrastructure. During COVID-19 lockdowns have also provided remote support to clients in WFH using undocumented home environments.Chased up issues regularly to ensure that they were being addressed in a timely manner including Datto support.Company SME for BitDefender GravityZone AV suite.KEY ACHIEVEMENTS★ > 90% FCR (First Call Resolution) of assigned helpdesk tickets closed★ Took ownership of difficult customer issues & addressed tough problems★ Support & administration experience using Office 365 | Assisted remote clients with Office 365 support issues, migrated/adjusted access & removed Office 365 mailboxes via BAU & project support★ Updated support, team documentation & mentoring colleagues★ Helped to maintain FortiGate Wi-Fi & WAN link solution at client sites as well as Cisco switch/routers & FreeBSD firewalls★ Desktop & Device Support | Level 1 & 2 support for 70+ MSP clients located Australia wide. Mainly Windows 10 desktop/laptop, HP/Dell/MSI Cubi, FreeBSD & Apple macOS desktop/MacBook client users★ Systems Administration | First, second & third level support for Active Directory (AD) with Office 365 & Server 2012/16/19, Hyper-V & Exchange 2016/2019★ Monitoring | Monitored client systems using Nagios, Datto BCDR, BitDefender GravityZoneAV portals & actioned alerts, Performed in-depth investigations & audits

Responsible for supporting all systems, networks, desktops and Avaya telephony infrastructure including video, VoIP and a 24/7/365, 150 agent contact centre with remote agent capability. Led enhancements with vendors, upgrades, performed system administration, troubleshooting and user-support. SME on Avaya and Verint telephony / contact centre solutions.KEY ACHIEVEMENTS★ Successfully completed a secondment as Department Manager, with formal recognition from the CEO. ★ Improved critical ITSM and business processes, reduced user creation cycle times from 1 week to < 1 hour. Authored 100+ ITSM documents and guides.★ Introduced a 24/7/365 help-desk through tender process, following rigorous auditing and documentation of all ICT infrastructure.TELEPHONY INFRASTRUCTURE SUPPORT AND ADMINISTRATION► Level 3 support for Avaya PABX, gateways, AUDIX voicemail, wallboards, Avaya Call Management System (CMS), Site Administrator, Expanded Meet-Me Conferencing (EMMC), call recording systems (Verint v9, v11), handsets, Polycom and Avaya conference phones, and headsets. ► Managed all telephony configuration changes, designed call flows, announcements, customised reporting and wallboard display solutions. Configured disaster recovery scenarios, performed UAT and PVT for call flow changes. ► Developed remote agent solution with Avaya One-X Agent. NETWORK, SYSTEMS SUPPORT AND ADMINISTRATION► Administered Aerohive Wi-Fi solution, Cisco and Linksys switches, Cisco ASA and PIX firewalls. Level 3 support for network - managed large network migrations.► Level 2 and 3 support for 140 Windows 7 desktop users. Administration of OSX on Apple iMacs and laptops. Supported Android phones, iPhones, iPads and Apple TVs.► Level 3 support for Active Directory (AD) and Exchange. Managed Ubuntu servers. PHP / web page maintenance, and Squid web proxies.► Authored 100+ support, end-user, training, checklists and knowledge-base documents.► Proactive hardware monitoring (Nagios)

Lead network upgrades, refreshing Cisco switches and routers across 30+ ANZ sites. Performed network audits and network cutovers, mentored and supported junior staff and provided an escalation point on complex issues.KEY ACHIEVEMENTS★ Due to outstanding performance, quickly selected to lead the most complicated site cutovers and perform complex network audits at remote locations including Kiribati Island.

Field support and deployment of desktops, notebooks, peripherals and POS equipment using an SOE deployment framework with a mix of Windows XP & Windows NT systems

Deployment engineer / SME managing PC and Point of Sale (POS) hardware deployment and support in large retail stores.

Help-desk role, leading the identification and resolution of AS/400 user session issues affecting users for nearly 2 years.

Managed hardware deployments and provided technical support at Commonwealth Bank metro and rural sites.

Deployed desktops and notebooks to strict EDS / Fonterra specifications. Provided troubleshooting support onsite. Managed migration of user data and peripheral equipment.KEY ACHIEVEMENTS★ Received special commendations from senior management at EDS for highly successful deployments.

Level 2 application and help-desk call escalation support. Prepared systems and support documentation, created knowledge base systems, supported workflow, billing, asset management, and graphic information systems. Implemented a cloud based knowledge management system (knowledgebase.net). Government-owned water retailer with turnover of $350M annually. Yarra Valley Water provides retail water and sewerage services to 1.5M people in the city’s northern and eastern suburbs

Deployed desktops and notebooks to strict SOE specifications. Provided troubleshooting and became key contact point for dispute resolution between clients and NAB management. SAP & Sun UNIX workstation support.

Key contributor in 55-member team, building 250+ desktop and notebook systems. IT Helpdesk support.

IT support and administration for 100+ systems, SOE, Exchange, and desktop applications.

IT Support, levels 1-3, Windows and Linux (Red Hat, Solaris, BSD) system administration. Software application testing.

Leadership role managing the development, maintenance and support of all IT systems including desktop applications, Windows, UNIX, intranet and networking. Delivered ISO9002 compliance. Component level repair of electronics systems.

Electronic, component-level diagnosis and repair.Items supported: Spirit, XL20/40, GA xx20, Sabre 32000 Series minicomputers, Printronix, Tally, Genicom, Prowriter, and Dataproducts high-speed line, laser, and slip printers, ADM 11-32, Wyse 30-60, VTE 6 & 200 visual terminals, PICK & MS DOS operating systemsTechnologies: Z80, 803x/804x/808x/680x/680x0 microprocessors/microcontrollers, oscilloscopes, spectrum analysers, logic state analysers, electro-mechanical systems, magnetic core memory, Digital PDP minicomputer systems, RK05 disk drives

Component level repair on high security, microprocessor (803x/4x) based alarm systems. Required high security clearance.