Kim Harding Email & Phone Number

Melbourne, Victoria, Australia

At Tilt Renewables I serve as the primary contact for all level of IT requests and incidents. I am responsible for purchasing, invoicing, configuration and deployment of all user accounts and hardware. I take pride in configuring and managing tidy, up to date systems, using automation to aid in reducing user error and time taken for tasks.I have configured many applications, updating username logins for external systems for single sign on and deploying new systems from scratch.I work heavily in the Intune environment, automating application deployment, asset management, compliance. I am currently working on updating windows from Windows 10 to Windows 11, ensuring adequate testing is completed prior to wide scale deployment to reduce user impact.I am working on automated ticket creation and reminding of certificate expiration. My automations in FreshService aim to reduce the amount of time users and IT spend on tickets. A major goal I have is to automate the service request process so that users place the request, it is approved and provisioned without IT interaction. Some achievements I am proud of at Tilt are configuring a signature script where users enter their email and it sends them an email with a new email signature, pulling data from AzureAD. This was configured with HTML, as Power Automate has limited email configuration options. I have setup Veeam for Office 365 from scratch and configured regular backups that are reliable and alert when anything is wrong. I have configured follow-me printing with PaperCut across 2 offices. This involved deploying installations of the PaperCut node remotely to our intune-joined Windows devices. I arranged a relationship with an E-Waste recycler Enable Australia. I also arranged a program for our working E-Waste, whereby users could “buy” their old Tilt owned device by donating to an organisation they feel passionate about.

Melbourne, Victoria, Australia

Melbourne, Australia

Assisting users in the transition to working from home during the COVID crisis, including VPN training, utilising alternative screen viewer options when VPN was not connected such as Skype for Business. Updating VPN certificates when required and talking users through common issues such as monitor setup and configuration when screen sharing was not available. Onsite IT Support as critical staff, assisting users with all issues, forwarding to vendors if required.Assisting in powering down devices in server rooms for outages, tracing and patching ports where required.Managing tasks and incidents, ensuring proper ITIL process is followed.Ensuring proper approvals are given prior to deploying new hardware and software.Assisting users in Surface laptop reimaging to resolve an ongoing issue with cameras. This included ensuring data loss is avoided and testing VPN.

Melbourne, Australia

System administration, using Google Suite, Office 365, Active Directory, Samba on Ubuntu, Redmine (Incident Management Software), AWS user and machine administrationWriting, testing and provisioning PowerShell scripts through GPOGPO and user account creation and archiving in Active DirectoryHelpdesk Support tasks, such as user assistance with incidents, provisioning new assets, purchasing assets, accessories, and software. Provisioning software and ensuring licence agreements are adhered toSubmitting purchase orders for all purchasesWorking within a team to explore ways to improve company processesParticipating in weekly meetings updating the team and IT Manager of important tasks requiring work throughout the weekSelf-guided study to improve on knowledge gaps in the IT Support teamCommunicating with vendors such as Veeam and Cisco to resolve incidentsConsistently looking at the working environment and finding ways to increase productivity, ease of use, and automation pointsCreating user accounts, deploying Office 365, Administering requested Office 365 licences and enabling add-on licences to Office 365 AccountsAssisting in the DevOps space with creating Gitlab runners on windows machines to create docker containers.Ensuring continuous improvement, development and troubleshooting of gitlab runners on bleeding edge technology.

Brisbane, Australia

Provided level 1 to 2 support for troubleshooting software and hardware issues to ensure an end solution to all workstation issues both in person and remotely. This was performed across a range of Brisbane City sites.Performed deliveries of hardware using the site vehicle to the various sites when requiredWorking with Networking and Communication teams to ensure resolution to computer network problems, VOIP phone configuration and port issues. Utilised and contributed to the local support knowledgebase. Using ServiceNow to accurately update incidents and requests, assigning jobs to the correct team and working to strict SLA requirements and updating the asset database.Working with external vendors to arrange hardware warranty replacements.Ordering and installing new hardware and software, using SCCM to deploy software to computers, whilst working with the licensing team to ensure licensing compliance.Imaging machines to the correct SOE using SCCM, and ensuring data is securely wiped before redeployment of machines. Assisted users in migrating from Windows 7 to Windows 10, and from Office 2010 to Office 365/2016Checking the Group Policy application of users and assets in Active Directory to assure the correct policies and group memberships are applied for a given users role in the organization.

Brisbane, Australia

Answered and responded to inbound calls, verifying contact information and ensuring accuracy and security of customer identity.Working with various logging systems including iManager and documenting customer issues, ensuring relevant probing questions are asked to deduce the issue at handUsing remote assist and remote troubleshooting programsEscalating unresolved issues to Technical Support

Brisbane, Australia

Installed and configured computer hardware and software by applying high level computer expertiseProvided timely support to users by conducting thorough investigation and diagnosis of incidents and implementing workarounds while the issue was addressedClarified and prioritised tasks and met deadlines to ensure tasks are completed within agreed time framesProvided excellent customer service including coordinating repairs by applying effective organisational and communication skillsAssisted Specialist Administrators with Business As Usual tasks and ProjectsProvided telephone and first person support to end-users of the information technology environment utilising the Help Desk tools including Cherwell Service Manager.Implement a new VOIP telephony system and instruct users as to the correct procedure for using and transitioning.

Darwin, Australia

• Working with customers to accurately notate orders from people from various nationalities and often little English skills• Working within a team in order to deliver the best customer service• Learning the ingredients of the dishes served to enable accurate communication of safe dishes for those with allergies or other eating requirements• Making drinks and carrying trays containing food and drinks• Memorising table numbers and locations, managing and serving over 20 tables• Acting as temporary management, resolving issues when mistakes were made with orders or when the customer was dissatisfied with the service or food

Courthouse, Brisbane

• Worked with customers to discern what is was that they needed in their holiday and what products would suit them• Customer facing role requiring quickly and accurately notating dates, times, names, phone numbers, passport information and more• Mastering over 4 IT systems in a short amount of time• Independently acquiring information about how to complete processes on an intranet

Darwin, Australia

• Worked with customers and other service providers to fix technical issues• Practiced consistent customer service, efficiently processing detailed reports of technical issues whilst sticking to a time limit• Offered support for a wide range of programs with varied functions• Supported troubleshooting and training after the rollout of Windows 7 to over 20,000 users.• Handled confidential information in a professional manner• Worked in a team environment and provided support and training for new employees• Regularly interacted with managers within the Northern Territory Government• Regularly used software including HPSM7 and HPSM9, EPass, Mocha/Mainframe, Citrix Xenapp, Active Directory and Microsoft Exchange.

Bachelor Of Arts - Ba, Linguistics And Japanese Language

Activities and Societies: Studied in Japan for 6 months from August 2017 to January 2018

Exchange Studies, Japanese Language

I studied at Keio University for 6 months on Exchange.

Education record

Activities and Societies: Photography, Music, Drama, Media Studies

Certificate Iv In Visual Arts, Visual Arts

Diploma Of Visual Arts, Painting And Printmaking