Leon Masters Email & Phone Number

Sydney, Australia

• Walk up Pilot of Office365 – Provided face-to-face support and guidance to ABC staff on how to use and work with Office365, best practice, governance, ABC access methods both in house and remotely on most devices..
• Software and application support – The ABC was unlike any place I have worked in terms of technology and process. I was challenged to learn new tools such as sound and visual media that had their own connections.
• Hardware and Device Support – Hardware support spanned across Dell and HP laptops, Dell desktops, Mac books, Mac desktop units, peripherals, some audiovisual device support and Ricoh printer support.
• Administrative support – Admin support at the ABC consists of providing access to shared mailboxes and network folders, security and distribution group maintenance as well as VPN and Wifi access via Citrix Anyconnect.
• Connectivity resolution - Citrix Anyconnect, Azure, VPN Portals, remote connectivity across 3G/4G (Mobile Apps), Mobile Tether, Lan/Wan across TCP/IP, WIFI.
• BAU – Charged to assist ABC users on a daily basis which can be via phone (75%) face to face (10%) and email (15%). Our support also requires us to maintain strong relationships and communication with stakeholders and.

Sydney, Australia

• Documentation - Review, implement and maintain ITIL processes, policies and procedures which covers all that governs the (NSW) Australian Unity Service Desk
• Software and application support – Windows 10 and 20007 environments, office 2010 and Office 365. Internal applications such as PeopleSoft, WH&S training, internal CRM & scheduling, expense lodgment’s. (Scope is still.
• Hardware and Device support – Micro PCs, Lenevo and Dell Laptops, iPhones and Windows phones, iPads and Surface pro, Printers as well as some BYOD. Our role requires us to work with vendors to collaborate on device.
• Administrative tasks – User maintenance and creation, using Active Directory, Exchange 2010 and 365 as well as SCCM software deployment.
• Connectivity resolution – Citrix Receiver, Azure, VPN Portals, remote connectivity across 3G/4G (Mobile Apps), Mobile Tether, TCP/IP connectivity, WIFI.
• Staff guidance – As the only person in the team who has ITIL certification and experience I have taken it upon myself to train and guide team members on how ITIL works, ITIL ticketing processes and procedures, problem.

Sydney, Australia

• Provide high quality phone and email technical support to internal staff and occasionally external clients who are mainly accessing the network from a cloud environment.
• Assist insourced Fujitsu service desk staff with incidents and requests they may not be familiar with.
• Perform admin tasks in AD, Exchange, Peoplesoft, TMS, CMS, OMS, and other in house applications.
• Create and update knowledge articles and processes that can be used by all levels.
• Liaise with other areas of IT in order to resolve more difficult matters or seek updates/provide input to problem records.
• Major Incident Management

Sydney Area, Australia

Servicedesk lead or similar...Please see summary for more information.

• Lead and Coordinate a service desk team of 4 staff which eventually grew to 9 2nd level Analysts
• Manage staff rostering with other sites in Perth and Auckland
• Conduct Team meetings and coordinated team initiatives with other sites
• Incident and Major Incident Management
• Provide feedback and guidance to staff on performance and development
• Create, proof and edit knowledge management articles

Sydney, Australia

* Provided 1st and 2nd Level hardware, software and network support to Lion Nathan brewery operation, supplychain via phone, email and walkup, corporate and administrative staff in a Windows 7 Office 2013 Office environment.* Performed user maintainance through Exchange and Active Directory.* Was made Senior Analyst after 12 Months* Updated knowledge.