Levon Gray Email & Phone Number

Australia

Australia

Warners Bay

Newcastle, Australia

Operations Administrator | Civica International | 01/2015 - Current• Designed and implemented System Center Configuration Manager 2012R2 into existing infrastructure within project time frames. This has allowed a greater level of control over system settings and application deployment throughout multiple datacentres.• Design Standard Operating Environment (SOE) and configuration to ensure uniformity, stability and efficiency to the Civica Cloud environment.• Resolved longstanding issues relating to a multi-tenant clustered Exchange 2013 environment spanning multiple datacentres.• Teaching and mentoring of help desk support staff, as well as junior members of the operations area. • Server maintenance, upgrades, patching out of hours – including night and weekend work.• Investigate and resolve level 2/3 support calls for customers within SLAs.• Engage 3rd party support for specific application issues.• Troubleshoot WAN performance issues using Netflow monitoring• Implement new printing solution ThinPrint for improved performance of WAN printing within project deadlines.• Assist in the development of new change management processes and procedures.• Develop a quality assurance procedure for testing new Citrix builds.• Automate a number of previously manual processes through scripting with PowerShell, such as compliance reporting and health checks.• Cisco ASA firewall administration with a focus on maintaining a high level of security.• Renew 3rd party SSL certificates, as well as administer internal PKI.

After proving myself with exemplary troubleshooting skills and excellent customer service I was promoted to work with the build team on new customer projects (New customers and upgrades).• Responsible for technical support for customer migration projects.• Liaise with customers through User Acceptance Testing (UAT) • Quick response and resolution to issues during Go-Lives.• Work with the build team specialists for escalated issues.• Train new help desk support staff• 1st point of contact for escalated help desk support calls, including trend analysis.

My initial role within Civica was to provide help desk support for our managed service customers as well as internal IT support. After 3 months it was shown that I was able to help the team achieve a 15% increase in same day call closures.• Help desk role providing level 1/ level 2 technical support for Citrix (datacentre) and onsite managed customers.• Troubleshoot customer applications such as MS Office including 3rd party add-ins, Authority, MapInfo, HP Trim, Infoxpert.• Basic Active Directory administration – new users, group memberships, password resets.• Citrix Administration – session resets, publish applications.• Basic Exchange administration and troubleshooting.• Authority (software) administration for managed customers – new users, printers, menu items, database Live to Test copies.• Internal IT support including Installing OS and software, replace faulty hardware, check backups and change tapes, troubleshoot and resolve issues throughout the office.

Physical Sciences

Education record