Luis Silva Email & Phone Number

Tasmania, Australia

4 Elizabeth St, Hobart Tas 7000

Hobart, Tasmania, Australia

Hobart

First line of support for Origin Energy Australia

Melbourne, Australia

First line of support for:Bega Cheese CompanyPitt&Sherry CompanyKey responsibilities: • Monitor and maintain the local/remote computer systems and networks• Diagnose hardware/software problems and provide analysis.• Install and configure desktop systems and applications.• Perform the creation/updates of user accounts and profiles.• Coordinate with third parties or global IT resources whenever necessary to solve technical, or network issues.• Provide proactive maintenance and incident management using ServiceNow and ConnectWise.• Daily monitoring and review of alerts and incidents.• Respond to Threats - If malicious activity has been detected in the system, take mitigating actions to contain the activity and minimize damage. Also facilitate forensics analysis to determine the source of the threat

Melbourne, Australia

Key responsibilities:• Manage the service desk team’s daily activities• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team• Manage the dispatch process of service requests to ensure full utilization of technical resources• Improve usage of IT Support resources and increase the productivity of the team• Communicate with all parties in a constructive manner to guarantee customer expectation are met• Complete Daily Backup Checklist and resolve failed backups (Shadow Protect-Image Manager, Probax Control, Veeam Backup, Symantec Backup System Recovery)• Perform customer follow-up to verify final resolution and determine satisfaction level• Guarantee on-time users account creation, management, and maintenance of customers systems• Drive problems investigation and resolution as required• Maintain and improve process documentation for the service desk team• Manage the remote and monitoring and management system to ensure consistency and accurate reporting of customer devices (ConnectWise Automate, LabTech)• Contribute to the continuity of computer services by providing the necessary technical support• Day-to-day IT support for more than 30 different companies with a wide range of software and specialized applications

26 Napoleon St Collingwood Vic 3066

Key responsibilities:• Provide remote support for service requests with the utilization of Infin8IT’s Remote Monitoring and Management tools (ConnectWise Automate, LabTech)• Install and configure new hardware and/or redeploy existing hardware• Drafting and updating client documentation and solutions knowledge database• Computer laptop/desktop repair and troubleshooting• Service Desk Support, first point of call for all support requests and business inquiries relating to Infin8IT customers and their IT Systems/environments• Provide proactive maintenance and incident management with the utilization of Infin8IT’s Remote Monitoring and Management tools (ConnectWise Automate)• Create new user accounts and remove old users from customer in-house and Infin8IT systems (AD, Office365)• Onsite support, provide onsite support as allocated per specified SLAs• Assist the Infrastructure Manager to perform systems upgrades and participate in IT projects when required• Server maintenance and systems administration tasks• Maintain IT registers to track hardware and license allocations• Day-to-day IT support for more than 30 different companies with a wide range of software and specialized applications

Melbourne, Australia

Installation and support of IT and AV hardware for short to long term deployments for corporate, training or special events.Key responsibilities:• SOE Image deployment for windows (XP,7, 8) Mac iOS and OS X• Installation and configuration of IT Hardware including Desktops, Laptops, Servers, Routers, Switches, Printers, Apple iPads/iPhones and Android devices• Installation and setup of Audio Visual equipment including Projectors, PA systems, Video Walls• Installation and configuration of Polycom Video conferencing systems• Test and tagging electrical equipment to AS/NZS3760 standards• Develop and maintain a high-quality relationship with customers across the city• Deliver, deploy and pickup equipment in an efficient and timely manner• Provide on-going technical support to client on-site during special events

Caracas, Venezuela

Key responsibilities:• Active Directory Management (Including users’ creation, troubleshooting, depuration, GP and VPN access) • Provide desktop and network support to staff via phone and on-site• Manage of Ticketing Systems• Supported clients and troubleshoot a range of network issues• Attend phone calls as a single point of contact, providing a customer and service oriented focus• Prioritize responses based on client needs• Take ownership of user problems and be pro-active when dealing with user issues• Support IT Services and software (Security updates, anti-virus, backups, data recovery)• Troubleshoot network outages or related issues • Monitor and escalate all incidents and requests• Ensure employees were informed of requests, progress made and service interruptions• Support the IT team with multiple and varied projects as required• Documented access to the network, using auditable procedures• Configured mobile devices, laptops, smartphones, tablets• Maintain and update security policies• Troubleshoot hardware, software, and connectivity including user access

Caracas Area, Venezuela

Key Responsibilities:• Deliver periodical training to employees for new applications and software• Configure and deploy SOE image when required• Take ownership of employees’ requests and resolve them in a timely manner• Lead the team in charge of acquire new technological equipment (PCs, Switches, Routers, Printers, Tablets)• Support Internal and external events configuring, deploying and troubleshooting required equipment including: PCs, Routers, Switches, PA Systems and Audiovisual devices• Act as the first point of contact for IT Support issues • Troubleshoot and resolve technical support requests including Desktop/Laptop repair and installations• Upgrade and deploy Desktops, Printers, Routers, Switches and all related hardware• Create and maintain network documentation

Master’S Degree, Network And System Administration/Administrator

Engineer’S Degree, Electronic Engineering