Luke Williams Email & Phone Number

Brisbane, Queensland, Australia

Chief Information Officer at Brisbane Markets Limited

Brisbane, Australia

Working as Technology and Network Manager at Brisbane Markets Ltd

Contracted to CS Energy Swanbank as a Site Administrator to manage IT requirements for 120 users. Daily tasks included maintenance, server builds, projects, PC rollouts, reconfiguration of services, user support. Achievements:• Rolled out new server fleet consisting of 4 new physical servers and 1 Virtual Server• Implemented new backup and disaster recovery system using Backup Exec, DFS and Shadow Copy• Rolled out new VOIP intercoms and phones across site• Setup colocation of secondary servers for maximum reliability• Implemented automated Network/Server monitoring for critical serversResponsibilities:• Responsible for the day to day running of ICT at Swanbank• Created detailed network and staff documentation.• Proactively monitored and maintained 16 site servers and services• Budgeting and expenditure for future requirements and projects.• Served as an escalation point for helpdesk staff.

Working as part of a team to provide full IT services to multiple SMB clients around South East Queensland. Provided support, guidance and training in the following technologies/concepts: Achievements:• Responsible for reconfiguring School network and servers for increased speed, security and reliability• Responsible in increased work revenue by recommending and implementing solutions for clientsResponsibilities: • Provided support to a range of businesses and clientele with varied requirements and sizes• Responsible for the management and maintenance of several businesses’ IT needs.• Responsible for CCTV setups and configurations• Experience includes: LAN and WAN configuration; Windows platforms – Server 2003, 2008, XP, Vista and 7; Active Directory; Group Policy; Microsoft Office products; Network, Server and workstation hardware & Project Management

Brisbane, Australia

Worked with Unisys, a fix on first call helpdesk providing support for all TAFE institutes across Queensland. In this role I was part of a team that supported 10,000 users. Achievements:• Was awarded “Employee of the Month” due to my professional manner and speed resolving calls• Assisted in lowering abandoned calls from 5% to 3% and in reducing average call time to 3 minutesResponsibilities:• Assisted IT Coordinator with the management of the service desk • Monitored job resolutions to ensure service levels were adhered to.• Responsible for reporting on service desk efficiency and staff productivity • Created documentation for first- and second-level support personnel• Ensured service level agreements were met and exceeded.

Brisbane

Operated as service supervisor for seven years at Coles Supermarket.Achievements:• Was awarded “Employee of the Month” on two separate occasions due to my customer focused work ethicsResponsibilities:• Managed and monitored a team of seven to ten staff, including performance appraisals, feedback on work, etc.• Escalation point for customer enquiries and feedback