Management of the Helpdesk, precedents and training teams.

Manage the Helpdesk TeamLevel 1, 2 & 3 supportProject ManagementService DeliveryMobile devices

 Upgrade server hardware at Local Melbourne Site Training and managing new staff in an unofficial management role Simple and complex networking technologies (LAN, WAN and VPN) Key technical involvement in large project implementations Complex technical tasks – rollouts, migrations and mobile device management Client management of roll-out and support for iPhone & BB in Melbourne office Sole analyst responsible for employee termination / creation procedures Level 2 Technical support for hardware and software ITIL processes – change requests, incident management and solutions Maintenance, checking and testing backup jobs with Symantec Backup Exec

Installing, upgrading and configuring Microsoft serversLAN infrastructure including switches, modems, servers, notebooks, desktopsImproving service availability through meeting service level requirementsPlanning and managing medium project implementationsReporting and addressing issues in helpdesk systemLevel 1 and 2 support for Australia and New Zealand employeesRemote desktop support using Dameware, RDC and VNCManagement of Active Directory; groups, permissions and distribution listsCitrix Desktop Support including Wyse Mini PCs and terminalsSupport of Microsoft Windows Server 2003 and Exchange 2003SharePoint configuration; web-parts, user and group and permissions

IT audit to identify existing system and establish plan for migration to WindowsRectification of failed financial system upgradeLiaise with stakeholders including contractor, client and suppliersMaintenance of core system once fully upgraded to new systemReconcile invoices that were short paid or unpaid for all companiesProvide remote and on-site support for customers throughout financial yearTraining of staff to use new systemAchievements:Migrate from archaic DOS based system to Windows systemQuickly identify and familiarise with DOS system and business processesImprove business operational efficiency (from 30hrs/week to 5 hrs/month)