Mark Hofsteter Email & Phone Number

Melbourne, Victoria, Australia

I lead and mentor a high-performing team to deliver high quality service operations while addressing complex IT issues.

Glen Waverley

Project delivery for Business Technology

Glen Waverley

Operational – Desktop Support*Responsible for second level Service desk support including identification, diagnosis, remote and on-site resolution of user problems.Operational – Networking / Backups*Manage nightly, weekly backups of all servers within the City of Yarra.*Manage the collection and secure storage of monthly backup tapes with external supplier for Disaster Recovery purposes.*Responsible for the monitoring of regular backup of system and user data via third party applications.*Negotiate price and supply of media suitable for existing hardware to ensure continuity of backups.*Ensure the maintenance of systems security and integrity, including user access rights maintenance, in liaison with the Network Infrastructure Manager/Administration.*Provide backup support to the Network Infrastructure Manager/Administrator when required.*Monitor network availability using third party monitoring software.

Melbourne, Australia

• Coordinate rostering for Desktop Support and Service Desk staff.• Oversee daily ICT Service Desk activities, including response to user problems/questions• Monitor levels of on-hand hardware to ensure adequate replacements are available.• Coordinate orders, disconnects, and deployment of mobile, desktop & mobility devices.• Ensure that inventory is being recorded in the inventory tracking system.• Ensure Knowledge base articles are created, updated & published on regular basis.• Provide coaching, development and training to desktop support and Service team members.• Coordinate the ICT Trainer & manage the weekly schedule of training internal staff.• Manage appropriate performance discussions and provide oversight of service tickets.• Manage the installation, removal, configuration, and ongoing usability of approved desktop software for SOE devices using MS SCCM • Monitor tickets received after hours and take appropriate action on priority issues.• Provide advice and assistance in the preparation of capital and operating budgets. • Provide advice on the use of Information Systems in line with the ICT strategic plan.• Provide monthly reporting on key Service Desk & Desktop metrics and implement improvements.• Be available and responsive to emergency situations or other critical matters whenever they arise.• Maintain currency with developments in ICT technologies.• Management of ICT projects according to IS project management guidelines.• Provide required project status, resource, systems performance and post implementation reports.