Mark Little Email and Phone Number

Providing Wintel support for Government and Commercial clients. - Working with large scale virtualisation environments; including VMWare (vSphere & vCenter), ESXi, Workstations, VirtualBox and HyperV. - Load balancing, failover cluster management and resource allocation. - Maintain windows server patch compliance to minimise security vunerabilities using HPSA, Ivanti Shavlik, WSUS and DISM. - Troubleshooting and maintaining critical systems and high availability servers to minimise downtime and service interruptions. - L2 and L3 support for resolving high priority tickets using ITIL best practices on Windows Server Environments, Blade servers and SAN Storage. - Develop and maintain system documentation using wiki, Microsoft Docs and knowledge management tools. - Prepare daily shift handovers & Daily reports of System status. - Approving and executing changes requested by clients & other support teams, while maintaining release management and client engagement. - Handling and management of production systems in a 24/7 environment.

- Mainframe Operator (Clients – Australian Taxation Office / Defence Force Recruiting / Department of Agriculture)- Execute scheduled maintenance and changes regarding backups and system maintenance.- Monitor and support Mainframe TSO, CICS and escalate job abends / failures and CICS transaction abends to the Production Support Team.- Support, monitor and report on on-line application systems and availability.- Responsible for bringing interactive regions up/down at scheduled times, customer interaction, problem determination, status, and escalation.- Responsible for production cycle execution and maintenance.- Maintain maximum network availability by monitoring and network resources.- Complete daily checks and balances for the health of the infrastructure, online systems and batch processing.- Review and action change requests & attend client review meetings.- Perform production operating system Initial Program Load (IPL).- Diagnose and document incidents and coordinate problem resolution with vendors and support.

- Single Point of Contact (SPOC) for Client Escalations in Bank of Queensland.- Continual Service Improvement on gaps and procedures.- Survey follow up with customer with deep dive analysis upon any negative feedback to help drive down problem issues.- Performed Survey Analysis to identify room for improvement.

- Responsible for troubleshooting and resolving software and hardware issues and ensuring SLAs are fulfilled for high volumes of calls and tickets.- Liaising with external vendor companies and internal support groups to provide customers with an integrated single point of contact for all desktop and infrastructure related support.- Providing Service Desk support for the Commonwealth Bank of Australia, Origin Energy.- Promoted to Platinum Service Desk for providing assistance and support to high value and important clients.