Supporting staff both nationally and internationally within an Active Directory environment of over 100 users. Mentor and Escalation point for the Helpdesk Analysts. Reporting to the IT Manager with updates on monthly issues.Involving:Fault Logging - Accurate logging, updating and assigning of faults/issues via the Helpdesk reporting system. Network Administration - Identifying and raising network faults for both our domestic and international WAN/LAN environments and… Show more Supporting staff both nationally and internationally within an Active Directory environment of over 100 users. Mentor and Escalation point for the Helpdesk Analysts. Reporting to the IT Manager with updates on monthly issues.Involving:Fault Logging - Accurate logging, updating and assigning of faults/issues via the Helpdesk reporting system. Network Administration - Identifying and raising network faults for both our domestic and international WAN/LAN environments and local Internet Solutions (using Cisco/Fortinet/ASUS devices).System Administration - Application and OS Support of local and Cloud based Virtual Servers (CSX and AWS). Including Windows Server, Active Directory, MS SQL, MS Exchange, Citrix, Cisco VOIP, 3CX, Microsoft 365 and custom in-house applications. Desktop Support - Hardware/software support for desktops, laptops, tablets, smart phones and printers. Including MS Office, VOIP applications, Windows, Networking, VPN Clients, Web Browsers, Custom in-house apps, in person and remote via Teamviewer. Liaising with suppliers/vendors/providers with regard to purchases/quotations/faults. Working with Providers to ensure our joint projects are a success. Previous examples are: • Multiple changes of network providers and local internet solutions. • VOIP service changes from Alcatel PIMphony to Cisco (CUCM) then 3CX. • Moving and consolidation of multiple on-premise servers to a cloud based vSphere solution. • Migration from separate cloud/network and VOIP providers to a managed Telstra CSX/WAN solution. • Replacement of self managed Exchange server with Microsoft Exchange Online. • Hybrid AWS/365/CSX Solution.During COVID we switched our Brisbane Team from working in an office to WFH. This was managed seamlessly in a very short space of time with no detriment to the staff performance. It was during this phase that we switched from on premise Cisco VOIP to a cloud based 3CX solution, again with minimal disruption. Show less

Temporary role selling Domestic Electrical Appliances. Involving:• Demonstration and selling of various items.• Processing purchases.• Assisting with stock.• Customer relations.

Department: Business Internet Operations3rd line support of Business Leased Line connections to both the frame-relay and IP core networks. Involving:• The configuration/monitoring of CPE and PE routers. • IP allocation and RIPE management, including customer RIPE application assistance. • Technical approval/assistance over ATQ design submissions. • Design and implementation of internet solutions to meet customer requirements through on and off-site meetings… Show more Department: Business Internet Operations3rd line support of Business Leased Line connections to both the frame-relay and IP core networks. Involving:• The configuration/monitoring of CPE and PE routers. • IP allocation and RIPE management, including customer RIPE application assistance. • Technical approval/assistance over ATQ design submissions. • Design and implementation of internet solutions to meet customer requirements through on and off-site meetings –this included single/dual/multi-homed connections. • Liaising with remotely sited engineers for installations and to troubleshoot circuit faults. • Tracking and resolving of faults and requests through the HEAT ticketing system. • Working under own supervision & performing on-call duties. Show less

Department: IP Network Operations.Network Analyst role working within office hours and providing on-call support of the frame-relay and IP core networks, from modem racks to gateways/peering points, 3com, Nortel/Bay Networks and Cisco architecture. Also including:• Configuration and support of Business Leased Lines to the frame-relay network using HP Openview and telnet. • IP address assignment and RIPE database administration. • Replacement of redundant… Show more Department: IP Network Operations.Network Analyst role working within office hours and providing on-call support of the frame-relay and IP core networks, from modem racks to gateways/peering points, 3com, Nortel/Bay Networks and Cisco architecture. Also including:• Configuration and support of Business Leased Lines to the frame-relay network using HP Openview and telnet. • IP address assignment and RIPE database administration. • Replacement of redundant technologies in the switch rooms and on-site configuration. • Testing of new applications and technologies. Show less

Responsibilities:• Communication of up-to-date service-related information to all team members and customers to ensure consistency. • Gathering individual performance statistics via the Aspect phone system for weekly review with the supervisors. • Managing the distribution of workload to maintain optimal departmental performance. • Dealing with security/abuse issues and complaints. • Interfacing with outside departments/regions. • Chairing bi-weekly team… Show more Responsibilities:• Communication of up-to-date service-related information to all team members and customers to ensure consistency. • Gathering individual performance statistics via the Aspect phone system for weekly review with the supervisors. • Managing the distribution of workload to maintain optimal departmental performance. • Dealing with security/abuse issues and complaints. • Interfacing with outside departments/regions. • Chairing bi-weekly team meetings/briefings to update staff on company and department changes/news. • Setting individual staff objectives for quarterly review and annual appraisal, helping analysts to achieve these goals. Achievements:• Planning and implementing the relocation of the entire Helpdesk including phone and I.T. systems. Show less

Cable Internet rebranded as blueyonder (the lowercase b was part of the branding).Responsibilities:• Escalation point for complaints/updates via analysts. • Call monitoring for quality control and feedback. • Training and coaching for staff development. • Recruitment and training of new analysts. • Chairing weekly meetings with direct reports to provide feedback and review current issues. • Creating/updating support documentation for analysts and creating… Show more Cable Internet rebranded as blueyonder (the lowercase b was part of the branding).Responsibilities:• Escalation point for complaints/updates via analysts. • Call monitoring for quality control and feedback. • Training and coaching for staff development. • Recruitment and training of new analysts. • Chairing weekly meetings with direct reports to provide feedback and review current issues. • Creating/updating support documentation for analysts and creating online guides for customer base. • Providing further customer support/updates via Email and Usenet. Show less

Working under the "Cable Internet" Brand.Providing 2nd line ISP technical support for dial-up users via phone with additional email and UseNet support. Including:• Working to defined performance goals supporting dial-up in Windows 3.11/95/98/2000, IE, Outlook Express, Netscape 3 & 4, Gearbox and modem (V34, V90, V92) faults. • Logging, tracking and actioning all fault calls accurately via the Remedy Action Request System.