Matthew Bryan Email & Phone Number

Canberra, Australia

As a Desktop Support Engineer for ASG group, my primary role is to complete and manage incidents and requests sent in from Government clients. These tasks need to be efficiently actioned and performed as Service Level Agreement’s (SLA) need to be met.Another part of my role is to assist end users in resolving their IT issues. I assist clients in troubleshooting a wide variety of issues including user or system access errors and hardware and software faults. In this role it is my… Show more As a Desktop Support Engineer for ASG group, my primary role is to complete and manage incidents and requests sent in from Government clients. These tasks need to be efficiently actioned and performed as Service Level Agreement’s (SLA) need to be met.Another part of my role is to assist end users in resolving their IT issues. I assist clients in troubleshooting a wide variety of issues including user or system access errors and hardware and software faults. In this role it is my duty to provide second level support both over the phone and in person to clients at the department. My duties include, but are not limited to:• Take ownership of tickets and carry out troubleshooting to implement a fix with the aim of restoring services for the client; or escalating to other support teams if necessary• Reimaging of desktop PC’s and laptops• Moving of IT equipment between locations (PC’s, desktop printers, laptops, etc)• Installing and configuring new PC’s and IT equipment (desktop PC’s, printers, laptops, smartphones)• Resolving incidents for the Multi-Function Devices and escalating to a third-party support team when necessary• Attending to client incidents either remotely or in person.• Installing new software on PC’s Show less

Canberra, Australia

As a Service Desk Analyst on the 24/7 shift team my primary role was to complete and manage work orders and requests sent in from Government clients. These tasks needed to be efficiently actioned and performed as Service Level Agreement’s (SLA) need to be met.Another part of my role was to assist end users in resolving their IT issues. I assisted the client in troubleshooting a wide variety of issues including user or system access errors and hardware and software faults. If their issue… Show more As a Service Desk Analyst on the 24/7 shift team my primary role was to complete and manage work orders and requests sent in from Government clients. These tasks needed to be efficiently actioned and performed as Service Level Agreement’s (SLA) need to be met.Another part of my role was to assist end users in resolving their IT issues. I assisted the client in troubleshooting a wide variety of issues including user or system access errors and hardware and software faults. If their issue could not be resolved the first time around, I would escalate the incident to another resolver group whilst maintaining the responsibility of managing the incident to ensure it was resolved for the end user.Responsibilities:- Provide level 1 technical IT support to Government staff ensuring companies policies and procedures are met, efficiently providing exceptional customer service and handling of inbound calls this is of great significance as per service level agreements.- Manage Incidents and Requests logged by customers ensuring SLA targets are met.- Provided technical assistance for internal government staff in both software and hardware issue’s such as (Citrix, Fortress, Lower Level Domains) and remote accessing into the Government network from home or abroad. Show less

Canberra, Australia

• First Level IT Supporto Active Directory Administration of Users and Computers via Windows Sever 2012o Help with any hardware issues for the National Office• Web Administration via Content Management Systemo Update content on Websiteo Creating accounts and assign permissions for webmasterso Creating web pages, news items, and configuring/publishing events• Email Administratoro Administrating Email accounts through Office 365, Exchange… Show more • First Level IT Supporto Active Directory Administration of Users and Computers via Windows Sever 2012o Help with any hardware issues for the National Office• Web Administration via Content Management Systemo Update content on Websiteo Creating accounts and assign permissions for webmasterso Creating web pages, news items, and configuring/publishing events• Email Administratoro Administrating Email accounts through Office 365, Exchange Onlineo Changing passwords for email users• SharePoint 2010 Administratoro Creating and updating SharePoint sites and pageso Creation of SharePoint user accounts via BitCloud hostingo Assigning permissions to user accountso Training new usersAt SSSI it’s my job to provide an IT support role for all 15 of our staff members in the national and regional offices, as well as members of our institute. It is my job to respond to support requests for help from members and staff. My day-to-day job includes IT support, events and web administration and compiling and sending out e-communications. I provide first and second level help for all staff members for anything from password and access problems, to more technical hardware related issues and faults. I also maintain the staff SharePoint site which is also used by our committee members and other member groups. All IT support requests are managed via telephone and email. Show less

Canberra, Australia

• Filling stock• Over viewing Nightfill• Ensuring the job is completed on timeAs a Nightfill Manager at Coles it was my responsibility to manage a small team of 10-15 people to fill the shelves. It was my duty to assign tasks and objectives to my team and ensure that they completed those tasks and objectives. It was my job to ensure all the tasks I set out were completed by the end of the night and use any spare time to tidy up shop.

Canberra, Australia

• Hardware Installationo Removing old computer towers and installing new thin clients• Second Level IT Supporto Helping with general user issues involving the Desktop Virtualization thin client rollouto Identifying and solving various Keyboard, Mouse, Monitor issues relating to the thin clients rolloutAt ASI I was contracted to install the Desktop Virtualization thin clients in the Government Department of Health in Mitchell. Each night we would come in and take out… Show more • Hardware Installationo Removing old computer towers and installing new thin clients• Second Level IT Supporto Helping with general user issues involving the Desktop Virtualization thin client rollouto Identifying and solving various Keyboard, Mouse, Monitor issues relating to the thin clients rolloutAt ASI I was contracted to install the Desktop Virtualization thin clients in the Government Department of Health in Mitchell. Each night we would come in and take out the old computer towers, monitors, keyboards and mice and replace them with the thin clients, new monitors, keyboards and mice. Show less