Senior Level 2 IT Support Specialist

Provided support for 800 users nationally in a mixed Windowsenterprise environment for Australia’s leading media investment group.Responded to user service request and incidents in a timely fashion while escalating complex support requests to local and global system engineers.Worked on the deployment of workstation, PABX/IPT telephony devices and account creation.Provided support, user maintenance and system administration to mission critical media and finance applications used within the group.Worked with Vendors to ensure that errors with 3rd party applications were resolved promptly.Worked with change management team to deploy changes to the desktop environment including mass software deployments.

• Assisting customers with technical support in the field and by phone• Making sure that all hardware related problems are rectified in an expedient manner and to the satisfaction of both internal and external customers• Provide high level of Customer Satisfaction directly to customers and through assisting team members• Ensuring staff members are provided with up to date information to rectify all hardware related problems• Monitoring excessive repair hardware calls and devising methods to ensure these are kept to a minimum• Liaising with technical department to rectify any hardware related issues and escalate issues.• Recommending and ordering of stock for repairs• Providing Technical Assessments to management• Adhere at all times to Company Policy and Procedures in the pursuance of required duties• Other duties as directed by the Manager

• Assist in the management active Directory implementations in a large environment• Liaise with key stakeholders managing expectations and outputs around the world• Install and configuring VMWare ESXi and Vcentrer• Work closely with other Windows support teams ensuring SLAs are met and issues are resolved around the world• Act as the third level escalation point on complex support issues• Assisting in Windows server 2008/2012, ESXi 4.2, 5.5 and Microsoft DNS, DHCP, WINS • Decommissioning Servers (Dell and HP)• Responsible for management and deployment of any systems, racking equipment, cable tray systems, network, security infrastructure and technology components associated with the production floor space• Vendor management / supervision for the maintenance of the Crac units, UPS.• Assist co-ordination and management of third party suppliers associated with the build and configuration of the data centre• Maintain accurate inventory lists of installed equipment• Maintain accurate network patch diagrams• Assist with management of maintenance windows and assigned Data centre equipment.• Assisting with the current backup system. Supporting Netbackup. Support for the Backup system hardware. Assisting and Learning setting up of OS installation. • Providing Technical Assessments to management• Conduct regular Technical Meetings with team members• Adhere at all times to Company Policy and Procedures in the pursuance of required duties• Other duties as directed by Manager