Michael Bealey Email & Phone Number

Australia

The ICT Service Desk Team Leader leads a team of Service Desk Analysts who offer technical assistance and customer service to IP Australia's end users. The role involves leading a team to deliver technical solutions, IT administration and troubleshooting for various ICT platforms; As the Team leader I was responsible for maintaining the standards.

The Windows Team Lead is responsible for ensuring the effective and efficient delivery of IT services and projects across the Windows platforms, as well as leading and developing a team of technical staff.As the team leader I provided planning, scheduling, and allocating resources across IT platforms, whilst working collaboratively with platform owners and.

• The EL1 position for an Incident Manager is responsible for the daily operational incident management across ITG. As part of the role I was responsible for developing and maintaining the governance and policy.
• Provided Leadership, coaching and development of employees in the Service Management teams.
• Provided Mentorship and Training opportunities to Staff within the Service Management teams.
• Ensured priority Management and Leadership during Major Incidents.
• Provided regular and timely updates to key stakeholders via email, phone and chat channels.
• Ensured Post Incidents Reviews (PIR) were performed after an incident, prepared and presented to Executive Management

Canberra, Australian Capital Territory, Australia

As an application administrator within Datacom, I was primarily responsible to ensure that daily business operations could be performed by the business for all Core major applications within the organisation. This responsibility, included the daily health checks on the fleet of applications, ensuring the application, servers and storage were all in a.

• As the Senior VIP Support Technician, I led a team of 4 technicians contracted to provide Priority on-site support for the Department of Health (approximately 550 Priority users at the height of the pandemic). The role.
• Providing priority ICT Support to key business stakeholders including COVID-19 related taskforces, SES B1 (during On-boarding), SES B2, SES B3 and Ministerial staff
• Working closely with the Mobiles and Request fulfillment spaces, in the management of VIP Mobility solutions, including Mobile phones, iPads and sim cards
• ICT Support for senior executive staff during Senate Estimate hearings at Parliament house
• ICT to change of cabinet and change of government support for incoming/outgoing Ministerial staff
• 1st level triage of service requests and management of VIP tickets escalated to resolve groups in Cherwell in line with Service Level Agreements for VIP Support

• During my time as a Desktop Support Engineer in the End User Computing team contracted to provide on-site support for the Department of Health. The role involved 2nd level support of software and hardware service.
• Hardware replacement and management under break/fix polices and the reimaging and SOE build deployment of new hardware
• Level 2 troubleshooting for Hardware and Software incidents triaged from the Service Desk
• Creation and reviewing of Level 1 Knowledge for Service Desk to better assist 1st level troubleshooting on the helpdesk
• Assisting project teams in testing and deployment of Pilot hardware and software at the TGA site located in Symonston
• Assisting VIP Support for priority on-site support for Senior Executive and Priority users when VIP Support was not available to attend onsite

• As the Senior Service Desk Analyst in a call centre of 30 analysts contracted to the Department of Health, it was my responsibility to support the team leader by providing technical knowledge, training and guidance to.
• Provide level 1 troubleshooting for service requests and incidents raised on first contact and Triage of tickets to the correct resolve group via the Cherwell ticketing system
• Creation and management of IT accounts in Active Directory/Exchange/Cisco Call manager for new and existing staff
• Provide Technical knowledge and guidance to Service Desk analysts to assist in 1st level resolutions for the Helpdesk
• Assisted in the escalation of high priority tickets to resolver groups when an urgent issue was called through to the desk.