Michael A. Email & Phone Number

Melbourne, Victoria, Australia

• Acted as the primary contact for escalations from the service desk team, offering documentation and coaching on newly discovered solutions and workarounds for issues.
• Significantly contributed to securing our environment post-breach by conducting diverse Essential 8 security checks and implementing necessary changes.
• Implemented application control measures, including rules and agents, in alignment with Essential 8 guidelines.
• Effectively overseen the transition from a Citrix… Show more
• Effectively overseen the transition from a Citrix thin client-based infrastructure to a Windows 10 Autopilot environment seamlessly integrated with Fortinet security and VPN solutions.
• Directed a nationwide laptop deployment spanning Australia, skillfully managing Office 365 provisioning, and promptly resolving initial incidents as they emerged.

Melbourne CBD

South Melbourne

• Cisco & Checkpoint Network Management.
• Management of Windows Server Virtual Environment.
• System Centre Configuration Management.
• Backup, DR & Documentation.
• SharePoint Administration.
• CAD License Management.

Fawkner

• Provide technical support to all internal staff across 18 sites.
• Build/Deployment of desktops and notebooks using SOE images.
• Perform Active Directory administrative tasks for user and computer accounts.
• Managed backup tapes and issues.
• Administration of Inner Range security swipe card access.
• Cisco VOIP administration duties.

Provided technical support to Australian Honda staff and dealers.Rollout/Deployment of Desktops and Notebooks using SOE imagesCreation of new SOE images for new Lenovo notebooks.Maintained servers in Virtual Environment using VMwarePerform Active Directory administrative tasks on request for user access, folder permissions, new accounts and account.

Sole point of contact for internal server and desktop support for all sites in Melbourne and regularly traveled onsite as requiredTrained staff from a non IT backgroundProvided phone and remote supportAdministration of Windows XP/Vista/7, Exchange Server 2003, Windows Server R2 2003 and Windows Server 2003\2000\Citrix\Outlook\NotesApplication support for.

Fairfield

Provide internal support to all users in the Fairfield officesTraining of staff as needed with non technical explanationsRollout/Deployment of Desktops and Servers using SOE imagesMaintain servers in Virtual Environment using VMwareAdministration of exchange server 2003, Windows Server R2 2003 and Windows Server 2003 Citrix ServersExecute Disaster Recovery.

Provide training to staff with non IT backgroundConfiguration of Desktops and Servers using SOE imagesInstallation of various accounting software and troubleshooting of errorsPerformed PABX maintenance for new and existing usersPerform Active Directory administrative tasks on request for user access, folder permissions, new accounts and account.

Provide onsite & offsite support for a range of SMB clients around the Melbourne metropolitan areaSetup, configure & support servers running 2000/2003 Server/SBS/SQL/Exchange/Mail EnableSetup, configure & support desktops & notebooks running 98/2000/XP/MacOSXSupported VOIP across various clients which included call manager user maintenanceConfiguration of.

Account administration of Active Directory, Boss, GI and other business critical applicationsGenerate queries using MS Access to report on service statistics as requiredProvide friendly support for common hardware & software issues over the phone and by email (Lotus Notes and Outlook)Improving customer satisfaction by keeping customers informed on ticket.

Provide technical support to customers experiencing issues using the POS and Retail 1 systemIdentified hardware issues and configured loaner PC/Thin Clients to keep business running whilst warranties were processedProvided Citrix support and AdministrationProvided desktop support onsite with hardware and software issuesSetup, configuration & support of.

Insured customer satisfaction by providing quick, friendly and efficient technical support to keep their businesses running smoothlySetting up of network printers on customer computers and providing supportImplemented a call logging database where all calls are logged for easy reference and monitoringIdentified and resolved issues that customers.

Investigated and rectified issues over the telephone that customers encountered with ADSL & Dial-upInstructed and guided customers through the process of elimination until the problem was solvedEnsured customers were satisfied with resolution implementedGenerated organized documentation for each call establishedProvided replies to customers via our email.