In my current role, I provide general and specialised application support to Transmax's flagship product STREAMS, a traffic management platform used by state governments, councils and private road operators throughout Australia.

• Ad-hoc technical support, problem resolution and providing workarounds for known issues.• Ensuring detailed information is gathered and retained for software defect investigation.• System deployments and upgrades.• Proactive system performance monitoring.• Preventative maintenance tasks.• Assisting external vendors with onsite troubleshooting.• Software and hardware testing.• First point of contact and escalation.• Customised configuration of field equipment for purchase orders.• Implementing ITIL procedures where applicable.Specific product experience:• STREAMS - Traffic management.• SCATS Access - Traffic management.• Jira - Software development.• Cherwell - Help desk management.• Microsoft SQL - Database management.• Linux - Used to host various managed services.• Omnicast - Video management.• Nagios - System monitoring tool.• Sharepoint, Confluence - Knowledge base and document storage tools.• Remote connection software via RDP, putty, citrix.

During the rollout of McDonalds Create Your Taste kitchen and Kiosk IT rollout, I was team-leader for 40 install locations across south-east Queensland.• Integration of new hardware and software changes in a live environment while working with clients to ease impact on operations.• Providing experienced advice about network/power/configurations to subcontracted electricians and cablers.• Escalation and issue logging of fixed and outstanding issues.• Dealing with 3rd party vendors for EFTPOS banking.• Installation of stacked cisco switches and basic configuration upload.• Extensive use of RDP/VNC.• Ensuring all existing and new systems are operational and aquiring signoffs.• Providing daily updates and photo records of works performed.

In my role for Goodstart Early Learning, my responsibilities revolved around:• Ensuring a smooth roll-out of touch-screen computers for use by children and staff in day care centres across all of Queensland. This was done by testing staging OS, deploying staging OS, arranging logistics for delivery, writing technical/training documentation, providing 1st and 2nd level support for the devices.• Arranging the upgrade of legacy networking equipment across 400 sites via complete replacement or software updates to install VPN. This was done by working with Level 3 network architecture professionals who provided pre-configured solutions on a site-by-site basis, performing logistics, asset tracking and guiding remote staff via phone with installing their new solution.• Providing oversight of external contractors assisting with an in-house project for 1400 iPads to be staged, tested and allocated to specific child care centres. Asset detail recording, progress reporting, issue resolutions and logistics.__________Member of the team responsible for rolling out touch screen computers for use in childcare centres and deploying VPN to Goodstart Queensland centres.Skills in use:• Citrix - XenApp - remote desktop, application management and publishing• Sharepoint - workflow creation, list creation, automation• Active Directory - user management• HMP Job ticketing system - creating, modifying and closing helpdesk requests• RDP - providing support via Remote Support, RDP, Citrix, VNC• VPN - troubleshooting configurations, escalating to relevent support• Logistics management - full supervision from staging, tracking, to end user testing

Coles GroupExperience : Group training of staff in use of VOIP telephone systems; Physical deployment of new store rollouts (rack-mounted server equipment, VOIP, Back office work stations, PDAs, POS); Experience in basic configuration of Windows Server 2008 and XP; Pre-configured template loading of cisco routers via putty; Asset logging; Providing phone support for training technicians; Arranging pickup/monitoring delivery of assets via courier; Packaging of legacy equipment for return or disposal via courier; PXE boot loading of images via network; Working with electrical, data and construction trades workers ensuring the scope of work is performed. McDonaldsExperience: Deploying images via PXE and Ghost; Windows XP/7 domain configuration; Interacting with 3rd party vendors for EFTPOS configurations; Escalation of issues to higher tiers and notification to stakeholders; Customising and uploading Cisco configurations for routers; Migrating databases between generations of POS hardware; Minimising impact on trade while working in a live environment; Reviewing of documented procedures after live implementation; Providing phone support for training technicians; In-person training of technical staff in documented procedures; Using RDP to monitor virtual hosts and access virtual servers.

Experience: Supporting customer purchases via phone and call-ins; System building and QA; Warranty processing and testing; Warranty follow ups with manufacturers; Staff training in sales and technical department.

Experience: Support of clients via phone and on site callouts; Pricing quotes; Fault finding; Virus Diagnosis; System Building; Stock ordering; Warranty processing.