Michael Stokes Email & Phone Number

Perth, Western Australia, Australia

FIFO role with Citic Pacific Mining• Maintain Desktop and Network infrastructure.• Assist with on-site project work for upgrades and replacements.• O365 administration.• Azure MFA management.• Azure AD management.• SCCM software deployments.• Ensure compliance with relevant SLA’s.• Create and maintain process documentation.• Assist OT network team as required.• Maintain external vendor support.• Asset management and tracking.• On-Call support for afterhours outages.• Maintain phones through CUCM.• Maintain Video Conferencing equipment.• Configure and manage Village AV systems.

Perth, Australia

Mainroads WA

Perth, Western Australia, Australia

• Supervise and manage 13 staff across EUC Desktop Support, Desktop Maintenance and Asset Management• Ensure SLA’s are met on multiple levels.• Manage Support requests escalated from Service desk and ensure they are assigned to the correct queue.• Function as primary escalation point for BAU support enquiries. • Manage staff performance levels to ensure assigned tasks are completed within SLA timeframes.• Ensure correct processes and procedures are followed for deployment of new/replacement equipment.• Manage staff roster to meet required support hours.• Organise and schedule regional site visits.• Complete regular reporting for both the Service Delivery and Operations Managers• Determine if incoming work requests are outside of BAU scope and escalate for project allocation.• Build and manage client relationship and expectations.• Manage relationships with external stakeholders.• Analyse and improve current processes where appropriate.• Conduct interviews for new employees.• Conduct fortnightly team meetings.• Train staff on policies and procedures.• Conduct daily operations meeting to keep client up to date.• Complete daily/weekly reporting of case loads

Perth, Australia

Mainroads WAMaintain hardware and software to SOE standardsSupport meeting rooms including video conference equipmentDeploy software via SCCM and manual installationSupport the traffic operations centerSite visits to regional offices • Migration project for Department of Regional Development and Lands o Image and setup PC's on new domain o Assist with user data migration o Identify and resolve environment conflicts between new and old domains o Identify and resolve application errors in migration o Assist with resolution of outstanding post migration problems o Post migration data clean up o Setup and implement new procedures for user entry and exit• Maintain clients systems as per service agreements.

First and Second level support for Multiple clients systems.Onsite and remote.Maintain desktops and servers (2003, 2008, 2012)Work with a variety of infrastructure VMware, Hyper-V, Exchange, Citrix and O365.Maintain backup systems (Backup Exec, Veeam).Build and deploy infrastructure.Manage technicians work to meet SLA requirements.Install and maintain SSL certificates.

First and Second level support for clients systems.Onsite and remote.Maintain destops and servers (2003, 2008, 2012. VMware, Hyper-V and Citrix)Maintain backup systems (Backup Exec)

Osbourne Park

First and second level supportRemote support of POS systemsBuild and deploy desktops and serversMaintenance and warranty repair of stores equipment.

Burswood

First level desktop supportSupport for inhouse pplicationsSetup and maintance of user accounts

South Perth

First level desktop supportSupport for MS office, printers, scanners and other devices.