Patrick Harding Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• Being an escalation point for the Service Desk team.• Troubleshooting infrastructure issues with Windows Servers.• Assisting with vulnerability management and deploying critical security patches to both servers and PC’s• Commissioning new Windows Servers. • Managing monthly patches of Windows Servers ensuring deployment times are set and correct patches are deployed. • Performing disk analysis and expanding drives where necessary.• Decommissioning old servers that are no longer required. • Documenting processes and fixes for the Service Desk team.• Liaising with 3rd party vendors to organize maintenance and upgrades to be done on infrastructure software and hardware.

Melbourne, Victoria, Australia

• Providing desktop support remotely and onsite to over 200 people in the business, using various methods of troubleshooting.• Worked within various programs such as active directory, SCCM, Cherwell, Exchange Admin Centre, Interaction desktop, Forticlient.• Provided administrative services such as software installs, shared file access• Liaise with ICT staff and specialists, including external service providers as required to resolve more complex issues and to ensure compliance with Service Level Agreements.• Participate in review of support activities with a view to continual improvement of services provided.• Onboarding users in the business which required different levels of access, programs setup and shared inbox requirements.• Performed basic setups and troubleshooting within the companies 3rd party health insurance program Hambs.

Abbotsford

• Providing desktop support to over 100 people in the office, using various methods of troubleshooting• Desktop support included both Windows and Mac users, Office 365, Exchange, Active directory, Sophos. • Providing administrative services such as software installs, shared file access.• Providing level 2 style support to 300 stores for issues escalated by the 1st level team.• This included: software reinstalls, profile issues with back PC’s, troubleshooting any issues escalated by 1st level.• Setting up new users through Active Directory and sourcing appropriate hardware for the user.• Setting up new hardware by deploying software through SCCM. • Utilizing various tools such as SCCM, Kaseya, Exchange admin centre, Fresh Service.• Setup new and refurbished stores Australia wide. This included installing all POS and BOS equipment onsite.• Provided a “tech bar” style service to users during certain business hours as a way for them to come seek IT help rather than logging tickets. • Ensure all solutions are documented for Service Desk team to access.

Camberwell, Victoria, Australia

• Review incoming problem tickets from end users to assist in resolving application and software issueswithin servers, databases, and other mission-critical systems. This includes categorisation, prioritisationand technical escalation as defined by the Incident Management process• Ensure all pertinent end user identification information, including name, department, contactinformation, and nature of problem or issue is documented within the Service Management system• Facilitate timely technical solutions and/or workarounds• Provide status updates on resolution progress for Major Incidents.• Ensure all solutions are documented in a publicly accessible format• Test fixes and perform post-resolution follow-ups to ensure Major Incidents have been adequatelyresolved• Post software updates, drivers, knowledge bases, and frequently asked questions resources oncompany intranet and knowledge database to assist in problem resolution• Log and maintain (through to closure) Problem Management records when identified as required• Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems

Hawthorn East

Providing over the phone I.T support to the Coles Group brands and Target Australia (Until May 2016). I provided assistance to Coles Supermarkets, Coles Online, Coles Express, Coles Liquor Group, Coles Head Office, Coles Supply Chain, MyColes, Target and Target Country. I also provide technical support for the Workforce Time Keeper system utilized by Coles Supermarkets and Target. I also provide support as well to various technicians for hardware jobs such as Fujitsu and NCR. My job is to troubleshoot I.T issues that may occur with these brands. If I am unable to resolve any issues either by, verbal instructions or checking and changing I.T systems remotely, I then log the problem across the various support groups we have available. Most software faults will be logged to our 2nd Level Agents. For Hardware faults most of these are logged to Fujitsu for repair or replacement of store's hardware.In February 2016 I have also taken on the role as a shift leader during the call centre's after hours(typically weekends and after 5pm weekdays). Responsibilities include:Liaising with Support TeamsSupervising colleagues in the absence of Contact Centre managementManaging high impact incidents that are impacting the ability of a store or brand to tradeUsing various PC applications to complete work tasksCompleting reports for Operations Manager

Preston

Worked casually as a waiter, providing full table service.

Front counter, machine operation, deliveries. This job is on a casual fill in basis.

Kilmore

Delivery driver and the preparation of orders.

Wallan

General wait staff in bistro and Drive in bottleshop.

Bachelor Of Business Information Systems

Education record

Activities and Societies: Cricket, Soccer, Hockey, Debating