• Create/Modify Windows SOE image for TAC/WSV• Creating images using MDT• Creating custom Task Sequence for SCCM deployment• Applying custom software to SOE using both SCCM and MDT• Creating and applying custom driver packages based on hardware queries• Creating offline build media• Managing fleet wide Windows version upgrades• Deploying fleet wide upgrade both in office and over VPN• Packaging applications to assist with SOE upgrades

• Point of escalation of both hardware and software related issues• Managing and supporting multiple application platforms across desktop and service desk• Logging and actioning tickets using Axios Assyst• Managing the Asset Database• Onboarding new staff and providing training • Mobile device configuration and management• SOE (Standard Operating Environment) Testing• Liaise with Business Areas regarding upcoming projects and ongoing issues• AD, SCCM 2007/2012 utilisation and application deployment • Imaging, assigning and deploying machines• Managing AV systems including Polycom systems • Setting up desks with Desktops, Laptop Hubs, Monitors and Patching Ports• Logging Warranty and Service Requests with Vendors

• On-site technical service• After hours and weekend support• Provide over the phone support and remote desktop support• Ensuring all jobs attended are tested and completed before leaving site• Receiving and logging jobs through technician portal• Providing service to both hardware and software issues• Managing parts inventory as per job request• Provide invoicing and emailed receipts to customers• Working with other technicians to complete and solve difficult jobs• Completing warranty jobs failed by other technicians

• First point of call for all help desk enquiries• Provide over the phone support and remote desktop support• Completing first call resolution on a daily basis• Managing and supporting over 6 different types of applications including lotus notes• Logging and actioning tickets using Remedy• Troubleshooting every call before passing it onto the appropriate area or following the incident through until resolved• Providing support to both internal and external users over a broad range of applications• Managing high volume call times using a system to provide efficient yet quality support • Maintaining and improving an astounding reputation for providing first class support and incident resolution • Liaise with different departments to work toward a solution while still upholding SLAs and the elevated quality of work expected from the service desk

• Provide level 1 and 2 technical support to over 700 clients across a range of 16 devices and 20 different types of software• Local, interstate and international travel for installation, maintenance and repairs which could include weeks on site installations• Working with software developers to fix bugs and include features requested by clients• Help desk responsibilities• Answering multiple helpdesk calls daily• Addressing service orders logged through the customer portal, establishing a connection and giving client’s timeframes on service and maintenance projects• Providing remote support with software including Go to Assist and Teamviewer while communicating instructions to either staff or local IT• Provide training seminars purchased by the clients to both staff and local IT of all purchased products both hardware and software • Being first point of access to problem devices allowed me relay information to research and development to improve products so they require less maintenance• Working as a team to complete high priority service orders efficiently by aligning issues to the TSO with the corresponding strength• Adhering to a strict targets and KPI structure• Adding support resolution documentation to a database to aid other support officers resolve similar issues, creating a more efficient method of troubleshooting

• Provide hardware and software support to staff and students including but not limited to laptop, desktop, tablets, interactive whiteboards, printers, BYOD and mobile phones.• Maintain, service and configure switches, routers, servers, active directory, DHCP, DNS, group policy and print servers• Manage and maintain 250 netbooks which included virus removal, software upgrades, custom installations, hardware faults, replacements, and general overall support • Log warranty claims and liaise with manufacturers regarding hardware replacements. • Create and deploy images using WDS and SCCM• Domain Administration