This Solution is a privately owned, nationwide IT company that provides business information technology support to over 400 sites right around Australia. Its phenomenal growth can be attributed to the vision my team has to provide a world-class IT support service that is customer focused and best of all, 24/7. We also ensure that IT supports your business growth and aligns perfectly with your business plans. Our team at This Solution:• Answers over 40,000 service calls each year;• Has multi-vendor experience;• Has designed and deployed complex IT infrastructure;• Has proven capability in helping clients overcome major catastrophes such as fires, to quickly restore business activity;• Consistently wins new business thanks to its commitment to customer service and direct advice.Our future looks bright with strong growth arising from our strategy to offer competitive managed services, outsourcing of IT infrastructure support and cloud services in the market.As the Director and Solutions Architect at This Solution, my key duties include: • Providing IT advice and support to clients directly;• Overseeing the provision of such advice and support by my team;• Refining and delivering staff training;• Creating tailored IT solutions for clients;• Ensuring adherence to our high standard of service;• Recruiting new staff;• Designing the marketing strategy of the business; • Spear-heading tenders to win new business; and• Working with my team to create the action plans to achieve our business objectives.

I am a firm believer that your team is your greatest asset, but being in a tech world it’s always a challenge. Do you hire great techs that work independently, or do you hire good customer service people that can follow a technical process? I am in favor of having good customer service people, but the issue is that they still need to do technical support. Ensuring everyone followed processes was tough especially considering our volumes ( we work on 35,000+ tickets a year ) and our team structure which is geographically dispersed across 3 continents and 5 time zones.We looked across the globe for a solution which would solve our problems but found none. This is how ServiceTree was born – a system that automates our business and technical processes which enables us to service our customers better, hire customer oriented staff which can easily manage complex technical tasks with less proficiency and deliver a win-win experience.ServiceTree is an every evolving product – we have an exciting road map ahead and as the key visionary of the product I look forward to utilizing technological advancements to find out of the box solutions that every MSP / IT department can benefit from.

PowerNET Computer Consultants provided IT support in Melbourne at the time of my employment. As a Technical Computer Consultant at PowerNET, my role included:• Designing, implementing and supporting computer systems based on Windows 2000, Windows NT and Windows 95/98 peer to peer.• Supporting all Microsoft Windows platforms (95/98/Me/NT/2000) including:o Operating system builds and modifications;o Installing and configuring software applications;o Troubleshooting OS and software issues; and o Disaster recovery.• Internal staff training.• Diagnosing and repairing notebooks.• Hands on computer training of clients. • Site support to over 600 clients.• Providing technical second and third level support including:o Installation and configuration of new hardware and software;o Support of Microsoft Office 97/2000;o Support of POS and accounting applications;o Configure and maintain back-up systems; ando Support of various other applications. • Diagnose hardware and network problems.

Australia Post is the Australian Government owned organisation that provides postal services throughout Australia. It has just under 5000 retail outlets in metropolitan areas and over 2500 retail outlets in rural and remote areas nationwide.As PC Support Analyst, my key roles in this position included:• Providing first level technical support to Australia Post’s national retail network (3,900 sites) for:• EPOS based on Windows NT platform;• TCP/IP LAN network; and• WAN via ISDN.• Providing first level IT support to approximately 30,000 users nationally across 400 applications. Answering approximately 80 calls per day.• Microsoft Windows 95/98/NT platform used. Support including: • Setting up network printers and file shares;• Configuration of 3rd party software;• Troubleshooting software conflicts; • Setting up network user profiles; and• Configuration of notebooks to access the network (TCP/IP configuration).• Providing second level PC Desktop support.• Configuration of new hardware, and software;• Hands on support of Ms Office suite; and• Hands on support of Australia Post specific software.• Preparing a new national e-commerce helpdesk• Troubleshooting software, hardware and network problems.• Ensuring the smooth running of retail site’s backups.• Liaising with field technicians and 3rd level support.• Assisting in decommissioning or decommissioning of a site.

I founded Sanity Computers in 1995 while completing my VCE, to apply and grow upon my extensive knowledge of the computer industry. I successfully built the business to include a wide portfolio of clients, both residential and commercial.The services provide by Sanity Computers and key responsibilities I had included but were not limited to:• IT consulting to small business and residential clients;• Implementing local networks;• Connecting clients’ local networks to the internet;• Developing Windows NT4-based servers configured as Domain Controllers, File and Print Servers; • Administration of Microsoft Windows networks; and• Design and implementation of email servers, web servers and gateways.Successful projects included:• Drummond Street Relationship Centre: A complete overhaul of the network, upgrade of the server and implementation of a more effective backup process.• LifeWorks: An independent assessment of their current network infrastructure and workstations.• Southern Restaurants: Design of an email/intranet/dial-up server with a permanent Internet connection for their restaurants to access.