• Monitoring and responding to incoming requests related to IT issues from our clients• Proactive, troubleshooting and remediation of alerts, events and incidents within agreed timeframes• Testing and monitoring of moves, adds and changes• Investigate and resolve complex escalated incidents (level three capacity)• Provide support and maintain operational documentation across supported technology areas• Propose and seek approval to develop and implement improvements and enhancements• Perform proactive deployments, upgrades, updates and replacement of hardware, software, cloud and security platforms• Be a leader in migrations from localized solutions to Microsoft Office 365 cloud and security solutions• Contribute to the selection of platforms and solutions• Review, recommend and maintain design standards• Provide advice, guidance and technology expertise to peers• Provide essential online security advice and support

• Visited clients to discuss business improvements through IT solutions• Designated as the main onsite support contact for a large private school north-east of the city where I worked closely with senior management to improve overall IT outcomes• Provided remote and onsite support to numerous clients, across a number of different industries, with a heavy focus on providing long term solutions & creating opportunities for projects to improve business efficiencies• Proactively monitored and maintained IT infrastructure, servers & workstations through the use of SolarWinds to prevent issues before they occur• Assisted with process improvements around ticket procedure and hygiene to improve overall service delivery and meeting SLA's• Collaborated with peers to resolve incidents and provide solutions to problems• Deployed and managed Windows servers, Office 365 & hybrid environments• Managed, configured and installed network equipment• Provided after hours support to important clients

Provided onsite support for multiple schools around Adelaide• Provisioned a new SCCM server, created Windows 10 image and task sequence, packaged and deployed required applications to improve efficiency of imaging and re-imaging devices• Created and implemented Windows 10 Group Policies that improved security and overall usability of user devices• Proactively identified and recommend improvements to ICT processes

Provided onsite support for Mitsubishi Motors Australia• Oversaw logging of all user incidents, service and access requirements and managed incidents and requests within SLA• Assisted with the large scale migration project to convert the current email solution of Lotus Notes to Microsoft Exchange/Outlook• Managed, configured and installed network equipment• Provisioned end user devices such as workstations & mobile devices

• Actively reviewed and resolved helpdesk requests raised by the business with a focus on root cause resolution• Reviewed all Email DL's (over 600) and liaised with Department Mangers to create a new standard naming convention, assign DL owners and provided documentation• Assisted with large scale rollouts of PC's and Mobile Devices

Provided onsite support for Rivergum Homes• Worked with department Managers and Team Leaders to improve the security of their file shares by implementing AD security groups• Created documented procedures for user creation and PC deployment as well as induction procedures for new staff• Implemented a call logging system and trained staff on the use of it• Simplified deployment of Printers by building a Print Server• Developed and maintained the IT Asset Register

• Provided 1st level support to clients within SLA• Logged calls & emails and forwarded to the appropriate support group• Monitored Incident, Service Request and QA queues

• Setup and configured domain server with required services• Setup and configured automated backup system• Designed and implemented Asset Register• Improved overall network and security

• Operation of the Projection Box & Opening and Closing of the Cinema

• Worked with the External Vendor to improve the call logging software used by the entire IT department• Monitored Service Desk and External Vendor queues• Modified user access using AD• Logging Calls & Emails• Liaising with External Vendors