Line management of 4 onsite technicians Managing daily support operations Managing SLA requirements and weekly reporting on trendsCreating/updating knowledge base articles on a daily basis1st Point of Contact for Blackberry/smart phone issuesLotus notes support (client based) Backup tape rotations, backup exec consoleActive directory, SMS, Printing, audiovisual supportNetwork support & maintenance, some server 2003 troubleshooting. Computer hardware support & maintenance Specialized application support, Citrix remote support and setup. Looking after company VIP'sPatching the pabx phones system, name changes, port movesAchievementsSetting new levels of customer service by setting a new process of follow-up post service, attention to detail. Achieving record high's in positive customer service feedback forms. Continually meeting strict SLA targets. Completing several projects within the timelines and all objectives met and exceeded. Coordinating and setup of IT systems at 2 new Sydney Mercedes-Benz dealerships. SOE desktop/laptop rollout for entire MBAuP head office

Laptop/desktop rollout and support. All levels of support for up to 100 staff on site and internationally for the following: Windows server 2000/03 troubleshootingWindows 2000/SQL/XP/Vista & Office suite supportCitrix and remote desktop support.Network support/maintenance In-house application supportAudio visual equipment setup and supportActive Directory use at an Advanced level. Symantec backup exchange Full control of backups Meeting strict SLA targets Administration of Active directory and Exchange. All IT documentation

Helpdesk support for over 8000 staff. Senior member of the team providing both first and second line support for all Mott MacDonald systems. Supporting Windows XP, MS office suite, Lotus Notes and Touch-Paper. AchievementsBecoming a senior member of the teamTaking over 1st & 2nd line support for blackberryTaking over citrix supportChanging the face of the IT department Successful transition into the world of IT