Russell Bertram Email & Phone Number

Melbourne, Australia

Melbourne, Australia

• Management of level 1-3 tickets from a 500+ seat multi-client service board• Assigning tickets to a team of technicians• Monitoring networks, servers and workstations• Production resolutions and workflow management• Network deployment and configuration• Office 365 set-up and migrations• On-site and remote support• Client relations and performance meetings• Mac and PC hardware repairs and SSD upgrades• Windows and Mac server and user management• Assisting sales team in preparing solutions for new and existing clients• DNS management• Adhering to strict SLA timeframes to minimise client downtime

Melbourne, Australia

• Respond and process technical support enquiries via trouble tickets and incoming calls• Monitoring network environments for managed service clients• Researching and approaching warm leads and potential new clients• Preparing proposals and quotes for new and existing clients• Responding to tenders and discussing specifications• Network and site documentation• Managing websites, domains and DNS• Onsite support and client meetings• Hardware repairs and upgrades• Content Management Solution integration• Website development, design, maintenance and updates• Microsoft Server and Exchange management• Troubleshooting software, connection, hardware and networking issues across multiple platforms• Setup and integration of VOIP telephony systems• Office 365 and Google Apps setup, integration and administration

Melbourne, Australia

• Delivering technical Mac and iOS device reservations for 30+ customers per day• Consistently achieving above the set daily technical appointments and device repairs • Providing friendly and professional customer service• Completing repairs within an ESD safe environment at all times• Troubleshooting hardware and software problems • Data migration• Installing and configuring numerous software packages• Expert advice and sales of suitable products within the company’s range• Promotion of the company brand and adhering to policies and procedures

Biggar, Scotland, Uk

• Working with a wide-ranging client base from individuals to large companies • Diagnostics, repairs and servicing of PC/Mac systems, laptops and mobile devices• Virus/malware removal and protection installation• Design and assembly of custom PC systems• Remote and on-site technical support and repairs• Educating customers on systems and software• Consistently striving to achieve excellence in customer service to ensure repeat custom• Set-up and maintenance of wired and wireless networking systems, printers and storage• Maintaining an organized work environment in preparation for high pressure and multi-tasking situations• Adhering to the national standards in occupational health and safety operations• Skilled in sales, promotion and up-selling • Stocktaking and ordering• Accounting, invoicing and banking