Sam Bean Email and Phone Number

My return to DXC (previously HPE) began with a project to transfer RMS customers from a flight deck in Sydney to Adelaide. I'm currently a shift lead in a 24/7 environment, looking after Z-series operating systems for government and large corporate customers. We monitor system and batch, and assist with planned work including migrating customers between data centers and updating performance capabilities.

I was on contract in an IT Desktop support role, administering corporate users with Exchange, Active Directory, CISCO, RSA, and SCCM. Supporting applications, devices, and everything in between.

I was hired to create a series of documents detailing service inclusions and exclusions for the Optus Smartshop support service CloudFlow. This quickly became a project management role where I created a 24x7 onshore support desk complete with procedures and knowledge base. I also analysed migrations for Office 365 and SharePoint Online and created a product and process for performing the migrations that can be done by Level 1 support for minimum cost.

- 1st level support for Windows, Macs, servers and equipment. Support performed remotely- Laptop/desktop configuration for new users (from temp staff to CEOs)- Onsite support for routers, switches, and Point-of-Sale terminals- Performed System Administrator tasks on customer servers (administrating users, clearing space, running updates out of hours)- Supplied Managed Services to customers through Kaseya and N-Able, added visible value to the services with creation of reports- Responsible for booking interstate technicians to support customers nationally, and for booking 3rd party technician work and couriers- Created a body of process for handling and prioritising work and handling incidents, created a knowledge base from scratch in Zendesk (75+ articles)- Identifying potential security issues and remedying them with either process or passwords- Created minutes and action points during company meetings, distributed to employees- Performed a skills analysis of employees to create focus on company strengths- Rebranded company, designed and provided content for company website, oversaw creation of business cards

- Storage and Output support for the SA Government across multiple platforms- Batch work for SA Water and WCWA on Tandem- Maintained CBA backups on Wintel using CA-Arcserve- Assisted in relocating flight-deck operations from Sydney to Adelaide- Audit-proofing work environment and trained new hires

- Supported System and Batch for Z-series Mainframe- Performed incident management and 1st level networks role- Planned for and took part in Disaster Recovery testing, plus weekend IPLs and maintenance- Part of the team that went from local shifts to the first global Follow-the-Sun operations model- Ensured stability of critical systems for the lender of last resort during the GFC

- 1st level support for incoming IT calls- Escalation of incidents and tracking issues using Peregrine/Servicecenter as per ITIL framework- Remote desktop support performed- Provided breakglass accounts, administrated existing accounts across multiple platforms- 1st level support for out of hours mainframe, midrange, and UNIX issues- Training of new hires

- Signed to Earache Records, UK until 2008- Provided composition, lyrics, and performance (guitar, bass, vocals) on first three releases: Self-Titled, Dissimulate, World of Lies- Performed tour planning (UK specific, from 2005)- Performed 300+ shows, including 3 full US/Canada tours, 3 Australian tours, 1 Europe headline tour, 5+ UK tours- Supplied written web and interview content- Training of new musicians (guitarists/bassists/drummers)