Sarah Elizabeth Thompson Email & Phone Number

Hillcrest, Qld, Au

Hillcrest, Qld, Au

Botany, New South Wales, Australia

Girraween, New South Wales, Australia

Achievements- Assist with the implementation of Fortinet EMS- Tech lead on implementation of Varonis Data Advantage

Seven Hills, New South Wales, Australia

Duties include;- Help ensure the security and integrity of the network through access controls, backups and firewalls- Help maintain the performance of IT infrastructure by performing daily, weekly and monthly preventative and recurrent system maintenance tasks- Liaising with 3rd party IT Business Partners and Suppliers for provision of services and issue resolution- Participating in critical IT Projects, new solution deployments, branch relocations and software upgradesAchievements- Re-design backup infrastructure

Parramatta, New South Wales, Australia

CBHS is a not-for-profit private health insurance provider, utilising several different technologies to provide the best solution for the business. Duties include;- Monitoring on-prem and Azure servers- Network Health - Process improvement- Scheduling after hours activitiesAcheivements- Lead Engineer migrating Development team from on-prem VMs to Azure 365 Desktops

Sydney, New South Wales, Australia

Tango Technology is a multiple service provider offering a comprehensive range of infrastructure services and business solutions. Utilising many different technologies to provide the best solution for the client. I started as a Level 2 engineer and have been promoted through to ranks to Technical Services Team Lead.Duties include;- Dispatching tickets to Engineers- Scheduling on-site work (bearing in mind planned leave, previously arrange on-sites, and resourcing for getting phones answered)- Mentoring in procedural, customer service and technical matters- Communicating with Clients- Establishing processes- Process improvement- Engineering work

Sydney, New South Wales, Australia

Acheivements- Lead Engineer rolling out named user account for a Private Hospital- Lead Engineer building hosted Citrix Environments for new clients- Powershell scripting to assist in monitoring and accurately reporting SPLA licensing and user accounts, as well as other ad-hoc tasks- Presenter at 'Lunch and Learn' (internal knowledge sharing forum)

Sydney, New South Wales, Australia

Achievements- Authored and implemented PowerShell scripts to assist Sales accurately gather required information for client billing- Authored and implement client AD audits, via scheduled PowerShell Scripting- Installed and configured multiple MDMs (Blackberry\Good and Intune)- Implement Duo Security for Netscaler\Microsoft Remote Desktop services\Office 365 OWA

North Sydney, New South Wales, Australia

While at Sony working on the Helpdesk supporting 200+ users based in Sydney, Australian state offices, & in New Zealand.1st Level & Desktop Support- Manage & support all workstations- Asset Management in Simple- Administer landlines & Voicemail via Cisco Call Manager & IPFX- Author & amend documentation to ensure all is current- Effectively communicate information to staff in a timely manner- Evaluate, identify process for continuous improvement- Escalate to regional teams for upper-level troubleshooting- Manage ticketing system & monitor Team SLA breaches- Reporting & deploying software via MS System Centre 2012 R2 Configuration Manager- Update & expand library of Help Sheets for End UsersOperations- Administer AD Objects- Administer Duo Mobile accounts & access- Administer Papercut accounts & access- Administer Adobe Creative Cloud accounts & access - Reporting Assets for finance,& team stats for presentation to the Managing Director- Administer & manage client Group PolicyServer Admin- Administer, monitor, & recover items from Data Protection Manager- Build, upgrade & maintain Hyper-V Virtual Machines across clustered hypervisors- Maintain & update workstation images using Windows Deployment Services- Provision, administer & monitor Cloud based resources from our provider using VMWare- Review & release updates via Windows Server Updater ServiceAchievements- Authored several PowerShell scripts to automate monthly auditing for compliance- Designed & Developed an internal SharePoint site with internal processed, a knowledge base & FAQ for end users- Fire warden 2012-2014- First Aid Officer Feb 2016- H&S Committee- TASMAN (Intranet) Steering committee

North Sydney, New South Wales, Australia

This role was created when the 1:1 program was undertaken at the beginning of 2010. Prior to this time neither this role nor the level of documentation or structure existed. I started as a Support Officer nad and have been promoted through to ranks to Helpdesk Coordinator.- Administer user accounts in AD- Communicate and meet with various stake holders- Coordinate team meetings (Minutes and Action Items)- Develop and communicate team process, policies and guidelines - Establish mutually agreeable process with vendors- Formal and informal performance management of staff as required, according to department and business policies and procedures- Fundamental understanding of project management methodology- Identify, evaluate and improve processes- Implement, monitor, manage and communicate changes that directly and indirectly impact the team- Manage escalated jobs and assign to appropriate persons when necessary- Manage relationships with vendors and internal stake holders and external customers- Manage short term and long term goals- Manage Staff workloads and resources- Manage the Helpdesk Budget- Manage ticketing system (coordinate and monitor)- Monitor and maintain SLA both internally and externally- Monitor team mailbox- Provide coaching and mentoring to staff- Recruitment of new Helpdesk Officers-Tracking and recording of ICT AssetsAchievements- Develop and communicate fundamental team processes, policies and guidelines- Developed and implemented a team mailbox communication process- Establish SLA both internally and externally- Established and coordinate the disposal of old equipment to Charity- Played a primary role in the design of team working space to comply with Ergonomic and OH & S Standards- Played an integral role in the restructure of the IT Helpdesk- Support and Actively participate in School Open Day as Helpdesk Coordinator- Fire warden

North Sydney, New South Wales, Australia

In addition to the duties listed under IT Support Officer at Monte Sant Angelo Mercy College- Manage and coordinate team tasks- Manage Call logging system- Support the improvement of process- Support the Network Manager.- Update Console One applicationsAchievements- Enlisted PlanetArks facility to recycle used Toner and Ink Cartridges- Developed an ergonomic guide to assist staff in the layout of their work space.- Developed an excel worksheet for Budgeting purposed- Presenting at the Australian Independent Schools IT Managers Conference

North Sydney, New South Wales, Australia

My duties and responsibilities include:- Assist PC users overcome operational difficulties.- Create and restore computer images and application install packages.- Imaging Media Labs with new SOE- Implement best practice support procedures.- Implement maintain and improve upon the existing SOE.- Manage toner stock, and troubleshooting miscellaneous printer errors.- Respond to IT support requests lodged in the IT Helpdesk System.- Troubleshoot laptops and desktops with both Hardware and Software issues and faults.

Lane Cove, New South Wales, Australia

My duties and responsibilities include:- Assist in maintenance of network infrastructure- Provide computer support to users- Ensure all PCs are running Cochlear supported configurations.- Configure PDA and Palm devices to Sync with Notes.- Maintain the tape library

Advance Diploma, Information Technology E-Security, Credit

Diploma, Information Technology Network Engineering, Credit

Certificate Iii, Information Technology (Network Administrator), Credit

Certificate Ii, Information Technology, Credit

High School