Alex Singleton Email & Phone Number

Brisbane City, QLD, AU

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

• The Senior Service Desk Analyst sits within the Managed Services Team. It is a role within this team dedicated to providing the best in customer service experience to clients.
• Accept assignments from the Service Delivery Manager and work with the team to resolve/own the issue
• Provide support, help and mentoring for junior staff members
• Accept service desk escalations
• Accept assignments from the Tech Leadership and Account Management teams
• Project support as required

Brisbane, Queensland, Australia

• Desktop and remote support for 5 sites in QLD, inclusive of Brisbane head office. Act as escalation point for overseas Service Desk. Assist L3 server and networking teams with projects and day to day operations. Visit.
• Sole support officer for entire state throughout initial COVID lockdowns to mid-2021
• ~2500 tickets resolved for year end 2020
• State Achievement Award 2020
• Train and mentor 2nd FTS support staff member (arrival mid 2021)
• Onboarded ~470 new starters (May 2019 - Feb 2022)

Brisbane, Australia

• Call Centre L1 FPOC support for Asia-Pacific CBRE Group (Australia & NZ).
• Oversee and prioritize incoming service requests that come through a phone call, email or Skype for Business. Ensure that all service requests are logged, assigned, managed and owned until resolved or escalated to the.
• ServiceNow Ticketing system
• Support of Windows 7, Office 2010 & 2013, McAfee, Quest for Active Directory, Server 2008 + 2012, Symantec Enterprise Vault, Equitrac printing technologies
• Provide local office Desktop Support where required
• Support and Administration of In-house developed application – RECDOffice 2010/2013/365Enterprise Vault 11/12Custom in-house applications: RECDWindows 7/10Server 2012 R2 (file + print)BOMGAR remote support Powershell.

• SERVICE DELIVERY ENGINEER, AIRBUS HELICOPTERS (AIRBUS GROUP AUSTRALIA PACIFIC – AGAP)June 2014 – presentOnsite desktop and telephone L1/2 support for Government contracted military aviation client.
• Imaging and deployment of applications via Symantec Altiris
• Support of HP thin client Citrix virtual environment
• Server support of Citrix sessions, Exchange accounts, file and folder security, file restores, Symantec email archiving
• Active directory user account creation, modification & deletion
• Windows XP and 7 in house application installs and troubleshooting

Brisbane, Australia

• SERVICE DESK & ONSITE DESKTOP SUPPORT, DATACOM February 2014 – June 2014Provided 1/2 level support for multiple large Government departments in addition to existing Datacom SME clients and internal Datacom staff
• Support of Windows 8 and Office 2013/Office 365 emerging technologies
• Onsite support provided for client office relocation and fitout
• Average ticket closures 30-50 depending on volume of calls
• Administrative support of Citrix sessions, Exchange accounts and Active directory resources
• Active directory user account creation, modification & deletion

• SERVICE DESK, DEPARTMENT OF AGRICULTURE FISHERIES AND FORESTRYNovember 2013 – February 2014Callcentre phone support to multi-domain QLD Government Departmental staff.
• Windows XP and 7 migration support inclusive of application compatibility troubleshooting
• Mobile (iPhone, Android & Blackberry) + iPad device email support via BES, ActiveSync and MDM
• SAP account creation and modification
• Manual software installs and configuration + software deployment via SCCM
• Support of custom in-house mainframe and console based applications for land management

• HELPDESK, BRISBANE AIRPORT CORPORATIONJune 2013 – September 2013L1/2 onsite and helpdesk support for BAC staff based at Skygate head office. Daily core tasks involved user education, documentation creation and.
• Support of business critical CCTV systems including warranty job logging and fault escalation
• Reduced ~400 existing tickets to < 200, effectively halving service desk workload single handedly
• Creation of Cisco phone and voicemail accounts
• Manual software installs and configuration + software deployment via SCCM
• Active directory user account creation, modification & deletion

SYSTEMS ENGINEER, CELENTIAJuly 2012 – June 2013Provided level 1, 2 and 3 desktop & server support for multiple environments in a remote and face-to-face role. Client sites and datacenter featured Microsoft Terminal Services, Small Business Server 2008, Server 2003 & 2008, Windows 7/8 and Exchange 2003/2007/2010 technologies. Assisted with rebranding of the.

L2/3 TEAM LEAD, DOMINOS PIZZAJune 2011 – May 2012Performed a dual head office support/store support role for Australia and New Zealand. Store environments built around Windows 2000/SQL Server 2005 and Windows Server 2003/SQL Server 2008/Windows XP. Daily duties involved telephone and face to face desktop support (L1/2/3) plus vendor support for outsourced.

L2 SYSTEMS ENGINEER, SPIRITUSApril 2011 – June 2011Responded to Windows 7 related user requests inclusive of 1st and 2nd level support for Exchange 2007/2010 and existing core enterprise server software (Server 2003/2008 R2 64 bit). Managed iPhone & iPad deployment and configuration for VIP users. Support and troubleshooting of Xenapp 6 Citrix environment.

SERVICE DESK ANALYST, QUEENSLAND RAILOctober 2009 – April 2011L1/2 helpdesk telephone support of a 16,000+ user environment during separation of QueenslandRail and QR National.

L2 SERVER ANALYST, ORDYSSOctober 2008 – October 2009L1/2/3 onsite and remote systems support of multiple clients for Managed Services Provider. Average client size <50 seats featuring Microsoft technologies.

IT HELPDESK OFFICER, VIRGIN BLUEJanuary 2007 – October 200824x7 L1/2 desktop and telephone support of a 6000+ user environment based in Australia and New Zealand.. Performed 2nd level support role in addition to helpdesk services, assisting desktop and infrastructure teams to deploy PC’s and manage existing email, in-house developed applications and remote.

IT SUPPORT OFFICER, ALLIANCE AIRLINESFebruary 2006 – February 2007Desktop and server support for a 200+ user environment, including over 100 PC Desktops, 20 Laptops, 30 Thin Client terminals, 8 servers and 5 major multifunction printer devices.