Steve Carter Email & Phone Number

Brisbane, Australia

* Installation, ongoing maintenance and repair of Simulators for many mining customers on the East Coast of Australia.* Install and maintain of many different types of projectors including Barco/Projection Design, Optoma, Epson and Mitsubishi Electric* Install and maintain large television screens* Install, maintain & repair of computers and associated simulator software* Install, maintain and repair simulator electronics equipment* Install, maintain and repair networking equipment including routers, switches and 3G/4G modems* Ongoing remote technical & onsite support for all Simulator customers in Australia, PNG and New Caledonia.

Queensland, Australia

Developed and managed the implementation of a neural network program written in Python for a fruit grading system. Creation of call reporting software in C# for small engineering firms, NBN cable repairs for residential and commercial companies. CCTV cable installations (Structured cabling)Achievements:• Drove financial efficiency for the client through the implementation of this project by reducing the manpower required during the fruit grading process. The benefit was a saving of around $15,000 - $20,000 in labour costs per year during grading and packing; OR more efficient usage of the employees who can be reallocated to more important tasks throughout the 3 month season.• This project has achieved better than 90% efficiency which ensures packed fruit meets its quality guideline. The result is a higher value for the stone-fruit per box when it goes to market. • Developed call reporting software for an engineering firm in c# which reports time and work types to the minute in an easy to read spreadsheet.

Fortitude Valley

I was the primary point of contact for all of IBM's Queensland DR clients. I regularly liaised with staff ranging from technical support personnel right through to Chief Information Officers and was responsible for the testing of disaster recovery processes for clients. I was also the coordinator for the data centres (access and services) at the Ann street and Alfred street data centres providing hands and feet support, security audit, access and accepting deliveries for all of our clients.I provided technical support for Desktop PC’s, Cisco Network equipment (Switches & Routers), IBM System X servers (System X 3550, 3750), IBM Storage (DS3400 and DS4700). Tasks varied from hardware replacement to various system configuration tasks. I have a good technical understanding across other various technologies including VMware, VEAM backup, Microsoft and Linux based software. I am also handy with programming languages such as C# and Python.Key Achievements:• Successfully completed a project implementing the ITCS104 security standard to disaster recovery infrastructure, minimizing the risk of compromised systems and data breaches. The project was successfully rolled out on infrastructure in Queensland, New South Wales, and Victorian data centres.• Created scripts to run on Windows standard operating environments to ensure that hostnames for each desktop computer were different across networked machines. The main reason for this was that it ensured the correct operation of client programs over the network. By automating this, the recovery time objective (RTO) was reduced by at least an hour on large network installs (from 4 hours to 3) and the personnel needed to manually perform the operation was totally eliminated.

Chinchilla, Qld

Established strong working relationships with multiple vendors while managing service agreements between our organisations. Handled client satisfaction issues and monthly reporting for service level agreement (SLA) adherence. l performed rostering and booked accommodation for 15 technical support staff across multiple remote sites in Queensland. I ran daily team meetings with field technical support staff to identify and action problem tickets before they became more significant issues. I was the management escalation point for after-hours engagement for our client. (24 x 7 bi-weekly). I regularly reviewed missed SLA tickets during monthly client meetings. I reviewed call data with technical support staff to identify training opportunities. I provided ongoing support and review of the scope of works between our company, our third party suppliers and our clients. I also provided oversight of small projects deliverable for the field service team.Key Achievements:• Reduced satellite phone telephony usage by 50% by migrating users onto the newly established TETRA radio system saving $20,000 annually.• Saved client $50,000 by arranging the repair of an out of warranty A0 large format printer after a catastrophic failure had rendered it useless• Implemented a new roster which improved overall IT availability with no additional cost increase over the year.

Brisbane

Managed a team supporting large enterprise clients for networking, midrange server, and storage infrastructure in the Asia Pacific region. Established and managed many client and vendor relationships. Undertook monthly and quarterly analysis of service calls which identified patterns in call data from reported issues. I used this data to identify quality issues in hardware components. I also used these metrics for communicating service level achievements to stakeholders. I organised regular education & training for staff reporting to me. I was the escalation point during business and after hours for our clients. I provided customers with root cause analysis/post incident review to ensure performance improvement for complex issues. I implemented changes to the call management system to provide better resolution data which improved fault tracking and identification of common technical problems. I worked with client delivery managers to ensure the quality of data provided for “Install, Moves, Adds, Changes” was accurate. I have an Intimate knowledge and understanding of warranty and maintenance support processes including risk related to parts sparing across a broad geographical area. I performed the rostering for the 24 x 7 support desk and was considered an expert in this area.I also provided consultation to the IBM sales team on services provided by the Network maintenance report support centre. As a permanent employee, I achieved the highest possible performance rating every year while in this role. Key Achievements:• Increased call pickup for inbound calls in the busy call center from 80% within 30 seconds to a 99% high by conducting a thorough review of systems processes and employee rostering; as well as implementing new call handling techniques.• Using data analysis, I successfully identified a quality issue in a manufacturer’s product which resulted in the company saving over a US$1million (in service credits) in the Asia Pacific region.

Brisbane, Australia

Remote technical support for IBM large volume printers, Point of Sales and other various OEM equipment (including HP servers), Closed loop reporting and complex data analysis, subject matter expert for specialized point of sale systems, delivery management for service stations client.

Brisbane, Australia

Remote technical support for IBM's "Think" brand of laptops, desktops and monitors (Since sold to Lenovo)