Thomas Hollitt Email & Phone Number

Adelaide, South Australia, Australia

Working as part of the L2/L3 escalation team, assisting FRT (level 1) with problematic tickets as well as training them across systems to build skills within the group.Also working alongside the Enterprise team to assist with overflowed tickets that need urgent support.

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

Working on a 24x7*365 roster, monitoring customer environments and troubleshooting/triaging/resolving events or escalating to escalation points within specialist teams while 100% working remotely.● Performed over-the-phone support outside of business hours to clients while the service desk wasnot in operation.● Assisted with triaging and documenting potential issues before they arise, allowing specialistteams to prematurely fix them before a high priority incident rears its head.● Detected, resolved, and escalated incidents through Major Incident Management (MIM) andResolver Groups, ensuring timely resolution and minimal impact to customers.● Conducted monthly server patching and restarts, ensuring the security and stability of customerenvironments.

Adelaide, South Australia, Australia

I worked as a part of the Help Desk team, assisting Data Action as well as company clients with Level2 support on a 24x7 rotating roster. I also troubleshooted Data Action's internal banking processors.• Liaise with end users over the phone and email-based support during day shifts, ensuring that a high standard of professionalism and transparency was maintained whenever performing my duties. Duringnight shifts, I performed several tasks required for client bank run processing. These tasks involved care and attention to detail, as there was a requirement for prerequisite tasks to be run before performing a nightly database refresh.• I worked closely with third level resolver teams, troubleshooting and testing, ensuring that any issues that need to be escalated contain the required details and are triaged to ensure a quick resolution.

Adelaide, South Australia, Australia

I worked on-site at the Adelaide office, assisting in hardware and software support while also working asphone support for 6 remote sites located in Sydney, Auckland, Ireland and Manila.• I assisted with procurement of hardware and software for the Adelaide site, ensuring that every worker on-site was set up to perform their role. I also worked alongside site admin with setting up and sending out any WFH hardware.•I performed on-call support out of business hours for Incidents. As Major Incident Manager, I managed High Priority Incidents, contacting resolver teams on-call and triaging information with these teams and the affected clients.• I built a knowledge base from the ground up for systems and hardware in the Adelaide site, and ensured the teams from other sites were across the documentation to ensure everyone was on the same page.

Modbury, Adelaide

In this role, I was a member of the 24x7 After Hours support team based in Modbury.• I worked on over 30+ client accounts after-hours, the majority of them within Australia and some overseas. I provided Level 1 support, ranging from simple onboarding and offboarding tasks, Citrix session troubleshooting, password resets and Active Directory security group management. • I took inbound calls to assist users, taking upwards of 40-50 calls per 12 hour shift with anaverage call handle time of 3 minutes. The majority of these were lodged as Incident tickets, requiring an understanding of many different systems to resolve problems successfully.•I handled management of Major Incidents, calling resolver teams to alert them and updating the MajorIncident Manager on the status of said Incident.•I worked closely with Team Leaders, updating and creating knowledge base articles to ensure team knowledge is the same across the board.• Worked a rotating shift roster, with 12 hour shifts 3-4 times a week, per month.

Adelaide, Australia

Contracted out by Piper Talent to HCL Infosystems to supply help on the IT Service Desk for Elders.• Assisted the team with testing internally developed tools and documenting them for training futureanalysts.• Worked alongside my colleagues assisting Elders staff post HCL takeover, taking phone calls andattempting fixes of issues that the client may be having.

Edinburgh, Adelaide

Worked as a production line cleaner for Inghams. Adhered to the standards of cleaning required for chicken production lines.

Certificate Iii, Information Technology

South Australian Certificate Of Education