Toby Wagner Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Ipswich

Employed on a full time basis. My role consists of providing level 1 /2 ICT support within a network that supports over 1300 wirelessly networked laptops as well as a large amount of other networked peripheral devices. Supporting both staff and students, some of my key objectives include:• Troubleshooting hardware and software related incidents.• Troubleshooting issues within Windows 7 and Windows 8.1 operating systems.• Troubleshooting TCP/IP related incidents.• Troubleshooting wireless networking related incidents.• Troubleshooting LAN related incidents based on the OSI model.• Troubleshooting issues for a wide range of software packages.• Configuring networked devices such as projectors, printers and phones.• Administrative tasks within Microsoft System Center Configuration Manager (SCCM).• Administrative tasks within Microsoft Active Directory including management of user accounts, security groups, organizational units and computer accounts.• Logging all ICT related activities in a formal ticketing system.• Documenting ICT procedures and providing education and training material for end users.• Liaising with external support teams to log issues with hardware and software faults.• Managing service contracts and support with external IT vendors.• Resolving a high volume of incidents without need for escalation.

Brisbane Cbd

My role at Queenlander’s Credit Union was to provide assistance and support IT operations within the business, working with other IT staff in the department. This was a part time role I held for 7 months. My key contributions in this role include:• Being the first point of contact for all ICT related incidents and requests.• Over the phone and in person technical desktop support in a Windows 7 environment.• Managing assigned helpdesk incidents and requests logged by staff members and providing resolutions according to service level agreements and ITIL orientated practices.• Liaising with other support teams and external providers.• Keeping records and auditing of ICT hardware and assets, ensuring the configuration management database was concordant.• Updating and populating ICT department knowledgebase.• Testing and troubleshooting ICT hardware and peripheral devices.• Deployment and implementation of thin and zero client hardware.• Carrying out basic administrative tasks within Active Directory, Windows Server 2008 and Office 365 Exchange.• Assisting in the delivery and support of Virtual Desktop Infrastructure project in VMware Horizon environment.• Managing ‘BYOD’ devices for staff members via Cisco Meraki Mobile Device Management (MDM).

Certificate Ii In Information Technology

Education record