Toorone Mckellar Email & Phone Number

Sydney, Australia

Sydney, Australia

Sydney, Australia

First point of contact in a fast paced media environment. Responsible for a mix of first and second level support and rapid resolution of any reported concerns.Undertaking daily inspections of systems to determine fitness for purpose, identification of problems and resolution of any issues before they impact the business. Selected Contributions:Monitoring of multiple alarming platforms across Australia, South East Asia and China to identify problems in real time.Working closely with Tier 2 team to expand my ability to handle issues on first contact.Incident management and responsibility for business wide communications on any issues that could impact client experience.Creation, Removal and updating of internal user profiles in the exchange and active directory systems.Use of Citrix Delivery Console for resolution of user problems

Handle technical troubleshooting within an enterprise level managed services environment, including system crashes, network slow-downs and outages. Raise and track priority issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of incident tickets. Use Service management software to raise, prioritize and track incidents, ensuring communication with the customer is maintained and Service Level Agreements are upheldExposure to and utilization of ITIL methodologies. Selected Contributions:Developed and documented processes for accessing secure datacenters under Optus management. Developed and documented technical process for conducting IP accounting. Relieving the senior staff of these requests and freeing them to focus on higher priority faults leading to better productivity.Exceed issue-resolution targets and achieved exemplary customer satisfaction scores.Handle 30+ technical/mission-critical calls daily and consistently meet high service standards. Resolving issues utilizing Remote log in to routers, switches and servers, User account administration and password resets.Handle 100+ emails daily across technical, general queries, internal mail and redirections. Requesting additional information if required, Raising incidents, resolving password and user account issues.Trained junior and new staff in company policies and procedures, instruct on software usage and best practice. Demonstrated a high level of proficiency with an enterprise level incident management tracking software assisting with the compliance of targeted SLA’s & KPI’s

Adapted to working in a high pressure environment dominated by face to face customer interactions. Time management skills were essential as was the ability to stay focused amongst an often chaotic atmosphere.Handled day to day station operations involving but not limited to: Daily computer administration tasks, Customer support and assistance, on time train running, customer safety and education, training of new staff members, ticket sales and use of CCTV and loud speakers. Incorporated occupational health and safety standards into daily activities. Selected Contributions:• Managed high volumes of passengers during peak periods in town hall station. Ensuring time table running was kept and passenger safety was maintained.• Managed confrontations in a level headed manner.

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Diploma, Network And System Administration, Distinction

High School Certificate, Year 12