Tory Warren Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

Fortitude Valley, Brisbane

Brisbane, Australia

Brisbane, Australia

Nature of Work: PermanentLocation: Melbourne St, South BrisbaneSize of Network: 7000+ workstationsSOE: Windows 2000, Microsoft Office 97 Professional, Microsoft Server 2000 (Active Directory), HEAT, Citrix, Downer Core Applications (JD Edwards, AS400, PMS, PES, DJR; Core Duties: Provide support to Service Centre team leader by assisting with coaching and mentoring of new and existing employees as well as the writing of training materials and supervising trainees.Providing second level support and advice to customers regarding PC and LAN issues in person or over the telephone, via email, and remote desktop management.Provide advice, fault diagnosis and resolution within defined CSA/SLA timeframes.Liaise between customers and other sections of Downer Group, emphasising a customer service approach, to provide a full range of coordinated support services and to keep customers informed.Record, categorise and prioritise reported incidents to the Service Centre and escalate incidents and requests to the appropriate support personnel, in line with Downer processes and procedures.Maintain information within the HEAT First Level Support knowledge base in line with Downer processes and procedures. Collect statistical data and provide analysis on actions to be taken from data.

Brisbane, Australia

Nature of Work: PermanentLocation: Melbourne St, South BrisbaneSize of Network: 7000+ workstationsSOE: Windows 2000, Microsoft Office 97 Professional, Microsoft Server 2000 (Active Directory), HEAT, Citrix, Downer Core Applications (JD Edwards, AS400, PMS, PES, DJR; Core Duties: Provide support to Service Centre team leader by assisting with coaching and mentoring of new and existing employees as well as the writing of training materials and supervising trainees.Providing first and second level support and advice to customers regarding PC and LAN issues over the telephone, via email, and remote desktop management.Provide advice, fault diagnosis and resolution within defined CSA/SLA timeframes.Liaise between customers and other sections of Downer Group, emphasising a customer service approach, to provide a full range of coordinated support services and to keep customers informed.Record, categorise and prioritise reported incidents to the Service Centre and escalate incidents and requests to the appropriate support personnel, in line with Downer processes and procedures.Maintain information within the HEAT First Level Support knowledge base in line with Downer processes and procedures. Collect statistical data and provide analysis on actions to be taken from data.

1st/2nd Level)Nature of Work: ContractorLocation: Adelaide St, Brisbane Size of Network: 4000+ workstationsSOE: Windows 2000, Microsoft Office 97 Professional, Microsoft Server 2000 (Active Directory), Novell Netware (Console One, GroupWise 6), Remedy, MBF Core Applications (CFS, Diamond), POS & EFTPOS, Mainframe. Core Duties; Provide support to Service Centre team leaders by assisting with coaching and mentoring of new and existing employees as well as the writing of training materials and supervising trainees.Providing first and second level support and advice to customers regarding PC and LAN issues over the telephone, via email, and remote desktop management (i.e. pcAnywhere).Provide advice, fault diagnosis and resolution within defined CSA/SLA timeframes.Liaise between customers and other sections of MBF Information Technologies, emphasising a customer service approach, to provide a full range of coordinated support services and to keep customers informed.Record, categorise and prioritise reported incidents to the Service Centre and escalate incidents and requests to the appropriate support personnel, in line with ITIL processes and procedures.

Provide support to Service Centre team leaders by assisting with coaching and mentoring of new and existing employees as well as the writing of training materials and supervising trainees.Vendor Liaison Duties - Assisted in creating process for loading SOE correctly onto new workstations and acted as the Service Centre liaison for vendor run-ups staff when issues were encountered.Providing first and second level support and advice to customers regarding PC and LAN issues over the telephone, via email, and remote desktop management (i.e. pcAnywhere).Provide advice, fault diagnosis and resolution within defined CSA/SLA timeframes.Knowledge Base Administration - Maintain information within the Service Centre knowledge base in line with ITIL processes and procedures. Proactively search for common issues and resolutions for publication and liase with IT support staff in all Council divisions to keep information up to date. Liaise between customers and other sections of Brisbane City Council iDivision, emphasising a customer service approach, to provide a full range of coordinated support services and to keep customers informed.Record, categorise and prioritise reported incidents to the Service Centre and escalate incidents and requests to the appropriate support personnel, in line with ITIL processes and procedures.Workplace Health and Safety Officer - Escalate Zero Harm issues to the relevant area to get them resolved. Assist Service Centre staff in filling out paperwork such as incident reports and give ocupancy training to new Service Centre employees. Server Management Project - Provide remote and onsite support to assist with rollouts of new servers, as well as train end users and service centre consultants in new technical initiatives.

Foundations, Itil V3

Certificate Iv In Information Technology (General), Information Technology

Senior Certificate, Year 12