Zachary Miles Email & Phone Number

Sydney, New South Wales, Australia

Orange, New South Wales, Australia

> Responsible for management of the helpdesk(FreshService), triaging, information gathering, and troubleshooting of tickets levels 1-3, internal and external escalation as required> Responsible for all staff onboarding and offboarding> Administration of Microsoft 365 Admin portal (assigning licenses, adjusting security groups), Exchange (management of mailboxes), Security Centre (mostly for the handling of spam emails), Azure AD/Entra ID (user account management, including MFA), SharePoint (creation of sites, adjusting permissions) and Teams (creation of new channels/teams and adjusting user permissions)> Administration of Active Directory, including management of user accounts and managing security groups for file permissions> Administration/management of mobile devices in Jamf MDM> Mentoring/coaching a Trainee IT Support Officer> Management of Cisco Meraki equipment via the portal> Responsible for the management of all IM/IT assets> Management of our IM/IT Knowledgebase> Assisting with the response and management of outages, planned & unplanned> Use of TeamViewer to remotely connect to users' PCs to assist with issues> Administration of PBX system for desk phones> Basic administration and support of other applications and software, including Folio, Monday.com, ChilliDB, and other health-specific platforms> Setup of laptops/PCs including, installation of software and connection to domain> Installation of desktop setups, AV equipment, networking equipment, and printers> Event, Meeting and Webinar support, both online and in-person and out-of-hours - at various locations, private venues, government sites and in our offices> Working almost entirely remotely since November 2022, visiting the offices only as required to troubleshoot/resolve issues, support events, and onboarding and offboarding staff> Training staff around many areas including; Cyber Security, Spam Emails, Phishing, Passwords, Multi-Factor Authentication, Privacy and more

Orange, New South Wales, Australia

> Installation and servicing of printers at a wide variety of sites, including Mine Sites, large-scale Production Printers, Medical Practices, Schools, Universities, TAFE, etc. and often travelling up to 250km from Orange, NSW> Escalataion to and liasing with engineers from Ricoh and Epson to help diagnose high level issues> IT Support where necessary to support the use/operation of the printers on computers and mobile devices, including networking to get printers connected and driver installation on PCs> Repairing of individual parts, ordering of parts and processing warranty claims> Warehouse and inventory management - including delivery of consumables

Orange, New South Wales, Australia

> Serving of beverages – alcoholic and non-alcoholic> Managing and operating gambling services (Keno, Gaming Machines and TAB)> Responsible for closing/lock-up procedures which include organising takings, counting money and locking it in the safe, and ensuring the site is secured, alarmed and locked before leaving> Cooking and preparing food> General cleaning - vacuuming, mopping and wiping down surfaces> Organising tables and chairs, collection of used glasses and bottles, plates and cups> Stocktake, refilling of fridges and replacing kegs> Managing the PA system> Taking phone calls and redirecting them appropriately

Orange And Wagga, New South Wales, Australia

> Consulting with both consumers and business customers> Questioning them in order to understand their needs better> Pitching tailored products and services to potential customers> Undertook 2 months of online Litmos training around Telstra products, services and sales> Undertook a week of specialised in-person training to become a better sales consultant 6 months in also> Handling billing inquiries, including the processing of payments> Dispute resolution> IT Support where required for Mobile devices, Modems etc.> Utilised Siebel Express and MobileNet Connect to manage customer accounts/services> Escalation to the Back of House team who handled higher-level requests and helped us when our software and systems were holding us back from continuing with sales> I filled my quotas most of the time and was always performing well above the benchmark standards

Orange, Nsw, Australia

> Operated the in-person service desk and online ticketing system alongside another trainee, under the guidance of our Supervisor, and escalated tickets to our Network Engineer, Sys/Apps, DBA and DIS as required> Utilised Solarwinds ITSM software for ticketing and MDM> Utilised Microsoft AD to process password resets, modify users, create new accounts and disable old ones> Supported the student BYOD program, including installation of Sophos AV then scanning for viruses, installing certificates for internet connectivity, and troubleshooting across a wide variety of devices, including Windows Laptops, Macbooks, Windows Desktops - including gaming desktops, iPhones, Android Phones, iPads and other Tablets> Supported the student iPad program - setup, troubleshooting, and repair, including liaising with a local repairer> Supported the full Microsoft Office suite; Outlook, Word, Excel, PowerPoint, Publisher and Skype> Utilised Sophos Firewall, and learnt about the basics of settings rules, bandwidth restriction etc.> Supported significant in-person and online events for Students, Staff, Parents, and Family> Run PowerPoint slides, and AV equipment (projectors, speakers, amplifiers, mics) during events> Troubleshooting networking issues, and assisted with a large-scale WiFi upgrade across campus - involved going to each WAP and checking its model, and the port it was patched to on the switch then installing the new ones once they arrived and cataloguing all of them> Assisted in the print room when the print-room operator was away or taking a break - involved printing large jobs for staff, maintenance on the printers, and utilising Adobe Photoshop to edit and design stuff for staff to print> Run general maintenance on all computers across both campuses on a regular basis - including software updates, OS updates, driver updates, internal cleaning of the PCs etc.> Assisted with a large-scale Interactive Whiteboard upgrade across all classrooms on both campuses

Molong, New South Wales, Australia

Cashier/register operator, stocktake, cleaning and food preparation.

Molong, New South Wales, Australia

Our schools IT Support Officer left so I offered to provide IT Support school-wide as required between classes/study to help keep everything running - I'd already been providing IT Support to teachers and students and was known for this so the school was happy to have me do it on a casual volunteer basis.Jobs varied from laptop hardware repairs, to showing teachers and students how to correctly plug-in laptops to smartboards/projectors, diagnosing issues on desktops and laptops, troubleshooting issues with peripherals and any other guidance/advice around systems, software and hardware usage/best practices etc.

Bachelor'S Degree, Information Technology

Specialising in Cyber Security ~60%+ complete, undertook 3 years of study in-person with a mix of full-time and part-time and now.

Cert Iv Information Technology Networking, Information Technology, N/A - Completed 75%+ Before Having To Leave To Start University.

Cert Iii Information, Digital Media And Technology, Information Technology, Competency Achieved

Cert Ii Information, Digital Media And Technology, Information Technology, Competency Achieved

High School, High School Certificate, High School Certificate

Activities and Societies: Student Representatives Council, Soccer Team, Tennis Team and Badminton Team.