Greater Sydney Area
I am a dedicated and honest individual whom prides himself on his work. Currently he is studying for a degree in Bachelor of Information Technology part-time. This displays the drive and passion and commitment that he holds for his career. With over 8 years experience in senior technical support analysis roles including application and software support. In these roles he has been responsible for trouble shooting and diagnosis of system issues. Monitor and maintain physical and virtual servers using VMware Sphere ESXi software and administering daily backups. I have been involved in a full range of activities in a variety of business with focus on several operating systems with windows being the main focus. Has experience, specialising in: • Setup and configure both hardware (servers) and software (VMware Sphere ESXi) • Management of local and remote servers • The setup and configuration of backup software (Veaam v6.5 & 7, Uranium) • Plan, monitor, and implemented the migration of physical server to a virtual platform. • Problem solving and incident management • Setup and configure both hardware and software • VMWare Workstation v10 • Customer Application Support (phone, email and face to face, remote services) • Maintain documentation and client configuration • Document issues and inform customers of related help materials • Provide application support for software solutions With excellent verbal and written communication skills, I am able to document required changes in process and procedures with the ability to explain technical information in an everyday understanding.
To facilitate the NSW Police Service (state-wide) Windows 7 roll-out from Window XP. Whilst using the latest technology to build PCs from scratch using new window server image via USB/LAN (PXE) and SCCM. Offering 1st class support via phone, email remote and Face to face to resolve any issue customers may have including onsite visits to Local Police Stations. Directly assist the Win7 project team to create/document new procedures to control the PC replacement project by delivering new processes to reduce time spent and resources. • Win7 Project role out. • Police Strike Force Operations - setup/configuration/installation • Police Special Operations - setup/configuration/installation • VDI setup and installations (virtual desktops) • Management of sensitive information and records • Data Migration • Active directory (User and groups) • Print server management • DHCP Maintenance and configuration Providing a main point of contact for existing Technical Service Officers (TSO) and customers regarding the new windows 7 environment.
Coresoft Enterprise CRM and Relationship Management Software Coresoft helps deliver strategic business solutions over the Internet and across a broad range of networked environments. The Coresoft solution includes the products and services for implementing, managing and developing cost effective scalable solutions. Key Responsibilities: • Answering and responding to customer’s phone, email and internet enquiries and logging incidents, Investigate and action customer inquiries and priorities work and maintain customer relationships effectively. • Escalate incidents and problems when unable to resolve, discuss with the Support Manager. Provide testing facilities and functionality for issues requiring development work. • Manage the resolution of incidents with the development team. • Document and inform customers of resolution. • Manage and create the deployment of new systems within virtual and physical platforms by creating SOE images and virtual templates. • VMWare ESXi installation and configurations • Maintain server’s integrity Physical & Virtual environments • Windows installations on virtual platforms – (XP, Vista, Windows 7, Windows 8, Server 2003, 08) • Monitor and maintain server and database backups using Veeam v6.5 Virtual Backup software
Key Responsibilities: Trainer: Contact and schedule customer bookings for training on software. Instruct customers on functionality in non-technical terms. Build and maintain customer relationships effectively. Follow up after initial training and assist customer to go live using the software. Level 1: Answering and responding to customer’s phone, email and internet enquiries and logging incidents. Configure and help create new room types on customer account for management. Escalate incidents and problems when unable to resolve to Level 2 as per SLA. Level 2: Answering escalated incidents, assisting Level 1 when required (high demand) report and investigate room prices incorrectly displayed or rooms sold for incorrect rate. Investigate rooms not display on site correctly. Determine cause of issue if available and escalate to Level 3 as per SLA. Advise customer of resolution. Level 3 (Technical Services): Answering escalated incidents, monitor data upload (syncs) correct sync errors, recreate error for trouble shooting and Liaison with development team for corrective actions. Talk to 3rd party provides (booking channels). Investigate root cause and provide documentation to the support manager. Checking that all requests and responses are processed correctly and issues are logged within Jira bug tracking software.