Greater Perth Area
Deliver first contact remote IT support to provide both response and resolution in a timely manner to incidents or requests When required, deliver IT support to provide resolution in a timely manner to problems or requests that require On Site attendance. Examples include: Deployment of PC desktops, laptops, LCD monitors, printers and other IT related equipment. Network Port patching Software fault assistance Conduct analysis, classify and transfer of service tickets to relevant support groups via the service management toolset Apply known solutions to customer reported issues Develop and maintain relationships contributing to virtual teams across the CSIRO IMT model to ensure the delivery of best practice service Contribute positively to stimulate and promote a team approach, and develop sound working relationships with clients on a day to day basis as a representative of CSIRO IMT Keep management and other team members informed of progress and issues Identify tasks/issues that cannot be resolved and refer them to senior CSD staff and/or Technical Specialist Teams Develop, maintain and expand individual skills which are of benefit to the services delivered by CSIRO IMT and that contribute to the skill set of the Client Services Delivery Team Train and mentor more junior staff members. Assist with IMT project work as directed Use of CommVault backup software for server backups
Acted as first line contact for the company. Supported customers and staff (Level 1 and 2) via phone (3CX). Handled all warranty jobs for the client and in house equipment. Managed client environment information via PPS Software package. Created and managed tickets through ConectWise (30+ per day) Built up customer relations with proactive site calls and further communications. Created, managed and configured AD / Exchange profiles and groups. Used remote log in (LabTech, RDP and TeamViewer) on a daily basis for pro active maintenance and monitoring of PC's and servers both internally and externally of the company. Installed,upgraded and supported user specific / business application software EG MS Office suite, 3CX phone system, Austrend V8, Video camera monitoring software etc. Modified and cleaned numerous WSUS setups. Provided customer and in-house Level 1 and Level 2 support for printers and other addon / Ad Hoc devices. Created Bulletins for staff to have hard to find fixes not normally found by internet searches. Worked with On prem Exchange and Office 365 on a daily basis (Creating, modding and deleting) Installed , monitored and maintained SBS and Server 2008, 2012 R2 and 2016 builds. Completed full day site visits for proactive maintenance, break/fixes and project roll outs. Worked with a custom WDS server for full client system roll out. Built customer and company servers from ground up and set them up for use on company sites.
Setup and print up RFID cards for secure facility entry using Siemens Sipass and Fujitsu Palmpass, Facility security, Onsite client relationship management, Checklist creation and auditing , Facility generator maintenance and exercising, Standard operating procedure creation, Forklift operation, Facility cleanliness and maintenance duties, Tagging and patching duties, Creating cabling schemes, Onsite tradesman liaison, Intra company communications. Security audits, Safety audits, Installing racking and PDU’s, Under Data Hall floor work, Customer liaison work via phone and custom online website, Designed the stores area and spares referencing system.
Completed Certificate IV in Networking. Ranked in the top three students in the class. Installed and Managed servers (2008, 2012 R2 and 2016), Installed and configured Virtual Machines (Hyper V and VmWare), Deployed software to networked computers (Windows and Linux), Built, Installed and configured Local area networks (Windows and Linux). Installed, configured and troubleshot Small Area Networks (1-50 PC’s and 2 Servers), Managed network and data integrity (Windows and Linux), Created scripts for networking (Windows and Linux), Created technical documentation (For Windows and Linux), Configured desktop environments (Windows XP, Vista 7,8,10) and Created documentation for various IT industry WHS topics.