Greater Sydney Area
Throughout my career in this position I have held, I have had many responsibilities and duties that required several experiences. I have had many opportunities to highlight my organizational, and customer service skills. I had to repeatedly demonstrate my abilities in keeping detailed and updating Remedy knowledge base on regular bases, follow through, priorities and effective use of records. During the course my career I have dealt with many difficult situations in which I have proven my problem solving and logistical abilities, and my duties was: ▪ Response 1st and 2nd level and supporting service desk in order to listen to, identify and resolve recurrent client requests. ▪ Provide knowledge and technical advice to staff using the available tools and resources. ▪ Maintain and update current knowledge bases with ICT updating ICT standard technology or SOE ▪ Roll-out and deployment of Laptops. ▪ Providing advice on procedures for hardware and software to protect systems from viruses and hacking. ▪ Troubleshoot hardware, software and networking issues, specifically on Cloud application including Office 365 ▪ Helpdesk support with Service Now (Incident Console) and creating several knowledge bases articles. ▪ Desktop support, both remotely and face to face. ▪ Setup and troubleshoot local and network Printers, multifunction, scanners. ▪ Managing Applications with Azure, MS Endpoint and Active Directory. ▪ Deploy images and packages to be installed on PC using USB and Azure. ▪ Supporting and troubleshooting most Interactive System, including Smartboards, Video Conference, AMX (Audio Video Control Systems), Audio and Video Systems. ▪ Creating and modifying scripts if needed. ▪ Installing and updating several applications. ▪ Installation of cabling data and phone lines.
▪ Response 1st and 2nd level and supporting service desk in order to listen to, identify and resolve recurrent client requests. ▪ Provide knowledge and technical advice to staff using the available tools and resources. ▪ Maintain and update current knowledge bases with ICT updating ICT standard technology or MOE ▪ Roll-out and deployment of PCs, Laptops, Macs and MacBooks. ▪ Providing advice on procedures for hardware and software to protect systems from viruses and hacking. ▪ User State Migration Tool (USMT)/Backup & Restore File and settings transfer wizard. ▪ Troubleshoot hardware, software and networking issues. ▪ Helpdesk support with remedy services and Service Now (Incident Console) and creating several knowledge bases articles. ▪ Desktop support, both remotely and face to face. ▪ Setup and troubleshoot local and network Printers, multifunction, scanners, 3D printers and Laser Cuter. ▪ Building new PCs with Ghost images, Altiris Console and System Centre Configuration Manager (SCCM) ▪ Designing, managing and deploying OS X for Mac using management tools and NetRestore. ▪ Deploy images and packages to be installed on PC using Altiris Console and SCCM. ▪ Supporting and troubleshooting most Interactive System, including Smartboards, Video Conference, AMX (Audio Video Control Systems), Simulation Manikin and Audio and Video Systems. ▪ Creating and modifying scripts for Altiris Console. ▪ Installing and updating several applications. ▪ Installation of cabling data and phone lines.
Technology Support Officer ▪ Roll Out of laptops for students. ▪ Commissioning and assignment of laptops. ▪ Desktop Support. ▪ Building and re-imaging PCs/laptops with SOE build discs. ▪ Troubleshoot hardware, software and network issues. ▪ Building new PCs with ZENworks images. ▪ Supporting users with Windows XP and 7 troubleshooting and MS Office and other MS products. ▪ Weekly reporting to the regional officer. ▪ Creating new users and adding them to the right group policies in Novel. ▪ Installing and updating several applications. ▪ Installation of cabling data and phone lines. ▪ Other Helpdesk duties, supporting daily request (Reset Password, Unlock account, Backup-restore, etc).
Roll Outs including build workstation using QA process, manage assets using the local Management system. USMT/Backup & Restore Files and settings transfer wizard Answered several Help Desk calls in a courteous and friendly manner, handle email and in-person requests from all clients and follow-up with clients to ensure resolution is complete Build/Re-image PC’s/Laptops with SOE build discs Build and support Mac OSx and Graphics Software (Adobe Suit, Archicad, etc... support and troubleshooting Hi Technologies (Interactive boards, Sound System, Lacture Capture, advanced patient simulator,,) Troubleshoot Hardware, Software, Printers and network issues Supporting users for Windows XP troubleshooting and MS Office and other MS products Building new PCs with Ghost images and (Altiris Console) Deploy images and packages to installed on PC using MS SCCM and Altiris Console Creating and modifying scripts for Altiris Console Installing and updating several applications (MS Office, Adobe Packages teaching and library applications) Cabling data and phone lines
Creating and reporting with helpdesk software (Altiris Console) Supporting users for troubleshooting on phone, remotely or face to face if needed Supporting users for Windows XP troubleshooting and MS Office and other MS products Supporting users for Lotus Notes and other software Creating macros and support some database with MS Access and MS Excel Building new PCs with Ghost images Creating new users and add them to the right group policies in Active Directory Installing and updating several applications Schedule weekly and daily backup system and data for recovering any lost data Knowledge of Surf control for web proxy Discover and remove PC viruses using industry standard software tools. Cabling data and phone lines Other Helpdesk supporting daily request (Rest Password, Unlock account, Backup or restore, etc…)