Steve Neilson

Experience

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  SOUTH SYDNEY / SYDNEY CITY COUNCIL

  Jan 1999 - Jan 2006

  Helpdesk Support Officer

  I played a key role in the SOE rollout using cloud computing technologies (Citrix) for software applications and roaming profiles. I supported configuration management (Level 2 desktop support), testing, purchasing, and installing software; I maintained an accurate software and hardware inventory database. I also trained service desk staff in new applications and account administration, including Pathway, ITSM, Active Directory, and Network port unlocking. I prepared or modified procedural documents for software installation and account administration.Key Achievements: Served as project team leader for projects involving relocations, installation, and configuration of PC, printers, scanners, and multifunction devices. Earned performance bonus for relocation, installation, and setup of IT equipment following South Sydney Council’s merge with City of Sydney Council. Show less

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  Wesley Mission

  Jan 2007 - Nov 2018

  I managed Service Desk operations, supervising seven staff members and training two new interns every six months, delegating tasks, and maintaining shift rosters. Reviewing operations, I ensured service levels met organisational needs and upheld service delivery standards, monitoring queues and analysing data to achieve targets. I prepared periodic status updates and reports, playing a key role in service management meetings; I approved all change controls and updated documentation, processes, and procedures. Key Achievements: Facilitated business efficiency, developing and managing operations budget, analyzing corporate funding requirements and allocating funds appropriately. Conducted fortnightly community advisory board (CAB) meetings and Information Services portion of management induction training.  Earned Chance to Shine award due to outstanding delivery of Wesley Missions values of Christlike servanthood, unfailing integrity, and courageous commitment. Co-ordinated annual staff satisfaction survey, achieving 90% Service Desk satisfaction rate. Evaluated and developed team members, completing bi-annual reviews of all team members and monthly probation review for new employees. Show less I ensured high quality technical support, mentoring junior staff members and allocating tasks to four helpdesk staff members. I installed hardware (on-site) and remotely configured software and printers. I re-imaged desktop and laptop computers, and I liaised effectively with third-party vendors (HP, LG, Fuji, Dell) for the repair and replacement of faulty equipment. Key Achievements: Logged and responded to IT issues regarding applications such as VPN connections, Microsoft Office, Win XP, Citrix, and Network Connectivity and monitored them accordingly. Managed user access in Active Director, creating, modifying, and disabling accounts and resetting user passwords. Show less

  • Service Desk Manager

    May 2009 - Nov 2018

  • Senior PC Support Engineer

    Jan 2007 - Jan 2010
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  #ONO (Open to New Opportunities)

  Jul 2020 - Dec 2021

  Freelance
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  Motive IT

  Dec 2021 - Apr 2022

  Service Delivery Team Leader

  Managed Service Desk Operations, supervising three staff members, delegating tasks, and maintaining shift rosterManaged small projectsReviewed operations to improve service deliveryEnsured high quality technical support, mentoring junior staff membersInstalled hardware (on-site) and remotely configured software and printers. Liaised effectively with third-party vendors for repair and replacement of faulty equipmentLogged and responded to IT issues regarding applications such as VPN connections, Microsoft Office, and Network Connectivity and monitored them accordingly.Managed user access in Microsoft Azure, creating, modifying, and disabling accounts and resetting user passwords Show less

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  Fair Work Commission

  Aug 2022 - Mar 2024

  Senior Support Engineer