Experience

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  Teletech

  Oct 2005 - Sept 2006

  Technical support

  Client: TelstraTelstra BigPond Internet Support for ADSL,Cable and Dial-up technologies* Troubleshooting connections and home PC issues* Call logging* Coaching agentsAchievements:Consistent top category stats achieverQualified for the agent coaching program

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  Teletech

  Apr 2008 - Jan 2009

  Client: TelstraTechnical support via Contact Us section of client website* Troubleshoot customer issues via email* Provide customer support via email* Provide training for new support agents* Handle escalationsAchievements:Consistent top category stats achieverSuccessful QA Analyst traineeship Client: Telstra* Monitoring help desk agent phone calls and emails* Calibrating manager scoring* QA agent training* Updating knowledge base

  • Back Office Employee

    Sept 2006 - Jan 2009

  • Quality Assurance Analyst - 3 Month Traineeship

    Apr 2008 - Jun 2008
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  Hewlett packard enterprise

  Sept 2009 - Mar 2017

  Client: Commonwealth Bank AustraliaMy role still primarily consists of the same functions I performed as a Subject Matter Expert. In addition to my SME role I have more leadership tasks:* Solution consulting* Service delivery* Team resourcing* Collaboration with HPE Engineering for identification and root cause analysis for problem records* Running SCCM reports* Monitoring and fault rectification of SCCM clients* Management of EUS knowledge database* Creation of knowledge base articles* Management and modification of administration tools and utilities for desktops* Client operation & deployment, defect and CSI meetings* Create Continual Service Improvement plans* Automating tasks via scripting* Team training* Peer mentoring * Participation in various major projects * Ensuring incident and request service levels are met and maintained* Resolution and remediation of a wide range of incidents including those for configuration of end user devices, print management, software/application client configuration and support and data restores Show less Client: Commonwealth Bank Australia* Management of knowledge database* Creation of knowledge base articles* Management and modification of administration tools and utilities for desktops* Client operation & deployment, defect and CSI meetings* Create Continual Service Improvement plans* Automating tasks via scripting* Team training* Peer mentoring * Participation in various major projects * Monitoring and fault rectification of SCCM clients* Identification and root cause analysis for problem records* Ensuring incident and request service levels are met and maintained* Liaising with other SPGs and the client* Resolution and remediation of a wide range of incidents including those for configuration of end user devices, print management, software/application client configuration and support and data restores Show less Client: Commonwealth Bank Australia* Incident investigation and resolution relating to desktop support, which included; computer hardware & software, peripheral devices, desktop security, remote and LAN connections, system performance, user faults, print management, etc* Request fulfillment; manual software installations, issuing & removing PKI certificates, VDI creation & decommissions, data restores and non-standard requests* Management and modification of administration tools and utilities for desktops* Participation in various major projects * Provisioning of virtual machines* Monitoring and fault rectification of SCCM and VDI infrastructure on the client * Ensuring incident and request service levels are met and maintained Show less Client: Commonwealth Bank Australia* VIP desktop support, supporting the CEO & executive managers exclusively* Incident investigation & resolution relating to computer hardware, software, peripheral devices, desktop security, remote & LAN connections & system performance* Ensuring incident & request service levels are met & maintained * Request fulfillment; software & AD group assignment, account creation & remodeling* Knowledge management* Liaising with other support areas* Handling escalations Show less

  • Technical Lead | End User Services

    Mar 2016 - Mar 2017

  • Subject Matter Expert | End User Services

    Feb 2014 - Mar 2016

  • Level 2 Desktop Support | End User Services

    Jan 2012 - Feb 2014

  • Platinum Service Desk

    Dec 2010 - Jan 2012

  • Level 1 Desktop Support Analyst

    Sept 2009 - Dec 2010
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  Dxc technology

  Mar 2017 - Feb 2021

  Senior systems engineer | global engineering & design

  Client: Commonwealth Bank AustraliaCreate solution and cost estimation for complex NSSRs/Projects/Application Code Change:* Respond to project demands requiring a technical solution – creating solution collateral and cost models using standard, repeatable solutions focused on low cost and efficient deliveryImplementation of complex activities as a part of planned work:* Upon client’s approval, create low-level design and/or detailed execution plans from customer proposals while working with the Project Managers on project kick-off/turnover* Consult in the separation of non-standard deliverables from standard or catalogue deliverables and resource demand/effort/scheduling* Execute project deliverables on time and budget* Provide implementation lessons learned and improvements via the PM team to SPGs, and other stakeholders within the organizationOngoing work standardization:* Drive the creation and optimization of unit based, “catalog ready”, procedure driven or automated tasks for future reuse and define non-catalog work task items* Develop and maintain the GSI used for estimation standard tasks for implementation* Provide an escalation and coaching network for other SPGsHighlighted Achievements:* Created streamlined solution for enterprise application deployment. Completely automating packaging to deployment E2E, saving 2 FTE per deployment * Automating SCCM client health remediation for the customer, saving 1 FTE per week* Setting up and delivering analytic services, identifying/resolving major environment and user experience based problems * Achieved highest yearly review ranking every year (Exceeds All Expectations) with constant client recognition Show less

• 

  Wipro

  Apr 2021 - Aug 2021

  Project engineer

  Client: INPEX* SOE creation, deployment and remediation* Respond to project demands requiring a technical solution – creating solution collateral and cost models using standard, repeatable solutions focused on low cost and efficient delivery* Assisting desktop support teams with solution-based toolsets, KB articles and user supportHighlighted Achievements:* Developed custom SCCM software monitoring reports for managing expensive application licensing and was able to reclaim a large number of unused licenses, saving the business money* Identified environment issues in patching and client / desktop health. Setup maintenance tasks, remediated desktops and developed tools to pass on to the desktop teams* Created custom Power BI dashboard for 20H2 rollout, surpassing client expectations Show less

• 

  Accenture

  Aug 2022 - Jul 2023

  (fifo) field engineer - site support - rio tinto

  Client: Rio TintoSite Support:* Provide technical support to customers with laptops, desktop computers, mobiles/tablets or BYO devices.* Provide hands-on as well as remote technical support via telephone or remote access.* Perform installation, repair and maintenance of End-user computer devices and related software/hardware.* Troubleshoot and expeditiously resolve hardware and software issues and identify root cause of problems when related to end-user devices minimizing disruption to the users.* Provide second-level support on issues escalated from the Service Desk.* Work closely with the Service Desk and other resolvers to provide seamless customer support.* Work closely with infrastructure and application teams to ensure timely delivery of service.* Demonstrate initiative and maintain a high degree of professional conduct at all times.* Perform complex tasks and participate in complex cross-area/functions and activities.* Site support and deploying tablets at remote sites.* Technical Support - AD, Symantec, O365, KNOX, 2FA* Supporting stakeholders ideally at a Crew/Supervisory/Superintendent level.* Own the integrity and governance of systems, including best practices for delivering services.* Develop, deploy and support infrastructures, applications, and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery.Audit Project:* Auditing communication equipment on mining sites* Power App testing and troubleshooting* Being aware and following Rio Tinto safety procedures* Support with other IT Support duties when requested by the client Show less

• 

  Bhp

  Jan 2024 - now

  (fifo) site support specialist

  * Provide technical support to customers with laptops, desktop computers, mobiles/tablets or BYO devices.* Provide hands-on as well as remote technical support via telephone or remote access.* Perform installation, repair and maintenance of End-user computer devices and related software/hardware.* Troubleshoot and expeditiously resolve hardware and software issues and identify root cause of problems when related to end-user devices minimizing disruption to the users.* Provide second-level support on issues escalated from the Service Desk.* Work closely with the Service Desk and other resolvers to provide seamless customer support.* Work closely with infrastructure and application teams to ensure timely delivery of service.* Demonstrate initiative and maintain a high degree of professional conduct at all times.* Perform complex tasks and participate in complex cross-area/functions and activities.* Site support and deploying tablets at remote sites.* Technical Support - AD, Symantec, O365, 2FA* Supporting stakeholders ideally at a Crew/Supervisory/Superintendent level.* Own the integrity and governance of systems, including best practices for delivering services.* Develop, deploy and support infrastructures, applications, and technology initiatives from an architectural and operational perspective in conjunction with existing standards and methods of delivery. Show less