Tom Zalums

Experience

• 

  Datacom

  Feb 2008 - Jan 2009

  Tech Support / Customer Service Agent

  Providing over the Phone Technical Support and troubleshooting for customers who have problems with their internet connection (Cable, ADSL, Wireless Broadband connection and signal issues, Wi-Fi Network setup and configuration, Modem configuration, Windows XP and Vista Network Configuration and driver installation, IE6 and IE7 Faults and configuration, Anti-virus Issues). Usually take around 35-45 calls in a 6hr shift.

• 

  ASG Group

  Feb 2009 - Jul 2010

  Service desk Analyst

  1st and 2nd Level Technical support in a range of applications used on the HutchisonCorporate LAN. Providing support both over the phone and email, logging and resolving calls for various problems experienced by the user. Issues with email exchangeserver, Microsoft Office issues, Business Objects, Oracle, Citrix, Active Directory, Peoplesoft,VPN issues, Connection faults, Printer faults, Internet and browser issues, mapping of networkdrives, windows remote desktop, Novell configuration and login issues. On occasion filling in for the desktop support team for on-site support and configuration of SOE PCs and setting up Commvault Backup schedules and restoring data from tapes to various network drive locations. Show less

• 

  UXC Connect

  Jun 2010 - Jul 2016

  1st/2nd level support for customer Ventia (combined Thiess/Visionstream/Leighton Contractors). Currently the 1st point of contact for all applications and troubleshooting for all faults regarding application/ windows / email / network through to resolution. Only major incidents, application specific problems and issues that require site attendance will be escalated on to another team.Daily Tasks:Troubleshooting and administration of Office 365, email faults, SCCM application deployment, Windows errors, browser faults, citrix issues.Creation of new user accounts and email addresses in Office 365 exchange and Active Directory, as well as distribution lists, security groups and network directory access. Remoting into users’ computers and troubleshooting a multitude of issues through to resolution. Show less 1st and 2nd Level IT support for a vast amount of customers for Storage, Backup, PABX and Network related support. My Daily tasks include answering calls from a variety of customers regarding various hardware or software issues and determining the best course for resolution. This also included:- Incident management for High Priority issues for high profile customers such as Roads and Maritime Services (RMS), QLD Health, Viva Energy, Tomago and Virgin Australia. - Cisco Router/VOIP phone administration and configuration for RMS; this included most sites, speed cameras and Motor registries across NSW. We also performed Cisco VOIP admin for Hudson and internal UXC Connect. This included setting up and configuring handsets to work on various sites, creation and modification of pickup groups and voicemail accounts.- Regular use of Active Directory and Exchange for Creating/Modifying Distribution Lists, User Accounts and folder permissions across UXC Connect Internal, Viva Energy, and Tomago Programs.- Regular Network Monitoring for many of our customers (RMS, Dulux,Linfox, Repco, Medibank, Hudson, Essential Energy). This included taking relevant action if a device went offline or was flapping continuously and escalating if customer impact was to be experienced.- Netapp Data Administration for internal servers as well as some customer production environments. This included Creating LUNS, modifying size of LUNs, creation/deletion of Raid groups, updating firmware on netapp filers, as well as determining faulty hard disks and hot swapping physical hard disks. Show less

  • Service Desk/Remote Desktop Support

    Nov 2015 - Jul 2016

  • Technical Service Desk/Network Analyst

    Jun 2010 - Nov 2015
• 

  Agility Applications Pty Ltd

  Jul 2016 - Dec 2017

  Systems Support Analyst

  Currently providing both onsite and remote Desktop and Server support for a variety of clients in the Finance Industry (Pershing, Evans and Partners, Altair).Daily Tasks:Standard Troubleshooting in a Windows environment: Issues with Desktop software/hardware/email, Servers, Exchange, VMWare, Finance Applications (mainly Summit).Creating and Administering User access, shared mailboxes, Deploying applications to Windows workstations remotely.Actioning Changes to Production and UAT environments: Performing SQL database backups, running SQL scripts and live patches.Running and maintaining MoveIT scripts for scheduling tasks involving the movement of data in and out of Summit including ASX and Bank price data and other crucial for the client infrastructure.BH and On Call Alert Monitoring: Acting on alerts received regarding network/storage/backup/server errors/failures that may impact the client environment.. Restarting services and implementing emergency patches/scripts to resolve issues. Show less

• 

  HUB24 Limited

  Dec 2017 - now

  System Administrator

  Infrastructure System Administrator for Hub24, Agility and all clients. Management of all systems including: Storage and Backup, Vulnerability Remediation, VMWare, Datacenter physical hardware, GCP and Azure.Additionally Project work including Server upgrades, now HA cluster rollouts, BCP failover tests, Application rollouts.