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Cary H.

Cary H.

Application/IT Support Officer

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location of Cary H.Greater Perth Area

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  • Timeline

  • About me

    Technical Services Support Officer at Lotterywest

  • Education

    • South East Metropolitan College of TAFE

      1999 - 2001
      Diploma IT (Systems Administration) Competency

      Studied for the Diploma of Information Technology (Systems Administration) and successfully completed the course.

    • Department of Employment, Vocational Education and Training (DEVET)

      1992 - 1992
      Certificate Self-Employment Business Development Programme

      Skills learned were record keeping, working capital assessment, credit control, primary data and secondary data collection techniques, business planning, managing finances, profit and loss estimation, cash flow forecasting and promotional techniques.

    • Central Institute of Technology

      2013 - 2013
      Diploma Project Management Competency

      Studied for the Diploma of Project Management completing the coursework and projects as project manager.

    • Murdoch University

      1989 - 1991
      Bachelor of Arts Communication Studies

      I studied mainly Social Sciences and Humanities courses. My major in Communication Studies focused on Media and Cultural studies.

  • Experience

    • Magenta Linas Software

      Jun 2001 - Feb 2005
      Application/IT Support Officer

      • Involved in the installation, implementation of Microsoft Access based software, training and help desk support. • Employed in the role of Administrator for three web sites an intranet and electronic communications.

    • KAZ Group Pty Ltd

      Apr 2005 - Jun 2006
      Service Desk/Desktop Support Officer

      • Service Desk supporting over 1000 clients at the Department for Community Development. Used Remedy Action Request System, Citrix Presentation Console, MS Exchange, Active Directory, SOEsoft and Lotus Notes 5.• Desktop Support role included reimaging and PC rollout. Repaired PCs and installed SOE software by request.

    • KPMG Australia

      Aug 2006 - Dec 2006
      Customer Service Analyst

      • Service Desk supporting 4000 staff nationwide offering helpdesk solutions with remote access. • RSA Ace SecureID token administration, Vector 6 administration, Avaya Virtual Phone Administration System and Safeboot Administration. Dealt with MS Office XP issues, MS Exchange, AD issues and VPN Wireless remote access problems. Used Remedy Action Request.

    • Tiwest Joint Venture

      Dec 2006 - Nov 2007
      IT Support Officer

      • Service Desk (Level 1 and 2) supporting over 400 clients on four site locations. Roles include PC and software procurement. Used Altiris Incident Management System and Carbon Copy remote access software. • System Administration roles includes AD/Exchange account creation, NT/Linux/Solaris system backups and on call monitoring. Desktop Support included printer maintenance and general PC repairs, software installation. Registered assets on Ellipse EAM.

    • Department of Culture and the Arts

      Nov 2007 - Feb 2008
      Desktop Support Officer

      • Standard Desktop role servicing several locations throughout Perth CBD. • Service Desk role, taking calls and logging jobs. Worked within a MS Windows 2000/XP environment with Office 2000/XP applications. Used EMC Infra Version 7 Service Desk Management System.

    • HBOS Australia (Bankwest)

      Feb 2008 - Apr 2008
      Project Team Desktop Support Officer

      • Employed on a project rolling out Pointsec encryption software for laptops in use with Bankwest employees.

    • L7 Solutions

      Apr 2008 - Aug 2008
      System Support Engineer

      • Desktop, Network and Server support role based at the Citic Pacific Mining mine site near Karratha. 12 hour, 9 days on, 5 days off shift. • Created accounts on AD and Exchange 2007. Supported MS Windows XP environment with Office 2007 applications. Set up office with switches, router and PCs.

    • Public Transport Authority

      Aug 2008 - May 2010
      Desktop Support Analyst

      • Desktop Support (Level 2 - 50%) servicing many locations throughout Perth. • Service Desk (Level 1 - 50%), taking calls, offering solutions over the phone and logging jobs. Worked within MS Windows XP environment with Office XP/2007 applications. • Monitoring backup systems and system error faults, evaluated new Service Desk tool. Used Datawatch Quetzal Service Desk Management System and BMC Service Desk Express. General printer maintenance and PDA assistance.

    • Datacom Systems WA

      Jun 2010 - Sept 2011
      Support Engineer

      • Initially employed to start up Datacom’s new Service Delivery Systems. Prepared work documentation and processes which was supported by Sharepoint. Used CA Service Desk and GoToAssist remote tool. • Supported small to medium businesses during office hours.

    • Adecco Australia

      Sept 2011 - Jul 2012
      IT Support Analyst

      • Provided Helpdesk Support for Adecco, Ajilon, LHH, Icon, Judd Farris and JWren. Supported 1200 staff using Lotus Notes 7 and 8.5, Domino Server, Win XP/7 and Win Server 2003 and Exchange 2003. • Created user accounts on Lotus and Windows AD. Troubleshooting IT issues and using tools such as Radmin and MailGuard. Creating accounts on applications such as Xpert, Peoplesoft 7.5 and 9, Stellent and Adlogic.

    • Jackson McDonald

      Oct 2012 - Oct 2013
      IT System Support Officer

      • Provided desktop support for 250 staff members at a law firm. Configured phones on MatWorx PABX.• Created and maintained user accounts on AD. Troubleshooting IT issues within Windows 7 and Office 2010. Used Management tool HEAT and VMware. Other software included Elite and Filesite.

    • Western Australian Electoral Commission

      Jan 2013 - Mar 2013
      Help Desk Technician

      Assisted IT support for the WA state election March 2013

    • State Solicitor's Office of Western Australia

      Nov 2013 - May 2017
      Help Desk Analyst

      • Worked as a contractor assisting 250 users on Microsoft products (Windows 7, Office 2010), Lotus Notes 8.5 and Novell. • Provided support on printers, conference phones, reimaging PCs and laptops. Used VMware and built a server (SUSE Linux with Novell on a Dell server) created user accounts on AD, Novell and Lotus Domino server.• Rolled out new PC hardware, assisted on the deployment and support role for clients using iphones, laptops and ipads. Maintaining assets for disposal. • Provided support for Ringtail E-Discovery Legal Software, as well as Sharepoint and assisted in anti-virus updates. • Assisted in a major relocation to new building that involved moving IS infrastructure and IT related hardware. Show less

    • MM IT Consulting

      Aug 2017 - Sept 2017
      Systems Engineer

      • Involved in monitoring cloud environment and using VMware, vsphere client and Veaam backups. Occasional data centre visits to help install servers and switches.

    • Green Light Worldwide

      Feb 2018 - Feb 2018
      Level 2 Desktop Engineer

      • Subcontracted to The Frame Group for the Department of Defence to install PC hardware for the Campbell Barracks project. Set up KVM consoles, monitors and two thin clients and cabling.

    • Frontline Services

      Mar 2018 - Nov 2018
      Service Desk Analyst

      • Supported SMB, including mining, retirement homes and hospitality. Supported Windows 10 environments with Office 365 and Office 2016, monitored network activity and systems, logged calls and resolved tasks on Cherwell Service Management System.• Worked on fibre cut-over project utilising the Huawei GPON and NEC Univerge SV9100 PBX. Task here was configuring individual user's PBX at RAAFA retirement homes for phone and internet access.

    • Zetta

      Nov 2018 - Dec 2018
      Field Deployment Engineer

      • Assisted in the deployment of Windows 10 on-site for Westrac/Cat. About 175 PCs were upgraded from Win 7 to Win 10. Role was to make sure they were successfully deployed and the users were satisfied.

    • Helloworld Travel Limited

      Feb 2019 - Feb 2021
      IT Support Officer

      • First point of contact for all IT issues and assisting to resolve IT problems. • Liaised with third party vendors to troubleshoot and resolve network, hardware and software issues.• Maintained user accounts using Active Directory, Office 365 and Microsoft Exchange. • Maintained and troubleshooted windows systems (Windows 7-10, Windows Server 2008 & 2012 R2). • Provided application support and deployed updates for Travelport office and Hydra servers.• Performed operational checks, server maintenance checks, hardware checks and various application updates.• Day to day service desk support with general as well as application based queries as well as providing Desktop Support.• Incident creation, ticket logging, resolving tickets using ManageEngine Service Desk Plus. Show less

    • Department of Primary Industries & Regional Development (DPIRD)

      Jun 2020 - Dec 2020
      Field Surveillance Officer

      Involved in a bio-security project for the eradication of Queensland Fruit Fly infecting the western suburbs. Interim position whilst stood down from Helloworld Travel during the Covid-19 pandemic.

    • Department of the Premier and Cabinet of WA

      Mar 2021 - Mar 2021
      Help Desk Analyst

      • Decommissioned PCs for disposal.• Used ManageEngine ServiceDesk Plus as a service desk management tool.

    • Lotterywest

      Apr 2021 - now

      • Level 3 position as prime point of contact for all IT issues and assisting to resolve IT problems.• Used ManageEngine ServiceDesk Plus as a service desk management tool and SAP CRM.• Account creation/termination and migration Office 365 and well as general account management on Active Directory, Azure, Atlassian/Jira and SAP. Updated and filed user forms on HP Content Manager.• Reimaged PCs and deployed software initially through SCCM and now in Intune and Company Portal.• PC moves and asset management using Hardcat. General auditing of office equipment.• Day to day desktop support with general (Microsoft Windows) as well as application based queries.• Maintain accounts on gaming applications.• Involved in IT induction and training of new staff.• Maintain audio-visual devices in meeting rooms using Neatbar and Creston devices. Show less

      • Technical Services Support Officer - Permanent

        Oct 2023 - now

      • Technical Services Support Officer

        Apr 2021 - now

  • Licenses & Certifications

    • Basic First Aid

      St John WA
      Sept 2024

    • Microsoft Certified Professional

      Microsoft