Experience

• 

  Cosmax prestige brands australia

  Jan 2004 - May 2006

  Systems administrator/desktop support

  Server Administration and Desktop Support for 45 users.• adding new users• installing upgrades• maintain virus definitions • installing printers • maintain website and intranet sites• monitoring event logs• managing network drives• managing the day to day problems that arise • patching of switches and routers• manage Microsoft Exchange• manage Network Security• Microsoft Office • hardware issues• installation of software• network configuration• Skype, • Blackberry/Smartphone• general PC queries.EDI/ERP SystemDuring my time at Cosmax we implemented a new ERP System (Pronto) and IBM AIX Server. I was the administrator for the AIX Server and PRONTO ERP System. Other ERP related roles included:• barcode printers, • barcode scanners, • electronic ordering system (EDI),• logistics and scan pack system • add new UNIX users to the system• PRONTO system maintenance• User rights and security• SQL Report writing Show less

• 

  Accenture

  Jun 2006 - Jul 2009

  Local technical services

  Operational, support and project work requests relating to the Accenture workstation• Support of network connectivity for 1000+users, including WFS and SharePoint Team Services solutions.• Workstation hardware support, liaising with 3rd party service providers to resolve as necessary. • Support of workstation software, including Windows XP and Vista, Microsoft Outlook and Office. • Server knowledge and expertise, to assist other internal personnel in resolving server issues and security patch management • A Strong knowledge of Ghost Server 8.3 and image creation / management in a multi image environment. • A working Asset Management knowledge • Outstanding customer service skills, combined with excellent communication skills (both written and oral) and excellent problem determination and documentation skills. Job Summary: • Remedy Queue management, ensuring within SLA • PC software installation/configuration • Ghost Image and inventory management • Asset management • First level support for Microsoft networking platforms • PC/Image/Software rollout • Ad Hoc Project requests including PC deployment. • Blackberry/PDA and Smartphone /Active Sync configuration• Windows BDD and Deployment Server Configuration and Management Show less

• 

  Lend lease

  Oct 2009 - May 2010

  Technical account manager

  Face-to-face technical support & consulting were provided through Incident, Problem, and Change Management processes that were escalated by the Service Desk. Responsible for approx 400 users in various business units, including executives and partners.• Perform detailed troubleshooting related to end-user queries / incidents / requests and problems. • Software technical support (installation, configuration, troubleshooting) for Adobe Master Collection, Microsoft Windows XP Professional/Windows 7, standard SOE (Standard Operating Environment) applications, including Microsoft Internet Explorer, Microsoft Office 2000/2003/2007 & Sharepoint Workspaces, Lotus Notes 6.x or Microsoft Outlook 2000/2003/2007, non-standard 3rd party (separate purchasable and additional applications not found on the SOE) applications, and for network file systems.• Provide local security and anti-virus management, via ensuring desktop operating systems run to the agreed standard service pack level and anti-virus software version and configuration.• PC hardware setup, configuration, troubleshooting to aid the logging of 3rd party vendor hardware calls, and relocation.• iPhone, iPad, BlackBerry and PDA Support.• Work with other corporate ICT staff in project and remote support activities.• Planning and implementation of small-to-medium customers support projects.• Printers – troubleshoot and assist with Printer set ups. Canon Multi Function Devices.• Video Conferencing – troubleshoot and assist with connection of AMX Video Conferencing equipment.• Problem tracking, follow-up, and reporting for all issues using the corporate problem-tracking package, currently Remedy Corporation’s Action Request System (aka. Remedy).• Symantec Endpoint Protection & Ghost• Responsible for circa 400 end users, both technical & non-technical, including Executive level.• TCP/IP LAN & WAN, Wi-Fi• Dell & Lenovo hardware Show less

• 

  Seek

  Jun 2010 - now

  - Leading, developing, coaching and inspiring technical support staff - Identify opportunities to improve service quality and efficiency across existing systems & processes ensuring appropriate stakeholder engagement to improve the end-user experience. - Act as a Technical Lead for assigned projects supporting the Project Manager on key technical deliverables. - Leading initiatives to improve knowledge, customer service and technical capability within the team. - Assessing advances in technology, presenting options to management to improve and evolve the end-user landscape with fit for purpose solutions. - Pro-actively supporting the Technical Operations Team in ensuring a high quality of service is delivered within a culture of continuous improvement. - Establishing and maintaining best practice processes to develop and maintain technical documentation and technical guides. - Operational responsibility for key vendor performance. - Provide out of hours support for incidents and changes as required Show less - Coaching technical support staff in the development of technical skills and customer service, including identifying and recommending development needs. - Identify opportunities to improve service quality and efficiency across existing systems & processes ensuring appropriate stakeholder engagement to improve the end-user experience. - Define and deliver identified service improvements through automation & process initiatives. - Pro-actively identify repetitive incidents and resolve these through root cause analysis. - Owning and tracking the progress and quality of team operational tickets. - Operational responsibility for key vendor performance. - Assessing advances in technology, presenting options to management to improve and evolve the end-user landscape with fit for purpose solutions.- Establishing and maintaining best practice processes to develop and maintain technical documentation and technical guides. - Planning and delivering technology upgrades, refreshes and major software and hardware rollouts - Pro-actively supporting the Technical Operations Team in ensuring a high quality of service is delivered within a culture of continuous improvement. - Provide out of hours support for incidents and changes as required Show less - Ensuring end-user requests and incidents are responded to and completed within agreed timeframes; - Consistently providing a high level of technical support and service to all internal users; - Identifying and implementing process improvements to refine service. - Deliver a high standard of service to SEEK’s internal business units, through the maintenance, support & provision of all end- user hardware including PC’s, laptops, tablets, smartphones, printers and audio -visual equipment. - Be unequivocally passionate about customer service and have a strong ability to communicate clearly and effectively manage expectations at all levels within the organisation. - Provide customers a high level of desk-side and remote technical support by ensuring incidents and service requests are recorded, accurately updated and resolved within agreed timeframes. - Ensure technical documentation relating to internal applications and systems is maintained, up to date, and communicated to the appropriate teams. - Identify and escalate potential impacts to service, critical incidents and incident trends. - Participate and assist with system changes, initiatives and technical projects as assigned. - Co-ordinate purchases of software and hardware as required & maintain asset register. Show less

  • Project Manager

    Mar 2022 - now

  • Delivery Lead - Workspace Technology

    Apr 2019 - Mar 2022

  • Technical Lead

    Jan 2015 - Apr 2019

  • Senior Technical Support Analyst

    May 2011 - Dec 2014

  • Technical Support Analyst

    Jun 2010 - May 2011
• 

  Barrow

  Aug 2017 - Aug 2023

  Co-founder // side hustle

  Barrow was started from a desire to create, simplify and slow down. We are a creating a community that choose not to let time slip away but fill every second with meaning, for yourself and the world around you.Our debut product is the Swiss Movement Modello wrist watch. Featuring a domed sapphire crystal face, beautifully simple dial and handcrafted, interchangeable Italian leather or mesh strap.