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概要
Promote optimal performance, reliability, and security across core business systems.
- Results-driven professional offering a progressive, five-year career in information technology.
- Providing exemplary support with network administration, effective project management and increased system performance.
- Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.
工作经历
Application Support Analyst
Promoted to L2 application analyst, and accountable for performing day to day tasks of managing Quickfuel Australia’s database of over 400 associated sites. Providing IT support for all technical issues. Coordinate and manage L2 tasks, and execute hardware and software updates.
System Administrator
Promoted to leadership role accountable for maintaining key business applications and systems. Partner with senior leadership to guide short- and long-range technology planning. Plan, coordinate, and execute hardware and software upgrades. Cultivate and maintain relationships with IT vendors.
Selected Accomplishments…
- Successfully directed the on-time, on-budget completion of company-wide upgrade to Windows 10 and Office 365.
- Introduced standardized formal life cycle process for all projects.
- Initiated transformative IT policies designed to harden system security, including enhanced measures for password requirements and user access.
- Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.
Assistant System Administrator
Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.
Selected Accomplishments…
- Played an instrumental role in companywide administration of MS Active Directory accounts and groups and of DNS/DHCP.
- Trained employees across multiple departments on network operations including log-in procedures, network management software, permissions, printing issues, security and use of software.
- Ensured that assigned systems were engineered, configured and optimized for maximum functionality and availability.
Assistant Network Administrator
Served as vital resource for Help Desk staff, overseeing daily support operations and providing assistance on complex trouble tickets. Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony.
Selected Accomplishments…
- Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues.
- Participated in large-scale upgrades and installations.
- Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades.
- Monitored and updated user groups and permissions, using Active Directory
Technical Support Executive
Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Selected Accomplishments…
- Performed security administration functions for user, data, and remote access.
- Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.
