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Summary

Hailing from the land down under, I am an IT technical specialist with 10+ years of experience providing businesses with friendly and personable support. Help Desk support and systems management are my forte, and I am a firm believer that there is never such thing as a stupid question.

Work History

IT Engineer

Verve Mobile, New York
Jul 2015Present

Maintaining the company's overall planning, organizing and execution of all the office IT and Helpdesk functions across all branches nationwide. This includes directing all IT operations to meet internal customer requirements as well as the support and maintenance of existing applications and development of new technical solutions.
Projects rolled out and/or currently underway:

  • JAMF Casper provisioning and roll out across 200+ mac laptops.
  • Upgrade IT network infrastructure and implement inter-connectivity (VPN) across all branches

IT Manager & Photojournalist

Chip Chick Media, New York
Jan 2015Jul 2015

Managing the company's back-end systems and IT issues, while also providing  tech support for the entire staff.

  • Providing technical support for the New York team, as well as international editorial staff.
  • Restructured and optimized the team's in-house IT procedures.
  • Providing photography for events, product reviews and feature stories.
  • Assisting the editorial team with testing new products, apps, and technologies.

Remote Support Consultant

Chip Chick Media, International Remote
Aug 2013Dec 2014

Providing remote assistance to the various departments and management team.

  • Assisting staff via the phone and remote tools on various IT and technical difficulties.
  • Technical training/guidance on systems and products as required.

Technical Specialist

Big Fish Technology, Australia
Jan 2014Nov 2014

Providing support to clients by using remote access technologies and also by visiting clients on-site.

  • Handled 30+ technical/mission-critical calls daily and consistently met high service standards.
  • Performed in-depth analysis and troubleshooting of system issues.
  • Responsible for the installation and maintenance of various IT equipment.
  • Researched and developed knowledge-base articles for various issues and their resolutions.

IT Technical Support Engineer/Manager

Integr8it, Australia
Jun 2008Dec 2013

Provided managerial assistance to the company's technical, administrative, sales, and management teams.

  • Authored documentation of in-house processes and technical guides.
  • Managed and prioritized support tickets and technician's schedules.
  • Trained staff on in house systems and also provided guidance to trainees. 
  • Closely worked with clients in various size organizations, while being able to create solutions based on their individual requirements.
  • Provided onsite and remote support, including both hardware and software installations and replacements.

Knowledge Area And Technologies

• Technical support and customer care   • Mac OS X / iOS  
• Windows OS (XP/Vista/7/8/10) • Sharepoint
• MSOffice 2x  (Win/Mac) • Office 365, Azure management 
• Jira/Confluence • MS Exchange 2x, Server/SBS 2x, Active Directory 
Enterprise Internal IM (Yammer, Hipchat,Skype) • Backup disaster recovery & tools such as BackupAssist and Acronis
• Remote control tools (Team viewer, VNC, RDP)   • RDP (Win), MS Remote Desktop/RDC/CoRD (Mac), Citrix  
• Kaseya/N-able monitoring system for Windows • Terminal environment  
• JAMF Casper Suite for Mac • Corporate antivirus (Trend Micro, AVG, McAfee, Eset)  
• Citrix administration experience  • Google Apps Administration
• TCP/IP, LAN, WAN, DHCP, DNS, VPN • Basic knowledge of VMware
• Beginners Adobe Creative Suite

Personal Skills

• Fluent in French (written and verbal) 
• Excellent record of adhering to SLAs and Help-Desk deliverables
• Able to manage customer expectations  
• Highly developed troubleshooting and problem solving skills  
• Fantastic Communication skills with solid work experience dealing directly with end-users  
• Friendly and outgoing personality  
• Works great in a team and autonomously  
• Passion to explore new technologies  

Education

Advanced Diploma of Computer System Engineering

Chisholm Institute of TAFE, Australia
Jan 2006Jan 2008

Advanced Diploma of Computer systems Engineering, Computer and Information Sciences and Support Services

References

Peter Elliott, General Manager at Integr8IT

I worked with Chloe for 2 years while she was working at Integr8IT as a Technical Support Manager.
She reported directly to me and was a valuable asset to Integr8IT. Not only does Chloe have a great technical knowledge, but she is very personable and is great with both Clients and staff who report to her.
Chloe would make a great addition to any team.

Talya Lev, Digital Project Manager & Co-Founder at SL Media Group

Chloe is a talented IT professional who helped us at SL Media Group through a stressful PC to Mac migration of our company's systems. She was very patient with us throughout the entire process and addressed all of our numerous questions and concerns. It is rare to find someone who can skillfully tackle technical issues and also explain things in an easy-to-understand manner. Chloe made the migration a pleasant one from beginning to end and I highly recommend her.

Helena Stone, Owner at Chip Chick Media

Chloe has been working with us as an IT technical support specialist. Her expertise and commitment to troubleshooting our issues has made her an ongoing asset for Chip Chick Media.