• Melbourne Victoria
Corey Bartlett

Corey Bartlett

Desktop Support Analyst

Summary

I am an experienced, capable employee who has worked in a wide range of areas within the I.T industry, consistently chasing new challenges with rewarding, learning experiences out on the field or within projects.

I am a keen, quick learner and have proven I can perform under pressure. Working in the retail support industry for many years has enabled me to analyse, assess and provide solutions to problems or issues I have confronted. This is what continually drives me to work, learn and find new challenges.

Work History

Work History

Desktop Support Analyst

Sep 2015 - Present
Bytecraft Systems
  • Provide on-site technical support for NAB Head Office sites in Melbourne running Windows 7 and a small number of Windows XP. I was based at the Docklands site supporting approximately 4000 staff members.
  • Manage and administer group policies and user accounts in Active Directory.
  • Built and deployed all new machines (laptops, desktops and peripherals) through the procurement process.
  • Managed software deployment through SCCM.

Desktop Support Analyst

Jul 2014 - Mar 2015
CSR
  • Provide on-site technical support for all CSR sites running Windows 7 across Australia with focus on VIC, SA and TAS.
  • Manage and administer group policies and user accounts in Active Directory.
  • Built and deployed all new machines (laptops, desktops and peripherals) through the procurement process.
  • Managed software deployment through SCCM.
  • Involvement in network switch and server replacements across VIC, SA and TAS.
  • Managed asset replacements (desktos, laptops, network equipment and servers) for all staff and sites in my region.

Executive Desktop Support Analyst

Aug 2012 - Jun 2014
Bytecraft Systems
  • Provide on-site technical support for approximately 1400 laptops and desktops running Windows XP and Windows 7 for Myer head office, distribution centres and regional offices across Australia.
  • Manage and administer group policies and user accounts in Active Directory.
  • Built and deployed all new machines (laptops, desktops and peripherals) through the procurement process.
  • Provided technical advice and assistance during a number of projects. These include the Myer Executive Windows 7 SOE and Windows 7 desktop refresh for head office.
  • Documentation for all processes related to support and various projects.
  • Provide technical support for all Myer Executives (CEO, CIO, CFO and GM’s).

Desktop Support Analyst

Jun 2010 - Jul 2012
IBM
  • Provided on-site technical support for laptops and desktops running Windows XP for both the Jemena and EBS businesses.
  • Managed and administrated group policies and user accounts in Active Directory
  • Built and deployed all new machines (laptops, desktops and peripherals) through the procurement process.

Infrastructure Support Analyst

Jul 2009 - Jun 2010
IBM
  • Managed and provided 3rd level support for the Myer back office servers and workstations at each store.
  • Packaged and deployed software via SWD (perl-based), including software such as McAfee Antivirus and various in-house developments.
  • Followed the change process for software deployment, including testing in a managed test environment, user acceptance testing (UAT) and testing a back-out plan before releasing into the production environment.
  • Managed critical server restores due to hardware and database failures.

2nd Level Retail Support Analyst

Jul 2008 - Jul 2009
IBM
  • Provided technical support for the Myer Point of Sale system at store-level.
  • Supported UNIX and Mainframe applications which were vital for their EFT, sales pullbacks and pricing changes for each store.
  • Managed and provided 2nd level support for all Windows servers/workstations at each store.
  • Managed critical problems daily and provided prompt and adequate solutions to reduce the impact to the business.
  • Developed a number of small applications in Visual Basic which assisted the helpdesk and other 2nd Level staff in resolving a huge number of calls, therefore reducing the volume of tickets/problems in- coming to the 2nd Level support groups.

Team Leader - Retail Support

Jun 2007 - Jun 2008
Coles Myer Ltd
  • Similar to the 2nd Level Retail Support role, I took on a team-leader position which I found rewarding in teaching, managing and rostering the wide range of staff (approximately 15 staff).
  • An important focus of this role was to analyse incoming call statistics and providing solutions or ideas to help reduce the volume. I provided these statistics and ideas to a monthly meeting with the brands I was supporting. This allowed constructive and valuable feedback from the brand and provided continual challenges to improve our standards. In some instances, we had reduced 20-30% of call volume coming to our groups. 

2nd Level Retail Support Analyst

Dec 2004 - Jun 2007
Coles Myer Ltd
  • Provided technical support for a number of different brands in the Coles Myer business. Each brand having their own Point of Sale system. This was a great opportunity to learn the retail process from end to end.
  • Managed critical problems daily and provided prompt and adequate solutions to reduce the impact to the business.
  • Supported brands such as Kmart, Target, Myer, Officeworks, Coles Supermarkets and Kmart Tyre & Auto.
  • Developed a number of small applications in Visual Basic which assisted the helpdesk in resolving a huge number of calls, therefore reducing the volume of tickets/problems incoming to the 2nd Level sup- port groups.

Helpdesk Support Analyst

Dec 1999 - Dec 2004
Coles Myer Ltd
  • Managed and facilitated a Year 2000 Helpdesk, assisting with a range of queries/problems pre and post- 2000.
  • Provided support for retail business including Kmart, Officeworks, Logistics, Coles Supermarkets, Red Rooster and various others.
  • Gained significant knowledge of the different Point of Sale systems and also Back Office systems at each store (Windows NT4, Windows 2003, OS/2 Warp, IBM 4690).

Office Systems Analyst

Jan 1997 - Dec 1999
Coles Myer Ltd
  • Provided on-site technical support for all desktop, laptop computers and their software.
  • Assisted and managed critical network and printer related issues.
  • Helped manage, facilitate and support a Windows 95 roll-out project to approximately 600+ machines in the Kmart business.

Education

Education

ITIL Certification (Version 3)

2007
ProActive Services

Victorian Certificate of Education (VCE)

1995
The Knox School

Skills

Skills

Windows 7

Windows XP

Windows Server (2003/2012)

Active Directory

SCCM

Networking

Technical Documentation

Mac OS X

Unix/Linux

Visual Basic

Perl Scripts

References

References are available upon request.