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Summary

I am a highly motivated and hardworking IT professional with 15 years experience, specialising in systems, implementation and client services. I meet customer demands providing the support and maintenance of Infrastructure systems in an array of complex environments.

Work History

2015Present

Infrastructure Engineer

TasNetworks

TasNetworks was formed on the 1st of July 2014. It has been formed by a merger between Aurora Energy’s distribution network and Transend Networks. 

Customer focus is one of my main qualities and I enjoy working in an ongoing changing technical environment.

Our team is responsible for TasNetworks, NOCS (Network Operations and Control Systems) and Aurora Retail's IT Infrastructure which is held in two data centers across Hobart.  This includes maintenance of server hardware, networks as well as software. We are also part of a rotating roster of on call and monthly server maintenance activities, to ensure these environments stay healthy and secure. 

Some of my skills include;

• VMware ESX Virtualisation • Windows Server 2008 / 2012 R2 • Active Directory, Group Policy, PowerShell • Exchange, Office 365 and Skype for business • SCCM, SCOM and SCSM 2012 • CommVault Enterprise Backup • NetApp and IBM System Storage N series • Citrix XenApp 6.5 and 7.5, XenMobile• McAfee Antivirus, Web Security and web gateway

20132015

Applications Analyst

Aurora Energy

As an applications analyst I became part of the technical team and volunteered to be part of several projects. Some included the Retail Reform Project consisting of upgrading Aurora's complex customer care and billing system. The upgrade of the companies Citrix XenApp farm, and completing the IT service delivery support model for the merge of Aurora Energy and Transend Networks to form TasNetworks.

Some of my skills include;

• Being customer focused and providing technical support to the business for applications and systems managed by the technical team

• Completed projects and met time critical deadlines
• Investigated, recommended, and developed enhancements to the supported systems or related systems
• Assisted in ITIL processes within Incident, Problem, Change and Configuration Management
• Provided 24/7 on call support for critical business applications.

20092013

Applications Analyst

CGI

I have supported all of the core business applications for Hydro, Roaring 40s, Aurora and AETV including on call work on a fortnightly basis. I have worked closely with the system administrators and software vendors to provide support, software upgrades and change control for the majority of the corporate systems. I also supported the Hydro national electricity market (NEM) applications as these are critical to the business electricity trading and treated with the highest priority. I regularly communicate with clients to ensure they are up to date and are aware of the current status with incidents and change controls.

• Provide 24x7 on call support for high and critical severity applications.
• Internal promotion from the Helpdesk to Desktop to Applications.
• Installing/upgrading software and related products in conjunction with Systems Administrators under change control.
• Completion of multiple projects including various Citrix applications and the main Hydro server room hardware upgrade.
• Monitor system resource usage ensuring satisfactory application performance.
• Recommend changes to improve performance and implement.
• Resolve all issues/problems relating to usage of applications.
• Fault analysis, rectification and to provide root cause analysis to senior management.

20072009

Desktop Support Consultant

Logica

Provide onsite second level support for Logica's Tasmanian clients across each of their sites. Companies included Roaring 40s, Hydro Tasmania, Entura Energy and Aurora Energy. 


Responsibilities included ensuring KPI's were met; backup tape operations completed; time sheets and knowledge base articles kept up to date; keeping a concise, accurate, and timely record of communication with clients; installation, support and management of existing operation systems and software, as well as implementation of new operating systems and software; and logging of warranty calls to vendors.

• Highly skilled in troubleshooting desktop hardware, software, LAN and operating system issues

• Demonstrated ability to provide user support by means of remote access tools for customers in Melbourne, Brisbane and overseas

• Ran the support for Roaring 40s solo and provided an exceptional level of service.

• Provided on call desktop support and out of hours support

20052007

Service Desk Analyst

LogicaCMG

• Supported 50+ companies on an international scale.
• Provided 1st and 2nd level technical support, meeting KPIs for a high amount of incidents and requests resolved by first contact
• Remotely assisting and installing software using appropriate software tools
• Managed user accounts in Active Directory and Citrix Management console
• Provided service desk support in a 24x7 rotating roster
• Ensured stability of corporate applications by running and managing system health checks