IT Desktop/Server Support
UGL
مجموع سنوات الخبرة :24 years, 5 أشهر
• Supporting 5000+ users Australia wide.
• Building and imaging desktops and notebooks.
• Resolving 1st, 2nd and 3rd Level issues.(resolved 25 issues minimum per week)
• Support for Applications: Lotus Notes 7, MS Outlook 2010, Citrix Apps, MS Office 2010, Adobe Acrobat 10, Sierra Wireless Air Cards and Blackberry applications.
• Performed project work which also involved in setting up server and comms cabinets at various sites around Victoria and Interstate.
• Setup and configuration of printers, scanners and faxes.
• Trouble shooting hardware issues whilst out on site (switches, routers and comms gear).
• Trouble shooted and managed Citrix related issues, Citrix XenApps 6.5, Citrix Management Console,
• Configured Databases to run from Oracle 9 and MS ACCESS. Eg. IQS software and scanner devices to upload data via oracle db.
• Liaise with and provide training and support to end users.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• If necessary, liaise with third-party support and PC equipment vendors.
• Support development and implementation of new computer projects and new hardware installations.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Write technical specifications for purchase of PCs, networking hardware and related products.
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
• Provide guidance to Service Desk members of team as required.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Assisted comms team in setting up RS232 hyper terminal connection to switch or router during the troubleshooting and config process.
• Setup Server cabinet at SA Eastwood site, Ballarat Site and SALE KAEFER sites. Racked up the server cabinet and connected switches, routers, servers, KVM switch, Backup drives and Keyboard and Monitor.
• Setup wireless Next G Routers at the Boneo site troubleshooting of Sierra wireless air cards and troubleshooted cisco vpn issues
• Troubleshooting of Voice Comms issues (NEC Phone and VOIP issues)
• Configured Cisco IP Phones via Cisco CCX Administration web portal
• Logistics and warehouse duties such as scanning asset service tags using RF Gun.
• Liaised with assett management department regarding software licenses and process improvement.
• Supporting 5000+ users Australia wide.
• Building and imaging desktops and notebooks.
• Resolving 1st, 2nd and 3rd Level issues.(resolve 12 issues minimum per day)
• Resolving issues with AS400 mainframe apps.
• Support for Applications: Citrix Apps, MS Office 2003, Adobe Acrobat 7, Routeware/Mobileware for Handhelds, PDA and Blackberry applications
• In-house Business applications: AS400 iSeries, Business Objects (SIM), AMMC, ISIS Lotus Notes, PRMS, Kronos.
• Setup of mailbox using HyperTerminal.
• 3 hours per day Helpdesk Support taking calls for 1st and 2nd level.
• Remote tools used: SMS Tools, Dame ware, RDP
• Helped provide customer support regarding common domain issues and advised DPI/DSE staff on any questions that they may have on the common domain deployment process.
• Trouble shooting of common domain desktops and laptop hardware including
Windows XP/Novell issues.
• Collaborated with the Common Domain Development teams for solutions to known
issues.
• Added known issues and solutions to the Team Room for the improvement of the Common Domain deployment process.
• Participated during the pre deployment phase with the testing of laptops with new common domain images and Common Domain SOE software.
• Trouble shooting desktop issues on a Microsoft Windows 2000/Novell SOE network.
• Working autonomously in the IT department.
• Deployment of Common Domain images to new laptops and workstations via PXE Boot LAN or CD/DVD image and helped resolve issues concerning downloading the images from the server in some sites.
• Performing backup and restore procedures using Veritas Backup Exec.
• Troubleshooting hardware for desktops and laptops (DELL, Acer, IBM & HP) & docking stations.
• Configured printers to network and trouble shooting of connectivity issues.
• Improved the running of the IT department through improved procedures and services.
• Liasing with procurement & facility departments for ordering new hardware and old obsolete workstations and laptops.
• Removal of data from old legacy workstations using kill disk utility
• Relocated, organized and improved the IT office area’s for improved efficiency.
• Working with Console One/Netware Administrator, Zenworks 4.9, Lotus Notes 5 & 6.5, eTrust/VET Antivirus, MS Office 97 and 2003, Adobe Acrobat 6, ArcView 3.3, Statistical and Scientific software packages.
• Setup of new laptops, including configuring Lotus Notes email, RAS dialup and Citrix logon (web page or program neighbourhood agent).
• Used RDP, VNC and Console one to Remote into user machines.
• Entered job requests into the REMEDY call logging application.
• Setup of printers and print que’s using the NDPS printer agent and NWAdmin tool. Also used NOVELL’s DNS/DHCP Management console application for creation of IP address to printer jet direct cards.
• Configured applications to run in accordance to user needs.
• Hardware worked with: Cisco Routers, switches, server room (backup and tape restore), docking stations .
• Patched cables to appropriate ports and patched/configured cables at the comms room cabinets.
• Removal of data and disk formatting of obsolete computers and laptops.
• Performed rollout of new hardware and updated DELL workstations.
• Responsible for Asset Management and documentation for upgraded computers.
• Setup of workstations and peripherals (including setup of workstations to networked printers)
• Desktop Support and troubleshooting of Windows XP issues (including MS Office, Adobe Acrobat, Lotus Notes 6, NOVELL/ZENWorks Client, intranet web portal.
• Have had exposure to Oracle data bases whilst working with Lotus Notes 6.5.
• Assisting other IT support officers with Server upgrades.
• Logging calls using Lotus Notes 6.0.
• Improved the services within the IT department.
• Liaising with Finance department personnel regarding storage and documentation of obsolete equipment.
• Responsible for daily tape backups.
• Repaired, serviced, and replaced parts, boards, and equipment for Dell, Compaq, Toshiba, Hewlett Packard computers.
• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions.
• Trouble shooting of desktops with Windows 2000/XP.
• Software updates, application deployment, driver installation & configuration.
• Installed MS Windows 9x/2000/XP on desktops.
• Customer support on site and off site.
• Problem solving of networks with NT to 2003 Server
• Upgraded Windows NT Network to Windows 2000.
• Configuration and trouble shooting of TCP/IP issues
• Supported 2000 + users in an enterprise environment.
• Documented service calls in front office application “CLARIFY”
• Provided customer Service and handled 40+ service calls per shift.
• Troubleshooting: Windows domain issues, Windows domain logon issues, SAP password resets, Mainframe password resets, Unix password resets, Outlook issues, VPN issues ( including reset of tokens), Server logon issues, Mapping drives and folder issues, Printer issues - including resetting of print queue, Researched solutions to issues through the use of KCS database and SDI intranet.
• Supported Windows: Windows XP, Windows Server 2003, Outlook 2003, VPN. E-Forms. LAN/WAN
• Supported UNIX: MFGPro, KIWIPLAN, Masterprint, PICK, VMS (FMS)
• Mainframe Applications: HLPPS, MiniMAXX, GLAMR
• Supported: Syteline, Timewise, iSPEK, iReplenish,
• Used tools to remote such as: Remote Assistance, VNC, Citrix.
• Used Active Directory and Altiris to install software.
• Created, modified, copied accounts in Active Directory.
• Was exposed to ITIL standards and procedures including introductive course in ITIL
• Actioned e-mails and transferred case to appropriate specialist teams.
• Added 2 solutions per month to HP’s KCS solution database as part of monthly performance.
• Followed priority matrix when handling calls.
• Met SLA’s on case resolution.
• Followed procedures in authorisation of hardware, software, license procurement.
• Took appropriate troubleshooting procedures in resolving issues. Eg ping computer, server.
• Repaired, serviced, and replaced parts, boards, and equipment for Dell, Compaq, Toshiba, Hewlett Packard computers.
• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and providing solutions.
• Installed and gave technical training/demonstrations on working with Windows XP and accessing the Internet.
• Trouble shooting of desktops with Windows 2000/XP.
• Software updates, application deployment, driver installation & configuration.
• Installed MS Windows 9x/2000/XP on desktops.
• Customer support on site and off site.
• Built & upgraded 20 servers with Windows 2003 Server/Small Business Server 2003 platforms.
• Problem solving of networks with NT to 2003 Server
• Upgraded Windows NT Network to Windows 2000/2003.
• Configuration and trouble shooting of TCP/IP issues
Sales Engineer - HVAC
Duties: Consulted clients on commercial & domestic air-conditioning systems.
Jan 1997~Nov 1997 Lincolne Scott Engineering Consultants Pty Ltd - Melbourne
Position: Commissioning Technician for Crown Casino (Contract)
• Commissioned communications, fire evacuation & electrical equipment.
• Inspected cables in riser cupboards, quality assessment and commissioning reviews.
• Prepared CAN notices, variation documents and review reports for equipment being
installed.
• Inspected equipment on site and liaised with contractors on items being installed.
• Created reports using MS Word & Excel for commissioned equipment.
• Prepared, marked up, and filed architectural drawings for the location of equipment below:
EWIS - early warning intercom system
FBI - fire brigade inputs
WIP - warden intercom points
MATV - multiple access television (cables and points)
April 1995~Jan 1997 PHASEFALE Pty Ltd - Highett
Position: Electronics Technician
• Repaired to component level temperature controllers for commercial
refrigeration and air-conditioning systems.
• Modified electronics circuitry in accordance to engineering requirements.
• Diagnosed faults to component level using schematics diagrams, oscilloscope,
power supply and fluke digital meter.
• Tested boards PCB boards on DOS based computerized test jig.
Oct 1989~April 1995 TELEPHONE SYSTEMS INTERNATIONAL - Nottinghill
Position: Communications Technician
• Repaired cordless phones, answering machines, fax machines and business/
domestic use phone, commander telephony systems.
• Modified electronics circuitry in accordance to engineering requirements.
• Trouble shooting of faults to component level using schematics diagrams,
oscilloscope, frequency generator, power supply and fluke digital meter.
• Provided customer service at the front counter.
• Entered client information including accounts into DOS based database.
SUMMARY OF EMPLOYMENT Cont
April 1984~Oct 1989 NEC (AUST) - Mulgrave
Position: Communicatons Technician
• Repaired analogue mobile communications and paging equipment to component level.
• Wrote out reports and modified test procedures for the functional testing of mobile
phone communications circuit boards.
• Modified electronics circuitry in accordance to engineering requirements.
• Trouble shooting of faults to component level using schematics diagrams,
oscilloscope, spectrum analyzer, frequency generator, power supply, fluke
multi-meter circuit diagrams.
• Tested RF communications devices in shielded container for performance testing.
MSDTP Windows 7 Certification 70-680, 70-685
ITIL 3 Certification
CNA Certification – Novell Netware 6
MCP Certification – Microsoft Windows
Engineerinf Advanced diploma specializing in HVAC Controls