Contact Information
Email:
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Phone: 0407 175 859
Professional Profile
8 years professional experience in the IT sector, ranging from desktop support to server and small business. Worked in varied environments from small to medium and large IT providers, supporting small to medium sized clients and their IT systems.
Most recently I have been the senior technical engineer for KPTech where I have been responsible for all aspects of technical project implementation and providing guidance for the other technicians.
Proficiencies:
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Career Summary
| October 2002 – August 2003 | Linux Terminal Services | Linux Support and R&D |
| September 2003 – August 2004 | KAZ Group Pty Ltd | Internal Support |
| September 2004 – March 2005 | City of West Torrens (KAZ) | Desktop Support |
| March 2005 – January 2006 | City of Marion (KAZ) | Desktop Support |
| April 2006 – May 2007 | KAZ Group Pty Ltd | Support Engineer |
| July 2007 – January 2011 |
KPTech | Lead Support Engineer |
| January 2011 – Present | Caramel |
IT Consultant |
Professional Experience
KPTECH, Mawson Lakes / Rostrevor SA
July 2007 - Present
Lead Support Engineer
In this role I was the senior technical engineer responsible for many projects, and providing guidance and advice for the other technicians.
I was also responsible for getting our Managed Services offering off the ground. This included research into Managed Services methodologies, the sales process, developing marketing materials and building interest within our client base. I drafted our agreement template, pitched the solution and signed most of the clients we now have on Managed Services. I also installed, implemented and maintained the Kaseya software to manage about 100 endpoints.
I researched and recommended the AutoTask PSA platform and was tasked with its entire implementation. I customized the system to our business and set up policies and workflow rules. The hardest part was user training; it was met with a lot of resistance but was eventually accepted. In a short time everyone was sold on the benefits and we never looked back to our “Outlook Calendar and Tasks” method of tracking jobs and billable time.
In addition to being the primary technical resource for the following projects, I was also responsible for scoping the requirements, providing advice to clients and our own sales staff, and following the projects through to completion.
Successful Projects:
- Research and implementation of Managed Services core systems: Kaseya, AutoTask and GFI MAX
- 11 SBS installation / migrations in the 2nd half of 2007, the majority were migrations from SBS 2003 to SBS 2003 on new hardware using the Microsoft migration method
- 7 SBS installations and 1 terminal server installation in 2008, about half were migrations from SBS 2003 to SBS 2003 on new hardware using the Swing Migration method, the other half migrations from a workgroup environment
- 6 SBS installations in 2009, migrating from SBS 2003 to SBS 2003 on new hardware using the Swing Migration method
- 5 SBS installations in 2010, half migrating from SBS 2003 to SBS 2008, the other half migrations from a workgroup environment
- 2 terminal server installations in 2007 and 1 in 2008, on Server 2003
- Co-ordinated several office relocations
Responsibilities:
- Escalation point and mentor for the other technicians
- Maintain the day-to-day operations of our Remote Monitoring & Management software
- Generate and send monthly reports to managed clients
- Pre-sales, sales, and signing clients to Managed Services
- Maintain good working relationships with many clients
- Support many varied IT environments
- Research and learn new technologies as required
- Offer advice for remediation of current issues, prevention of future issues, and improvement to business process using new technologies as they become available
- Manage my own time
- Work independently and follow tasks through to completion and customer satisfaction
- Record all time spent into a ticketing system for billing and documentation purposes
Technologies:
- Windows Server 2000, 2003 & 2008 including SBS, also specializing in SBS migrations
- Hyper-V and Hyper-V Server
- Microsoft Exchange 2000, 2003 & 2007
- Active Directory, DNS, etc.
- Trend Micro CSM for SMB
- McAfee Total Protection Service
- Symantec managed antivirus products (incl. SAV and SHMS)
- ShadowProtect
- Backup Exec
- BackupAssist
- Kaseya and GFI MAX
- Windows Mobile and iPhone connectivity with Exchange
KAZ Group Pty Ltd, Adelaide, SA
April 2006 - May 2007
Support Engineer
This was a challenging and very rewarding role that required me to manage the IT requirements of about 70 support clients. I built strong relationships with my clients as their primary point of contact for any IT requirements, and was trusted to make recommendations regarding their infrastructure and future direction.
Achievements:
- “Hero of the Month” – October 2006
- SBS migration for Angelakis Bros.
Responsibilities:
- Maintain good working relationships with many clients
- Support many varied IT environments
- Learn new technologies as required
- Offer advice for remediation of current issues, prevention of future issues, and improvement to business process using new technologies as they become available
- Manage my own time
- Provide reports on work done and time spent
- Work independently and follow tasks through to completion and customer satisfaction
- Work with other technicians on projects such as server migrations
Clients I supported include:
- ARA Jobs
- Linfox
- Angelakis Bros
- Marathon Resources
- Bookwise International
- Selecta Homes
- Equity & Advisory
- Aussie Home Loans
- Centralian Controls
- Employ SA
- State Theatre Company
Technologies:
- Windows Server 2000 & 2003 including SBS
- Active Directory
- Microsoft Exchange 2000 & 2003
- Symantec managed antivirus products (incl. SAV, SHMS, MSE)
- Backup Exec
- Server Installation
- DNS
City of Marion (KAZ Group Pty Ltd), Sturt, SA
March 2005 - January 2006"
Desktop Support
Responsibilities:
- Monitoring of help desk email address
- Windows 2000 and XP desktop support
- Novell server administration
- Lotus Notes administration and support
- Installation and rebuilding of PCs
- Creation and development of Standard Operating Environment
- Implement security policy for public PCs using local policy and ‘Deep Freeze’ software
- Development of managed applications using Novell ZenWorks
- Created scripts integrated with ZenWorks to reduce workload for IT staff
- Responsible for management of help desk database
- Managed priorities for resolution of help desk jobs
- Provide phone and email support for medium sized network
- Build working relationships with management, end users and software vendors
City of West Torrens (KAZ Group Pty Ltd), Hilton, SA
September 2003 - March 2005
Desktop Support
Responsibilities:
- Daily monitoring of security and event logs
- Monitoring of help desk email address
- Installation and rebuilding of PCs
- Windows 2000 and XP desktop support
- Active Directory and Exchange 2000 administration
- Windows Server 2000 administration
- Support for purpose-built software eg. Library and finance
KAZ Group Pty Ltd, Fullarton, SA
September 2003 - August 2004
Internal Support
Responsibilities:
- Windows NT and 2000 Server administration
- Exchange 5.5 administration
- Windows 2000 and XP desktop support
- Installation and rebuilds of PCs
- Creation and development of Standard Operating Environment
- Communicate with staff regarding PC issues
- Phone and email support for remote users
- Help with any UNIX related issues and questions
Seconded to Jobs Statewide
Firewall Design, Build and Configuration
Built several inexpensive firewalls from standard PC hardware using the FreeBSD operating system.
Details:
- Analysed existing setup and determined the need for a more secure firewall
- Determined firewall requirements and configured rule sets accordingly
- Installed and configured Squid, an Internet Proxy Server, and optimized it for performance
- Wrote custom log analysis scripts
- Installed Apache web server to make reports available to management
- Deployed and tested firewall outside of business hours to minimize interruption
- Provided basic training to staff on the use, administration, and monitoring capabilities of the firewall
Seconded to Nestle
Server Relocation
Assisted with the relocation of servers and the patching of new network points.
Seconded to Aussie Home Loans
Server Relocation
Assisted with the relocation of servers and the patching of new network and phone points.
Linux Terminal Services, Adelaide, SA
October 2002 - August 2003
Linux Support and R&D
Responsibilities:
- Building UNIX servers including hardware, operating system install, configuration of software and network services and migration from old servers and networks
- Writing custom shell scripts
- Research new Open Source technologies for possible implementation and client benefit
- System troubleshooting
- Desktop support
Certifications
- Microsoft Certified Technology Specialist: Windows Server 2008 Active Directory Configuration
- Microsoft Certified Professional: Windows XP
Currently Studying for Microsoft Certified Technology Specialist: Windows Server 2008 Network Infrastructure Configuration
Education
- Completed a one week course run by Novell learning about integration with SUSE Linux.
- Completion of Certificate IV in Information Technology (Client Support) and the Douglas Mawson Institute of TAFE whilst participating in a traineeship with KAZ Technology Services in 2003.
- Completed a one week course “Supporting Windows 2000 Professional and Server” in 2004 with Tim Carson at Aspect Education.
- Completion of Year 12 in 2001 at Birdwood High School, Birdwood, SA
References
References are available upon request.
