ASX listed Fleet and financial services provider.

• Owner of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.
• Managing a team of 11 L1, L2 and L3 engineers across Australia and New Zealand.
• Ensuring Service Delivery Team met SLA for resolution and first-time response.
• Create monthly ITIL reports and management updates for senior stakeholders.
• Implementation of DarkTrace AI Cyber Security across cloud and On-Prem networks.
• Implementation of New Relic application and infrastructure monitoring across On-Prem and Google Cloud.
• Replacement of legacy helpdesk system with Jira Service Management. 
• Implementation of monthly Sophos Cyber Security staff training to increase security awareness.
• Managed several projects to reduce cost and streamline processes including several Data centre migrations across newly acquired business entities.
• Coordinated and conducted annual disaster recovery plan for all critical IT systems.
• Escalation point for stakeholders across multiple business entities.

 A world leader in workforce solutions.

• Interviewed, trained and coached the team to become a reliable, knowledgeable and customer-focused Helpdesk.
• Successfully tested and implemented a new Helpdesk ticketing system to greatly improve agent efficiency and feedback to customers.
• Introduced standard processes and procedures for incident management, user management, KPI and SLAs.
• Identified issues associated with the previous Helpdesk through survey data collection and proposed solutions to successfully increase the customer satisfaction rating of the Manpower Helpdesk by 25%.
• Direct escalation point for more complex or unresolved issues as well as VIP requests.
• Providing technical support via email, telephone and face to face for 500+ users based across Australia and New Zealand.
• Management of team roster including after-hour support.

US-based online market trading provider.

• Successfully grew and managed APAC Helpdesk team across Sydney and Singapore.
• Incident classification and escalation according to team’s objectives and KPI’s.
• Staff induction, training, performance reviews and development of team procedure.
• Successfully implemented software suite LANDesk to provide solutions for device management, OS/Application patching, software distribution and power management.
• Responsible for providing 2nd level support and fault diagnosis for desktop, server and the infrastructure powering the trading platform and backend systems.
• Managing relationships with 3rd party suppliers of hardware and communication services.
• Remote management, software packaging and deployment across the global domain.
• Troubleshooting market pricing issues, client trade queries and general IT issues.
• Organised and oversaw two office relocations, one in Sydney the other in Singapore.
• Administration of email and other business dependent systems.

• Spearheaded the migration from Windows XP to Windows Vista.
• Writing XML scripts for user data and settings migration.
• Trouble-shooting Vista bugs and issues.
• Remote 2nd level support of over 500 users across Australia.
• Writing user documentation for Vista and Office 2007.

UK based online market trading provider.

Technical Support Engineer

• Administration of over 300 HP servers across 5 data centres.
• Responsible for continuous uptime of the City Index server infrastructure.
• Implemented Solarwinds for fault and network performance monitoring.
• Provided capacity management reports of City Index’s infrastructure directly to the CTO.
• Completed multiple HP Blade and SAN implementations including two new data centres and maintained remotely using ILO.
• Maintained business-critical databases and other crucial in house applications.

Trade Floor Support

• Provided 24-hour support for desktop and server faults.
• Supported bespoke in house trading application.
• Image and SOE deployment.
• Maintained and supported Exchange 2003, Mail Sweeper and SMTP issues.
• Active Directory, DNS, DHCP and group policy maintenance.
• Supported Reuters and Bloomberg and other financial applications
• Port patching.
• PC\printer\server hardware installation and maintenance.
• Supported file and print servers.
• SQL querying and Database maintenance.
• Queried and extracted Nice system for FCA trade queries.
• Resolved Internet trading platform issues for external clients.

• Independently provided 2nd level support for over 100 nationwide users ranging from hardware faults to software installs.
• Specified and implemented hardware for new offices around the UK.
• Implemented a network-wide backup procedure for laptops and desktops using BackupExec NetBackup.
• Administered SQL databases and produced custom reports.
• Supported desktops, laptops, thin clients and servers.
• Assisted the successful migration of the Company’s transport system from a terminal mainframe to a SQL based platform.
• Provided user training for the new Transport platform.

• Member of a 2nd level support team maintaining the port’s network, servers and over 900 workstations.
• Provided IT support for multiple external companies outsourcing to the POF for systems and infrastructure.
• Creation of NT and exchange accounts using active directory and exchange 5.5.
• Provided support for Microsoft, 3rd party products and in-house applications.
• Windows 2000 and XP deployment across the domain.
• Hardware and software troubleshooting, including laptop and server.
• Acquired a high level of knowledge and experience with Microsoft products.