A dynamic and resourceful desktop support professional with strong background in Microsoft environments and Information Technology Infrastructure Library (ITIL) framework. A proven track record of providing high quality technical support to enterprise organisations in the global resources, transport and government sectors. Offering a calming influence in a high pressure environment, excellent communication and interpersonal skills, virtualisation experience and the ability to quickly adapt to other applications and platforms.
Key Strengths: • Over 15 years in the IT industry, dealing with users and management at multiple levels ensuring service levels are consistently met; • Customer focussed, building on user relationships to ensure quality service and customer satisfaction by being proactive and always looking for service improvements; • Confident working in a team or autonomously, taking the initiative to get the work completed within required timescales; • Able to work with other teams and multiple service providers to deliver services seamlessly. • Efficient at troubleshooting and able to work on and complete multiple tasks or issues at the same time; • Highly competent in cross teaming when leading a group, focussing on motivation to meet the team’s objectives, whilst balancing the needs of the team with their daily responsibilities. • Committed to service delivery, working outside office hours to ensure positive outcome for the client.
Provided desktop support in hardware and software application troubleshooting and distribution, including mobile devices, taking ownership of incidents, problems and changes and ensuring work was completed within service level agreements (SLAs). Also supported and maintained a Citrix virtual environment and managed the documentation for both desktop and virtual environments.
Provided and coordinated service delivery for BHP Billiton Minerals Exploration (MinEx) account including the provision of network/desktop support (levels 1-3) for local users in Perth and remote users in West Musgrave (WA), Zambia, Ethiopia and Mongolia, also assisting users from other areas of BHP Billiton (Marketing and Uranium) and covering all ITIL processes.
Provided hardware, software and network support ensuring resolution within SLAs, including machine builds and provided 2 hours of help desk support on a daily basis.