Mark Rhys-Jones
Professional Desktop Support Technician
ITIL
Microsoft Windows
Microsoft Office
Desktop Support
Citrix
Driving License
Professional Status
Employed
Unavailable
About Me
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.
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.
Service Desk Analyst
City of Rockingham
Since August 2021
- Stepped down from lead role due to health reasons but remained in the team.
Senior Desktop Technician (Western Power)
Computer Sciences Corporation
May 2012
to August 2015
Full-time
Perth
Australia - Western Australia
- 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.
Detailed Description
- As a result of being recognised for my experience and knowledge on the account, joined the three person on-call roster as a result of the roster being reduced to just two people, thereby ensuring continuity of service out of hours.
- Resolved high profile issues in the Citrix environment within a couple of days of being reported, by working with other teams to design an alternative method for external contractors to use, training the contractors on the process and demonstrating its effectiveness, and therefore preventing further critical data from being lost ;
- Worked with multiple teams to reduce the active licenses in the vCloud environment, from 17 licenses over the allowed number (40), to just 4 licences over, minimising the risk to the client of license infringements, and earning recognition and a reward for this;
- Worked with multiple teams to complete high profile client projects in the Citrix environment on time, earning recognition and a reward for my assistance;
- Improved the support of Citrix XenDesktop environment, by training the service desk team and fellow desktop team members on the Citrix environment, thereby reducing 2nd level incidents and resulting in more first level incidents resolved directly by service desk;
Company Description
CSC is a multinational corporation that provides information technology services and professional service and is one of the world's only independent IT services providers.
Company website
Information Management Coordinator (BHP Billiton)
Computer Sciences Corporation
May 2007
to November 2012
Full-time
Perth
Australia - Western Australia
- 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.
Detailed Description
- Established excellent client relationship throughout the account, earning recognition and a reward for teamwork and work excellence.
- Acted as subject matter expert (SME) on MinEx for the License to Support CSC initiative, designing questions, and their related answers, to be used in the programme and ensuring it was completed on time;
- Successfully resolved significant issues with technical applications affecting MinEx remote operations, allowing the projects to be completed within required timelines;
- Successfully coordinated the shipment of IT equipment into Ethiopia by working with the MinEx office manager, customs and teams in Africa, enabling the exploration project to be completed on time and without major issues;
- Mentored and led field support teams in Moscow, London, Singapore, Africa and Chile to ensure quality of service and the completion of MinEx projects;
- Coordinated hardware audit as part of new MinEx contract for all regions, ensuring accurate data was provided to Minex for their future plans;
- Coordinated a number of projects include remote access token remediation, application upgrades and file cataloguing for all regions, ensuring the projects were completed on time and without issue;
- Coordinated the delivery, configuration and testing of a Riverbed device for West Musgrave camp, allowing for smooth setup of network connectivity at the remote camp;
Desktop Support Analyst (Public Transport Authority)
Trilogy Resources
February 2007
to May 2007
Perth
Australia - Western Australia
- 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.
Company Description
Trilogy Resources is an IT consulting and recruitment company and was recently acquired by Chandler Macleod Group Ltd.
