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.
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;
