Alex Singleton CV 2015

Geebung 4034

[email protected]

OVERVIEW I am an experienced service industry analyst with a proven background of providing L1/L2 desktop and service desk support. My experience spans 9 years over technically specialized managed service providers, large corporate and government clients. I consider myself an active and positive team member with a flexible, can-do attitude.

Key Technologies:

• Windows Server 2003/2008, SBS and Terminal Services operating systems• Windows XP/7/8/10 desktop operating systems• Active Directory resource management• Exchange 2003/2007/2010 + Outlook email client frontend• Frontrange ITSM, CA, Remedy, Service Desk+, Zendesk ticketing systems• iOS, Blackberry & Android mobile operating systems and tablets• Cisco Unified CM & Unity telephony & voicemail• SCCM 2012 & Symantec Altiris deployment software• MobileIron (IOS & Android) device management • Citrix XenApp client + server technologies• RSA SecurID gateway

EXPERIENCE SERVICE DELIVERY ENGINEER, AIRBUS HELICOPTERS (AIRBUS GROUP AUSTRALIA PACIFIC – AGAP)June 2014 – presentOnsite desktop and telephone L1/2 support for Government contracted military aviation client.

Imaging and deployment of applications via Symantec Altiris Support of HP thin client Citrix virtual environment Server support of Citrix sessions, Exchange accounts, file and folder security, file restores,

Symantec email archiving Active directory user account creation, modification & deletion Windows XP and 7 in house application installs and troubleshooting Escalation of issues to Airbus EU French helpdesk for non-AGAP applications HP hardware warranty support for desktops and laptops Reduction of 100 tickets in 5 working days, average ticket resolution 20 per day, minimum 10 SAP account creation and modification

SERVICE DESK & ONSITE DESKTOP SUPPORT, DATACOM

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February 2014 – June 2014Provided 1/2 level support for multiple large Government departments in addition to existing Datacom SME clients and internal Datacom staff

Support of Windows 8 and Office 2013/Office 365 emerging technologies Onsite support provided for client office relocation and fitout Average ticket closures 30-50 depending on volume of calls

Administrative support of Citrix sessions, Exchange accounts and Active directory resources Active directory user account creation, modification & deletion

SERVICE DESK, DEPARTMENT OF AGRICULTURE FISHERIES AND FORESTRYNovember 2013 – February 2014Callcentre phone support to multi-domain QLD Government Departmental staff.

Windows XP and 7 migration support inclusive of application compatibility troubleshooting Mobile (iPhone, Android & Blackberry) + iPad device email support via BES, ActiveSync and MDM SAP account creation and modification Manual software installs and configuration + software deployment via SCCM Support of custom in-house mainframe and console based applications for land management Strict adherence to established Government process and policy for incident resolution Completion of user account tasks assigned from other service desk departments

HELPDESK, BRISBANE AIRPORT CORPORATIONJune 2013 – September 2013L1/2 onsite and helpdesk support for BAC staff based at Skygate head office. Daily core tasks involved user education, documentation creation and training, support of existing Windows XP SOE, rollout of Windows 7, CCTV systems, MFD printers, laptops and other mobile devices.

Support of business critical CCTV systems including warranty job logging and fault escalation Reduced ~400 existing tickets to < 200, effectively halving service desk workload single handedly Creation of Cisco phone and voicemail accounts Manual software installs and configuration + software deployment via SCCM Active directory user account creation, modification & deletion Exchange account creation, deletion, modification & maintenance Mobile (iPhone, Android & Blackberry) + iPad device email support via BES, ActiveSync and MDM Assisted with MDM user training sessions and hands on installs Responsible for new staff induction sessions and associated training/documentation Port patching, LAN device configuration, DHCP reservation & other entry level network tasks Server support of Symantec antivirus solution and Commvault email archiving

SYSTEMS ENGINEER, CELENTIAJuly 2012 – June 2013



Provided level 1, 2 and 3 desktop & server support for multiple environments in a remote and face-to-face role. Client sites and datacenter featured Microsoft Terminal Services, Small Business Server 2008, Server 2003 & 2008, Windows 7/8 and Exchange 2003/2007/2010 technologies. Assisted with rebranding of the company via provision of photographic services, creating images suitable for ‘LinkedIn’ profiles. Responsible for network monitoring and backups of assigned clients, eliminated all backup failures for primary assigned client after identification of failure alerts spanning 5+ years.

L2/3 TEAM LEAD, DOMINOS PIZZAJune 2011 – May 2012Performed a dual head office support/store support role for Australia and New Zealand. Store environments built around Windows 2000/SQL Server 2005 and Windows Server 2003/SQL Server 2008/Windows XP. Daily duties involved telephone and face to face desktop support (L1/2/3) plus vendor support for outsourced networking and printing operations. Seconded to Team Lead role for 3 months, implementing changes for on-call payment arrangements and reporting directly to the infrastructure manager and CIO. Delivered limited support to the internal marketing department for basic Mac OSX queries.

L2 SYSTEMS ENGINEER, SPIRITUSApril 2011 – June 2011Responded to Windows 7 related user requests inclusive of 1st and 2nd level support for Exchange 2007/2010 and existing core enterprise server software (Server 2003/2008 R2 64 bit). Managed iPhone & iPad deployment and configuration for VIP users. Support and troubleshooting of Xenapp 6 Citrix environment migration project.

SERVICE DESK ANALYST, QUEENSLAND RAILOctober 2009 – April 2011L1/2 helpdesk telephone support of a 16,000+ user environment during separation of QueenslandRail and QR National.

L2 SERVER ANALYST, ORDYSSOctober 2008 – October 2009L1/2/3 onsite and remote systems support of multiple clients for Managed Services Provider. Average client size <50 seats featuring Microsoft technologies.

IT HELPDESK OFFICER, VIRGIN BLUEJanuary 2007 – October 200824x7 L1/2 desktop and telephone support of a 6000+ user environment based in Australia and New Zealand.. Performed 2nd level support role in addition to helpdesk services, assisting desktop and infrastructure teams to deploy PC’s and manage existing email, in-house developed applications and remote access systems.

IT SUPPORT OFFICER, ALLIANCE AIRLINESFebruary 2006 – February 2007Desktop and server support for a 200+ user environment, including over 100 PC Desktops, 20 Laptops, 30 Thin Client terminals, 8 servers and 5 major multifunction printer devices.

SCHOOL SUPPORT OFFICER, MT ST PATRICK COLLEGEOctober – December 2005Support of a 500+ user environment including 3 servers, over 250 PC desktops and 10 laptops.



INDUSTRY CERTIFICATION

MCP 70-270 Installing, Configuring and Administering Microsoft Windows XPMCP 70-290 Managing and Maintaining a Microsoft Windows Server 2003 EnvironmentIn progress: additional Windows 7/8/Server certification, ITIL V3 Foundation

EDUCATION NORTH COAST INSTITUTE OF TAFE, KINGSCLIFF CAMPUS, NSWCertificate IV of Information Technology: Client Support Completed 2004Diploma of Information Technology: Systems Administration (Distinction) Completed 2001

MT. ST. PATRICK COLLEGE, MURWILLUMBAH, NSWHigh School Certificate



Documents

Alex Singleton CV 2015