Roles & Responsibilities
October 2020 - Current
EUC SUPPORT ANALYST - DULUXGROUP
Providing second level ICT support and specialist support to the End User Computing function of DuluxGroup, which encompasses 19 Business Units operating under the Dulux, Selleys, B&D Garage Doors, Lincoln Sentry and other brands in Australia, New Zealand and beyond.
Escalated support requests from Service Desk along with direct user support on SCCM, Intune and the Microsoft Technologies stack in general as well as line of business applications, hardware and print function support to sites across Queensland as part of a distributed support function.
January 2020 - July 2020
ICT SUPPORT SPECIALIST - TALK BUSINESS TECHNOLOGY
Working under a graduated return to work plan with QSuper, I rapidly increased hours back to full time after my extended medical break in 2019, while undergoing routine monitoring, follow up appointments and other related activities related to my recovery.
As the senior of the four technical resources supporting small to medium sized (from 10-100 seat) managed services clients in a variety of industries, I provided support directly to customers as well as acting as an escalation point for complex issues for my OneHelpdesk colleagues.
I was primarily responsible for providing technical support via telephone with some in-person interactions, as well as the preparation of documentation, including service reports for clients detailing the work we had undertaken for them during the previous month. I improved the generation and distribution of these reports, and introduced service review meetings with key clients to ensure that our services were meeting their needs.
June 2019 - December 2019
EXTENDED MEDICAL LEAVE/CAREER BREAK
Medically-driven career break due to medical workup, liver transplant and the resulting recovery and rehabilitation period.
May 2018 - June 2019
ICT & BUSINESS SYSTEMS MANAGER (QLD & NT) - ST VINCENT DE PAUL SOCIETY
As the subject matter expert for the society's ICT environment, I was responsible for the management of projects, business critical systems and telecommunications for Queensland and the Northern Territory.
I identified, adopted and operated key systems to improve and deliver the society's services to both internal and external stakeholders across the organization.
With financial, operational and administrative control of the ICT function, I liaised with external contractors and service providers and provided direct technical support and project services to persons in the society's offices, special works locations and 150+ retail stores across the two states.
I had responsibility for an internal direct report Database Administrator as well as a distributed team of contractors from Ordyss Pty Ltd handling Service Desk, in-field and Systems Administration duties.
April 2018 - May 2018
SYSTEMS ADMINISTRATOR (TRADE & INVESTMENT QUEENSLAND) - ORDYSS PTY LTD
Under temporary contract to Ordyss Pty Ltd while awaiting commencement in my role with the St Vincent de Paul Society, I backfilled in the Systems Administrator role for 6 weeks.
Trade & Investment Queensland is a government statutory body promoting trade and investment opportunities for Queensland business across Australia and internationally.
I was chosen for this given my previous extensive experience as ICT Manager for a similarly sized government body. My main aim was to provide stable ongoing support to the business while a new permanent Systems Administrator was found to fill the position.
February 2012 - April 2018
INFORMATION & COMMUNICATION TECHNOLOGY MANAGER - AUSTRALIAN AGRICULTURAL COLLEGE CORPORATION
Responsible for ICT services as well as agricultural and educational technologies selection and deployment, across Queensland for a small government-owned corporation.
Comprising of two full-scale residential colleges (Emerald Agricultural College and Longreach Pastoral College), six training centres and two small regional offices as well as four commercially-run production enterprise rural properties, I provided support and leadership in the technology space to approximately 200 staff and more than 2,500 students each year.
I supervised, mentored and led both internal and external teams and introduced changes to the internal ICT services team to promote both professionalism and a service delivery culture while developing strategy aligned to business needs, program of works reporting and a close working relationship with the senior leadership team.
April 2009 - February 2012
FIELD SERVICES TEAM LEADER (QUEENSLAND TAFE PROGRAM) - UNISYS CORPORATION
In this role I provided escalated 2nd level ICT support to staff and students on-site across all Southern Queensland Institute of TAFE campuses and Agricultural College sites.
As the team lead, I worked in a technical liaison and supervisory capacity with a distributed team of three direct reports, as well as in a resource and leadership capacity on projects spanning the the entire TAFE program with Institutes all over the state.
I maintained a task-based support queue and worked in compliance with ITIL principles in a large support team. This involved investigating and providing solutions to user problems across a wide range of technologies in the personal computing, server and application space as well as classroom environments.
March 2005 - March 2009
SYSTEMS ADMINISTRATOR - CHUBB SECURITY AUSTRALIA
Working as part of a two-person team, I was jointly responsible for the provision of a high level of Technical Support expertise and service to over 600 Chubb staff in 22 sites around Queensland and Northern New South Wales.
This involved provision of in-person deskside support and server administration for issues escalated from the Service Desk. I was also the primary Exchange administrator and mobile devices specialist, which involved working on a variety of projects for testing and deploying mobile solutions for the in-field security and cash-in-transit operations.
September 2002 - February 2005
QUEENSLAND IT COORDINATOR - LUMLEY GENERAL INSURANCE LIMITED
Hired to bring as many IT issues in-house as possible, my work at Lumley involved providing Information Technology expertise and support to around 100 end users in three sites in Queensland.
While at Lumley I participated in the wide scale rollout of Cisco IP Telephony and the Performance Solutions CTI software to all Queensland offices as well as several other major projects directed at improving the IT services to the company.
April 2001 - September 2002
DESKTOP SUPPORT TECHNICIAN - DATA #3
Provided high quality desktop support services to Data #3 clients. Worked under the Holy Spirit Hospital and Comalco ICT outsourcing contracts during this period.
Additional employment history available upon request.