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Desktop Support Analyst Resume

EMPLOYMENT HISTORY

April 2009 – Confidential
Business Partner/Owner & Designer

  • Responsible for all Planning and Scheduling requirements including phases of Environmental
  • Approvals, Engineering & Design, Procurement & Fabrication, Construction & Commissioning.
  • Proficient in Primavera 3.1, 6.x and MS Project
  • Complex schedules of 3000+ activities.
  • Integrating contractor schedules with in-house activities with assistance of WBS.
  • Projects highly reliant on Critical Path analysis and management.
  • $1.5bn+ Iron Ore Projects. Mine Design and Construction.
  • Integration of estimated man-hours into Primavera for the use of site accommodation requirements and resource leveling.
  • Resource loading, smoothing, and accommodation management.
  • Integration and analysis of contractor schedules.
  • Specializing in batch data manipulation tasks. Importing and exporting mass data from various formats to and from Primavera.
  • Schedule reporting tasks for weekly & monthly reporting contributions to the client – These included Critical Path analysis, Progress Analysis Reports and working with Engineers to determine recovery actions
  • Conducted client and contractor progress meetings.
  • Established and assessed schedule risk.
  • Performed numerous scenarios of project accelerations and delays.
  • Reviewed and integrated vendor/contractor schedules.
  • Prepared, maintained & reported status on all types of schedules and progress curves.
  • Ensured project work breakdown structures are reflected in the project schedule.
  • Participated in vendor/contractor bid reviews.

Sept 2002 to Sept 2006 Confidential
Level 3 Desktop Support Analyst (IT Research & Development, Standards and Windows 2000/XP
Specialist)

  • Top tier of support.
  • Planned, scheduled and controlled distribution of software updates company wide, for Distributed File System (DFS).
  • Symantec Antivirus Server administration and desktop deployment.
  • Developing IT Standards of software and hardware for the company.
  • Maintained and administered a software distribution tool (SDT by ZettaServe) that deployed a standard operating environment and additional software packages
  • Use of Microsoft Active Directory to create accounts, extract, and migrate users.
  • Create, test and Implement Windows Group Policies.
  • Extensive use and knowledge of Windows architecture Package MSI applications using snapshot, Win2000 resource kit, and Wise, for packaging of software and software updates.
  • Providing Executive Support to traveling executives. Remote connectivity, handheld devices etc.
  • Championed a process of “Guaranteed Services”. This involved identifying recurring bottlenecks in support teams problems. The outcome was to develop a process or solution that makes guarantees the delivery of a service within a promised time frame. (eg. User account approval and creation)

August 2000 to Sept 2002 Confidential
Support Analyst Team Leader

  • Providing 1st, 2nd and 3rd level support in a unique 24 hour Service Centre for the company Job role provides 24-hour support (all year) to accommodate mainly Eastern and Central Australian Customers. Also supporting China, Johannesburg and North America Training new Helpdesk members and organizing shifts.
  • HP OpenView Service Desk system
  • Worked dayshifts and nightshifts.
  • Role includes after hours support for executives, specializing in dial-up.
  • Position handled the majority of 2nd level calls via the use of Remote Control.
  • MS Exchange 5.5 administration – permissions, creating mailboxes, distribution lists and other resources.
  • Active Directory administration – creating and managing user accounts (including migration), application of NTFS security.
  • Completed a helpdesk training course with The Help Desk and Call Centre Institute of Australia/NZ (HDI CCI)
  • SAP Administrative Support Statscout network monitoring
  • Created and Managed share permissions.
  • Performed basic administration of Cisco Switches.

Second Level IT Support (Confidential)

  • Sole support officer of over 200 users and 350 machines (WINNT).
  • Performed Standard Operating Environment rollout Troubleshooting of PC and Server hardware, such as hard disks, disk controllers, tape drives and Ethernet cards.
  • Responsible for backups and restorations (Disaster Recovery).
  • User account creation and maintenance.
  • MS Exchange account creation and administration.
  • Implemented Y2K Readiness.
  • Developed user documentation and training.
  • Support of Honeywell Uniformance PIMS.
  • Responsible for the maintenance of Comms and PABX.

EDUCATION

Tertiary Education

  • Biomedical Science

Certifications

  • CompTIA A+ Certification
  • Symantec Antivirus Administrator
  • Primavera 3.1 Certification by PCS (pcs-pl.com.au)
  • Primavera 6 Conversion Certification by PCS

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