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

Certifications