SUMMARY:

To be a core part of a productive well run team in a company that allows me to contribute my expertise while providing me with opportunities for skill development and career advancement.

IT SKILLS:

• Citrix XenApp5/6, Xen Desktop, Xen Client
• IPSec
• Gencert utility
• Web VPN
• Webex,
• SSL VPN
• VNC
• LogMeIn
• RDP
• Goverlan
• Checkpoint VPN
• FTP services int and ext
• TeamViewer
• Terminal Server
• Tandberg Video/Audio Conferencing, 3000MXP 75/85MXP, Mobile units, UFOs
• Citrix Webinar
• Codec testing
• Setting up conference facilities & projectors with multiple feeds
• Citrix Access Management Console
• Server hardening
• AD Tools
• Document/Printer security for sensitive docs
• Chinese walls (technical aspects)
• Permissions Accounts/Groups in AD
• LDAP Query creation for audits etc
• Mailbox creation
• Security and Dist Group setup and management
• Pilot Group control, troubleshooting, management
• XP
• Linux
• Server 2003
• Vista and W7 etc
• Windows 2000
• OSX in AD environment
• IOS (Apple)/Android
• ATO Software
• WireShark
• PowerTax
• GNS3
• 3CC DAMEON
• Ringtail
• Lawdocs
• Workshare
• Qtime
• Nab Online
• Checkpoint software suite
• Call centre software
• InfraActive/SDE
• Sharepoint
• Clausebank
• Wisdom
• MYOB
• CMIS
• ACT
• Cisco 1841 ISR, Cat 2960, Cat 1900, 3xxx series switches
• Juniper Netscreen
• Campus link est & TS
• RAD box install & TS
• Citrix Netscaler
• Site Surveys, audits
• SNMP Config w NOC, local monitoring & TS
• TFTP est and config (for telephony and network devices)
• TS networking issues ( Confidential, SIP subnets, QoS, WIFI, VLANS, VTP, ACLs etc)
• Security including, threat identification and mitigation
• Implement/ troubsht WAN links
• WLAN Establishment/Admin
• Routed and switched network implementation
• Confidential /NAT design / implementation
• Managing data room connections
• Routed and routing protocols configuration
• Deployment of windows clients within a network
• TCP/IP - addressing, LAN-Implementation
• Desktop/laptop installation configuring and deployment
• Powerdowns/powerups
• Site commissioning /decommissions
• Server installation/configuration upgrading/ts (Proliant/IBM)
• Blackberry setup, activation, troubleshooting
• Rectifier work
• Printer maintenance, deployment (HP WebJet Admin etc)
• Advanced data recovery
• Misc computer repairs /component installation
• Burning PROMS
• Cabling.
• GWI creation, unattended installation creation (for use with hardware rollouts)
• Sophos administration
• TrendMicro administration
• Inoculate administration
• Norton
• Postini
• Spyware/Malware removal
• SQL TS
• Database creation and management
• Database rebuilding
• Job configuration & TS
• Script generation
• Building Queries
• Symantec Backup Exec v11-12
• EMC/CENTERA
• Verint 360 7.8/ v11/
• Backup and restore of Citrix profile data
• Est of secure access and file storage
• Job creation & monitoring
• Troubleshooting BE services
• Large and small restorations
• Tape, DVD, SAN, solutions
• Backup management of multiple databases/filestores/servers
• Implementation of PEA security on backup process
• VOIP/TDM
• Trading turrets
• BT ITS platform
• CTI config & TS
• BT Trading systems software suite
• LINE/HUNT/ DDI programming
• Verint call recording platform v7/v11
• Nortel telephony suite, Cisco suite, ITS Suite
• Phone patching, line tracing, krone frame work
• Phone installation & TS
• DLIC Testing, configuration commissioning
• IPSI Testing configuration, commissioning
• DR environment establishment/testing
• IP recorder configuration & TS
• TDM recorder configuration & TS
• Command line programming
• Failover testing
• PABX Work
• Command line changes to legacy systems & components
• NCR, Call Parrot, NICE, Verint
• CUCM SME
• Trunk configuration
• Codec configuration & TS
• Visio (networking, physical hardware layout)
• Office (Excel, Word)
• Adobe (PDF creation)
• Photoshop, CS5,CS6, Lightroom
• DM5 Doc Management System
• Template troubleshooting, management
• Document security
• Document troubleshooting conversion
• GFI FAXmaker
• Sharepoint
• RMA proceedures
• VBRICK config
• Hardware and software management via Altiris
• Change implementation/management
• Inventory management
• Floorplan management (hardware,/ports)
• UPS Checking
• Dealing with vendors (Hrd/Sft)
• Large scale hardware rollouts
• Large scale resource moves
• Batch file creation

IT EMPLOYMENT HISTORY:

Confidential

Field Engineer/Product Specialist

Responsibilities:

• Maintaining Confidential systems at customer sites (dealer boards, cabinets, servers).
• Functioned as the Confidential representative at companies on full and part time basis during particular projects, incidents or for regular day to day business.
• Planning and implementation for major system changes, upgrades, fault finding and to meet changing customer demands.
• Sit in on planning on executive, planning, and technical meetings with clients as Confidential representative.
• Would perform daily, weekly and monthly site visits for Confidential across our sites. These sites varied in size, technology and customer types. Customers included; Stock Brokers, Major Banks, Airlines, Government Departments, Power Companies. These sites varied in size with 10-500 people using our systems for “mission critical” tasks including; large trades, ground control to plane communication, management of state and national power grids/emergency services and so on.
• Making technical recommendations and decisions in relation to live “high stake” customer sites with little oversight.
• Dealing with voice recording systems, SNMP monitoring and management and other systems.
• Performing programming changes at customers request in relation to number assignment, dealer board installation, configuration, DDI changes (Hunt group, line assignments, CTI changes), system interrogation, physical line tracing, Krone Frame work, voice recording configuration changes, updates to system and call retrieval work.
• Troubleshooting TX/RX, CTI, VOIP, connectivity, voice recording issues on small and large customer networks.
• Server building, configuration, testing and commissioning on live sites.
• Other tasks involved, certificate generation (tool and dealing with cert authorities), certificate renewal, HTTPS configuration installation and troubleshooting.
• Configuring and monitoring switches and routers to interface with our Confidential cabinets and other proprietary/non-proprietary hardware in various configurations across multiple sites.
• Participated in daily, weekly, biannual meetings in relation to Confidential technologies.
• Participated in regular meetings with Verint in regards to voice recording technologies.
• Would regularly participate in ad-hoc meetings giving advice to other Confidential employees in relation to newer technologies.
• Effective communication of highly technical information to important clients and stakeholders relevant to their concerns in regular situations where information "firewalls" might exist.
• Dealing well with clients and knowing when they want to know more, less, what their opinion and understanding of the situation is and how to effectively communicate with them in layman’s terms.
• Most experienced and effective engineer in Confidential in voice recorder and newer Confidential technologies.
• Reverse engineered and completed unfinished software from Confidential to meet client DR requirements.
• Reverse engineered vendor software to resolve Tomcat dependency issue; my changes were then rolled into the vendors’ knowledge base.
• Produced large amount of internal documentation in regards to voice recorder systems for Confidential .
• Produced documentation for customers in relation to telephone and voice recorder systems.
• Assisted Verint in creating their own customer documentation for recorded call retrieval via SSL.
• Reverse engineered and completed unfinished software to build IP environment in Lab.
• Rebuilt failed/corrupted/lost system databases on operational critical machines. Rebuilt call databases that other technicians said were irrecoverable.
• Participated in world first configurations of HTTPS, SNMP TRAPS and other voice recorder technologies.
• Performance on site upgrades led to me advising for installations taking place in USA, Europe and China.
• Staff running changes out of Australia at international banks would regularly request I do the work remotely instead of the local Confidential staff in particular regions.
• Performed all call recorder upgrades for some of Australia's biggest banks over the course of two years across all Australia and Pacific offices (remotely and onsite) without incident despite varying hardware and site configurations. This required a high degree of planning, ITIL Change Management and organisation as well as technical expertise. Sites varied from 8-500 positions.
• Participated in many firsts for Confidential technology including integration of Active Directory logins with call retrieval systems, Verint v11 Server hardening, and softphone setup in DR environment.
• Technicians would regularly call me for troubleshooting help or for my opinion on upcoming projects.
• Due to technical knowledge, site knowledge and attentiveness I would often prevent problems before they happened
• Protected Confidential from being blamed for issues caused by inexperienced vendors and other parties during changes due to knowledge and attentiveness on many occasions.
• For two years I was on 24-hour callout every second week (and occasionally was called out on my off weeks). I never missed a call out or a call from our NOC Team. Callouts would regularly happen between 1-6am and would require onsite presence or me dealing with additional teams/service providers overseas.
• Diagnosed and repaired fault that required uninterrupted 36 hours on customer site.
• Regularly would work back to back 7 day weeks when customer projects and site installs required.
• Performed multiple site installations, upgrades and decommissions.
• Clients, executives and other vendors often complimented my interaction, knowledge and handling of delicate situations.
• Customer interactions and communication was effective in pre-planned planed meetings or in regular conversations with me excelling in high pressure situations.
• Experience with IP and more modern technologies made me an integral part of BTs team which was more rooted in an older TDM environment.

Confidential

Desktop & Network Services Technician

Responsibilities:

• Providing level 2 support to 200+ users located in Melbourne Office and assisting these users when they were working remotely (both internationally and nationally).
• Managing backup process for Melbourne Office.
• Providing level 2 and 3 support and assistance to IT teams based in Sydney, Manila and Globally.
• Installation and TS of Citrix technologies in relation to our SSL VPN and Web VPN solutions.
• Liaising with Sydney, Global and Manila offices in relation to remote access and Citrix technologies.
• Physical installation of Servers, Citrix hardware (Netscaler). Setup based on global image for Server 2003 and 2008.
• User profile setup, maintenance for remote access via Citrix.
• Working with level 2 and 3 engineers/administrators in Sydney and Globally.
• Communicating, advising and working with level 1 support based in Manila.
• Providing physical representation of IT to staff in Melbourne.
• Performing tasks unable or unsuitable to be done remotely. These tasks included managing, networking (both on and off the floors), Blackberrys, printers, deployments, and troubleshooting, server/PC/phone/printers problems and also, assisting company clients, and general level 1 and 2 problems experienced by local users.
• Managing projects in relation to backups, network security, local network and infrastructure, business applications and databases.
• Dealing with local business that provided local IT services including Dell, HP, Cisco, Databank, Emerson’s, Optus business.
• Being available after-hours for overtime, projects, upgrades and disaster recovery situations.
• Assisted with restoration of Citrix profiles and local settings after massive raid failure.
• TS, and resolved issues with Citrix profile establishment and deletion on local servers.
• Responsible for recovering emails for all Melbourne users after massive array and backup failure in Melbourne this year. I was responsible backup restoration of file stores and emails (both implementation and retrieval) and also the recovery of remaining lost emails after the initial restore. Worked 30+ hours overtime over 7 day period.
• Won Shared-Services IT award for Confidential Asia-Pacific region last quarter. This award based on consistently exceeding expectations in relation to customer service.
• Advised and implemented improved backup process and strategy over past 18 months.
• Successfully dealing with difficult and demanding partners during and outside of business hours.
• TS and resolved issues with Citrix XenApp Web Interface.
• Discovered and resolved major security issues involving external access to internal network via rogue Aps.
• Identified and resolved ADSL patching issue that exposed enterprise network to threats. Was responsible for patch distribution and advisement after incident.
• Identified end user access issues that exposed network to threats.
• Advised on successful implementation business software in Citrix environment. Also was tasked with investigation and advising on Citrix client and profile store issues.
• Advisor on implementation of Windows 7 and Office 2010 in business.
• Regularly successfully advised on large hardware purchases for business.
• Reduced end-user power consumption in Melbourne by over 1/3. I was responsible for advising and implementation.
• Troubleshooted and resolved dataroom issues involving company VLAN/Subnet configuration.
• Conducted regular printer audits in Melbourne that reduced printer problems, managed and advised on firmware updates, made sure we received adequate and timely service from HP.
• Worked with Optus regularly concerning Blackberry activation and data issues involving national and international users.
• Worked with Global security on Virus/Malware issues, submitted reports to Global security team/ TrendMicro. Given administrative access and tasked to advise on situation and solution.
• Was responsible for disabled users participating in work experience last year; implemented custom software in our environment and provided support to user.
• Managed large hardware and software rollouts that involved local and interstate coordination.
• Established key relationships and contacts in the company quickly.
• Managing people’s expectations and business requirements when dealing with users.
• Used extensive A/V knowledge to provide numerous AV solutions to Partners and key clients.
• Proactively made engineers (located in Sydney) aware of numerous pending issues related to backups, networking, security and business systems that would have led system failure if left unnoticed.
• Advised on worked on secure file upload service for secure collaboration with clients.
• Advised on secure file deletion techniques, blackberry data destruction methods.
• Regularly was asked to advise on local projects due to insight provided into local situations, users and systems.
• Regularly came into work to respond to Alarms, do weekend work or manage manual processes on public holidays.

Confidential

Desktop Support Officer

Responsibilities:

• Provided level 1 and 2 support to 600+ users located nationally in our head office and to numerous interstate offices and remote users.
• Installing and configuring new systems with Windows XP, Vista and other required software products.
• Configuring laptops for executives and business development managers with remote access solutions (Outlook over VPN connection, Terminal Services access).
• Creation of New user accounts in Active Directory, access passes in Titan, user accounts in numerous other business related systems.
• Investigating system, network issues then determined solutions or escalation points.
• Representing the IT department to the company.
• Dealing with software maintenance, installation and functionality for programs used by finance, marketing, call centre, application developers, and the IT department.
• Handled support requests in person, via Helpdesk phone line, and request logging application.
• I excelled in a demanding dynamic work environment that involved a large amount of multitasking, dynamic task delegation and prioritization.
• Was responsible for large scale end user desktop replacement/upgrade.
• Organized and oversaw large scale department moves within the business that involved hardware, and telephony relocation.
• Setup the company’s Macintosh’s in an AD environment.
• Was solely responsible for the setup and maintenance of the company’s 30+ laptops used for remote access.
• Took over responsibility of the telephony system in staff members absence, resolved all telephony faults (50) within 14 days.
• Readily made myself available for large periods of overtime with no notice.
• Oversaw configuring new customer recording software from Nortel.
• Learned and made improvements to many business systems including remote access setup.
• Excelled in customer service and customer interaction. Many business executives would personally request my help when contacting the IT department.
• Showed I was a quick learner of new tasks, systems in planned and emergency situations.
• Was tasked with responsibility with major systems that involved transmissions of millions of dollars of financial information.
• Worked well in a fantastic IT team, and created strong bonds, and relationships in all departments of the company.

Confidential

IT Assistant, Deputy IT

Responsibilities:

• Initial tasks involved connecting staff and students to the university network, trouble shooting and resolving end user computer problems and organizing community events.
• Responsible for co-maintaining college network for 320+ students.
• Responsible for maintenance of components of college network
• Delegated tasks to IT team who were responsible for connecting users to the network and providing support to users during academic year.
• Involved in initial implementation of Confidential solution for network connections.