Service Manager
Resume:
Cameron Pepito
** **** ******* ******, ******* M6K 3R4
*******.*******@*****.***
Career Objectives: To work as a senior IT infrastructure analyst in the
sporting industry.
Education and Training (2003 to 2008)
2003 to 2008 University of Newcastle: Bachelor of Information
Technology.
. Completed IT core subjects consisting of networks,
hardware/software support, web development and
project management.
. Gosford City Council IT Project: Asset management
system. Involves evaluating and implementing a
feasible solution for their PC rollout operations.
Technical Skills
. Installing, configuring and administrating desktop client OS - Windows
XP, 7 & 8.
. Installation and configuration of Active Directory in corporate
networks.
. Business applications: Exchange Server, Hyena, Quetzal, Authority,
Dataworks, Mail & Web Marshal, InfraInterprise Call Management,
Exchange Management Console, Mitel phone administration.
. Troubleshooting hardware devices: Hard Drives, Flash Disks, digital
cameras, printers, faxes and scanners.
Employment History
January 2012 to September 2013 GrainCorp Operations Ltd, Sydney:
+61 2 9325 9191
IT End Point Support Officer (21 months)
Primary tasks is to engage and provide level 2 IT support to various
business units for Graincorp, Allied Mills and Oils. This end to end
delivery service includes troubleshooting desktop and laptop hardware
faults, assist in rolling out new business applications and ensuring
business critical services are maintained at the highest level.
Desktop Support Responsibilities:
. Build and deploy SOE images for desktops and laptops.
. Provide onsite support for hardware and software while following
standard SLAs.
. Configure, Install and test VOIP Mitel Phones.
. Develop standard work documentation for administrating Mitel VOIP
system.
. Troubleshoot VOIP teleconferencing units at Head Office.
. Deploy SOE images with tier 2 software to desktops and laptops through
SSCM.
. Manage IT supply equipment stock level and order where required.
. Manage and assist Windows 7 Packaging Project via Config Manager.
. Assist with rolling out new SOE desktops and laptops during a site
cutover (Remote sites).
November 2009 to January 2012
IT Service Desk Officer (2 years, 2 months)
Providing first line IT support to head office and remote users in
Australia & New Zealand. The Service Desk position engages telephone and
face to face support to GrainCorp and Allied Mills customers, as well as
desk side support for Head Office staff in Sydney.
Service Desk Responsibilities:
. Phone & email support to over 1800 users at Head Office and remote
locations.
. Attend and approve system access workflows.
. Maintenance of user accounts in Active Directory and Microsoft
Exchange.
. Identify business critical faults and assign to appropriate teams.
. Create work documents and upload to Service Desk wiki.
. Notify business with critical information regarding outages and system
changes.
. Train staff members on work related tasks.
. Support head office printers and manage toner/cartridge stock list.
. Identify and troubleshoot citrix related issues.
2006, April 2008 to May 2009 Gosford City Council, Central Coast: +61
2 4325 8376
Full time Contractor - Helpdesk & Desktop Support Officer, IM&T Department
Contract position based on providing phone and email support from user
requests and delegating logged calls to relevant support staff. The role
also involves in providing onsite desktop support to internal & external
users remotely.
Helpdesk Responsibilities:
. Phone & email support to over 1200 users.
. Maintenance of internal user accounts and configuring network services
on workstations.
. Troubleshoot user queries and requests and escalating service calls to
appropriate support teams if required.
. Access remote access applications and services to resolve client PC
problems.
. Filter and take appropriate actions in releasing mail and web content.
. Place service calls in relation to hardware/software issues with other
business partners.
. Network backup and retrieval of user business document files and
folders.
. Assist with & contribute to the production of IM&T policies,
procedures and forms.
. Maintain the equipment and software licensing system.
Desktop Support Responsibilities:
. Experience with installation, configuration of second level support
for PC hardware, peripherals including desktops, laptops, printers and
PDAs on GCC remote sites.
. Providing onsite desktop support at GCC remote sites.
. Completed Windows XP upgrade & MS Office 2003 rollouts and
deployments.
. Design pre-defined scripts to automate Windows XP Upgrade project.
2006 to 2007 IBM Global Services, West Pennant Hills:
+61 2 9407 9196
12 Months full time contract position - Helpdesk Consultant, American
Express Account
This contract position involves providing first level helpdesk & remote
software support to the American Express users in the JAPA region. The
position engages in resolving a range of network, hardware and software
issues at first hand, and if required transferring those service calls to
appropriate support teams.
Helpdesk Responsibilities:
. Provide first-level helpdesk telephone and email support to over 10
000 users in the JAPA region.
. Install, configure & support lotus notes application to users.
. Escalate logged calls to second/third level support where required.
. Remotely configure application updates using Tivoli management
software.
. Prioritise PC problems by following all standard service level
agreements.
. Report network outages and take appropriate actions in minimising
business disruptions.
Interest
. Playing state league basketball, interacting with sports blogs on
social media sites (Mainly Basketball), and utilising information
technology to access the latest sports media news.
Personal Attributes
. Customer focus with excellent communication skills.
. Team player.
. Ability to work quickly and accurately.
. Honest, reliable and punctual.
. Ability to take initiative and make quick decisions.
. Strong desire to learn.
Referees
. Judith Kane, Service Desk Team Leader, GrainCorp Operations Limited
Level 26, 175 Liverpool Street, Sydney 2000: +61 2 9325 9100
. Jamie Beal, IT Coordinator, Gosford City Council
49 Mann Street, Gosford NSW 2250: +61 2 4325 8376
. Erik Berger, CSC Operations Manager, IBM Global Services Australia
Sydney, NSW: +61-411-***-***
Contact this candidate