I am currently employed as an IT Site Engineer with an industry leader in one to one voice, print, and IT communication that provides BPO, customer contact and call centre services to major Australian and international businesses.

As a member of the Infrastructure and Service Delivery team, I am involved in the provision of second and third level support/solutions for users and installations Australia wide and internationally. For approximately 6 years I have been involved in all aspects of servicing and maintaining a complex network/telephony environment that supports in excess of five thousand desktops and over seven thousand users.

My role covers diverse activities such as account creation/maintenence in an AD/Exchange 2007 environment, user administration in Alcatel and Avaya  telephony environments. Project management and preparation of documentation and user guides. My role also includes the support of a large number of remote users utilising vpn and and Citrix technologies.

I have acheived success in areas of my role such as:

• The provision of solutions to improve processes for users interacting with client software.
• Publishing user guides and how to documents to aid users in understanding and using applications/software and processes.
• Project managing hardware lifecycle refresh in company sites and decommissioning of IT environments in sites in Australia and overseas.
• Using my customer service skills and keen focus on high quality service delivery to deliver excellent desktop/helpdesk support.