Steven Doig's Resume

 

Western Australia Australia
Home Number:08 9417 9484
Work Number:08 9387 0434

Overview

A 2nd level desktop/server support engineer with experience in a broad range of environments and technologies.

Achievements

Feedback

Laura / Graeme / Suresh,

I would like to let you know that as a customer I was totally delighted by Steve Doig's exceptional customer service.  He deserves to be rewarded!!

It was such a pleasure to deal with someone from IT who has all the knowledge and expertise to deal with any issue presented to them and with such professionalism.

Steve truly has an excellent investigative and problem solving intellect which allows him to carry out this type of work so quickly, efficiently and at such a high standard of professionalism.  Not to mention that he establishes an excellent rapport and communication with his customer which when all put together more than exceeded my expectations.

These are the type of people we need in the IT Helpdesk area and Telstra.

All too often the IT Helpdesk staff are simply not able to handle the issues presented to them and on the odd occasion we get someone like Steve who is capable of doing everything.

I would like to take this opportunity to congratulate you for having such an excellent staff member as Steve.  He is certainly a credit to you and the organisation as a whole.  May I suggest that he should receive the highest recognition & reward that he so rightly deserves.

Don't lose him!
 
Please pass on my sincere appreciation and thanks to him.

Best regards
 
Zeljko Bedic
Solution Designer
Design Implementation & Network Management,
Customer Care, Telstra B&G
 

 

Steve

".............I like the way you did that!.............."

More fantastic feedback from your customer!  You continue to demonstrate what it takes to deliver the quality of service that our customers expect.  You are a benchmark for your peers.

Well done.

Graeme Schmid
National Manager
Desktop Service Centres
Telstra Business & Government



Hi Merv (my Team Leader),

I just dealt with Steve Doig...an absolute champion...he went above and beyond the call of duty for me and really saved my bacon.

Steve you are an asset to the business…

Thank you.

Regards
Paul Baldwin
Senior Speech Specialist
Speech Recognition Business Solutions Group
Telstra Customer Sales and Service - Operations
Telstra Consumer and Marketing

Career History

Jan 2011 - Present
Company name:AlphaWest
Location:Perth, Australia
Industry:Information Technology
Company web site:http://www.alphawest.com.au
    
Job Title:Level 2 Desktop/Server Engineer
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:RESPONSIBILITIES
• IT help desk (telephone/email customer support) in an ITIL environment
• • 1st and 2nd level desktop/server/LAN/WAN support
• Laptops, Desktops, Servers, Printers, Scanners
• Active Directory
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• researching technologies and solutions
• track problems in a problem management tool (Lotus Notes)
• aim for resolution on first contact
• some customer training

May 2010 - Jul 2010
Company name:Bank West
Location:Perth, Australia
Industry:Banking & Financial Services
Company web site:http://www.bankwest.com.au
    
Job Title:Support Analyst
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:RESPONSIBILITIES
• IT Service desk (telephone/email customer support) in an ITIL environment.
• 1st and 2nd level desktop/LAN/WAN support
• Laptops, Desktops, Printers, and Scanners
• Active Directory
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• researching technologies and solutions
• track problems in a problem management tool (Lotus Notes)
• aim for resolution on first contact
• some customer training

Mar 2007 - Apr 2010
Company name:Doig Web Technology
Location:Perth, Australia
Industry:Information Technology
Company web site:http://www.steve.doig.com.au
    
Job Title:Web Designer
Job Type:Self-Employed
Position Department:IT & Telecommunications
Closest Job Role:Web Design & Usability
Detailed Description:RESPONSIBILITIES

• Graphic Design
• E-Commerce Management
• Content Management
• Catalogue Management
• Online Marketing
• Search Engine Placement
• Website Analytics
• Process Improvements
• Troubleshooting

ACHIEVEMENTS

• Top 5 positions on Google for prime keywords / 1000 page views per month
• Top 5 positions on Google for prime keywords / 23,000 page views per month
• $25,00 online sales per year

Jan 2006 - Mar 2007
Company name:Concept Networks
Location:Fremantle, Australia
Industry:Information Technology
Company size:11-50 employees
    
Job Title:Technical Support / Help Desk
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:RESPONSIBILITIES
• Internet Technical Support via phone and email.
• Root cause analysis and troubleshooting
• Customer Service & Accounts.
• Adherence to KPI in answering phone calls from external customers
• Resolve problems within known Service Level Agreements
• Maintain and update documentation relating to Help Desk
• Add known fixes and processes into an internal knowledge base
• Pro-active problem resolution

TECHNICAL ENVIRONMENT
• Linux desktop
• Supporting Microsoft Windows and Mac OSX

May 2005 - Dec 2005
Company name:Itomic
Location:Perth, Australia
Industry:Information Technology
Company size:11-50 employees
Company web site:http://www.itomic.com
    
Job Title:Website Performance Consultant
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Web Developer
Detailed Description:RESPONSIBILITIES
• Website Quality Assurance
• Website Performance Analysis
• Search Engine Optimisation
• Search Engine Marketing
• Process Improvement

ACHIEVEMENTS
• Developed newly created Website Performance procedures.
• Assisted in creation of new reporting techniques
• Assisted in winning new clients

Jul 2004 - Apr 2005
Company name:Computer Science Corporation
Location:Perth, Australia
Industry:Information Technology
Company web site:http://www.csc.com/au/
    
Job Title:Help Desk Engineer
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:Computer Science Corporation is based in Subiaco. Alcoa selected Computer Science Corporation for their outsourced IT support contract. My role with CSC was help desk engineer serving the Alcoa staff, providing telephone and email IT support services. Clients came from 3 distinct groups: those in corporate offices, those in mining environments, and thirdly, remote laptop users who used citrix and VPN to connect to the WAN.

RESPONSIBILITIES:

• IT Help desk (telephone/email customer support)
• 1st / 2nd level desktop/LAN/WAN support
• Laptops, Desktops, Printers, and Scanners
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• researching technologies and solutions
• track problems in a problem management tool (Lotus Notes)
• aim for resolution on first contact
• some customer training

TECHNICAL ENVIRONMENT:
• Windows 2000, XP desktop
• Active Directory WAN
• VPN remote access

Apr 2004 - Jun 2004
Company name:ASG
Location:Perth, Australia
Industry:Information Technology
Company web site:http://www.asggroup.com.au
    
Job Title:Service Desk Analyst
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:RESPONSIBILITIES:

• 1st and 2nd level service desk analyst.
• Writing documentation on support procedures for the service desk.
• diagnose problems and assign problem tickets to correct support group
• Adherence to KPI in answering phone calls from internal customers
• Meet problem resolution SLAs.
• diagnose network outages
• identify problem trends

Jun 2002 - Apr 2004
Company name:Telstra
Location:Perth, Australia
Industry:Information Technology
Company web site:http://www.telstra.com
    
Job Title:Desktop Support / LAN Administration
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:While at Telstra I provided 1st and 2nd level Desktop support for Telstra internal customers. Our operating motto was Response, Resolution, Respect. I was rotated between Desktop support and LAN Administration.

RESPONSIBILITIES:

• LAN Administration
• Installs, Moves, Adds, Changes (IMACs)
• User Accounts in Active Directory and Novell Netware 4
• Application Deployment, User Access Groups in AD and Novell Netware 4
• 1st / 2nd level Desktop Support
• Laptops, Desktops, Printers, Scanners, Blackberries
• Adherence to KPI in answering phone calls from internal customers
• Meet problem resolution SLAs.
• Root cause analysis and troubleshooting
• researching technologies and solutions
• diagnose network outages
• identify problem trends
• track problems in a problem management tool
• aim for resolution on first contact
• customer training

TECHNICAL ENVIRONMENT:
• Windows 2000, XP desktop
• Active Directory / Novell Netware 4 WAN

Jun 2001 - Apr 2002
Company name:Advantra
Location:Perth, Australia
Industry:Information Technology
    
Job Title:Desktop Support
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:While at Advantra, I provided 1st and 2nd level Desktop support for Telstra employees. Our operating motto was Response, Resolution, Respect.

RESPONSIBILITIES:

• 1st and 2nd level Desktop Support
• Laptops, Desktops, Printers, Scanners, PDAs
• Adherence to KPI in answering phone calls from internal customers
• Meet problem resolution SLAs.
• Root cause analysis and troubleshooting
• Diagnose network outages
• Identify problem trends
• Customer training

Jan 2000 - Apr 2000
Company name:Retail Systems
Location:Perth, Australia
Industry:Information Technology
Company web site:http://www.retailwa.com
    
Job Title:PC Technician
Job Type:Full-Time
Position Department:IT & Telecommunications
Closest Job Role:Helpdesk & Desktop Support
Detailed Description:While at Retail Systems, I provided PC and software support for retail point of sale environments. I also installed and configured new installations of retail point of sale hardware and software.

RESPONSIBILITIES:

• PC and software support
• Retail Point of Sale equipment installation and configuration
• Client training in POS equipment and software

Education & Training

Jan 1993 - Oct 1999
Institution:University of Western Australia
Institution Type:University
Location:Perth, Australia
Course Name:Bachelor of Computer & Mathematical Science

Skills

Business Skills

  • Administration ( - experience)
  • Advertising ( - experience)
  • Content Management ( - experience)
  • Customer Care ( - experience)
  • Customer Support ( - experience)
  • Design ( - experience)
  • Development ( - experience)
  • Documentation ( - experience)
  • E-Commerce ( - experience)
  • Implementation ( - experience)
  • Investment ( - experience)
  • ITIL ( - experience)
  • Management ( - experience)
  • Marketing ( - experience)
  • Mergers ( - experience)
  • Operations ( - experience)
  • Performance Analysis ( - experience)
  • Point Of Sale ( - experience)
  • Problem Management ( - experience)
  • Processes ( - experience)
  • Quality Assurance ( - experience)
  • Reporting ( - experience)
  • Reward ( - experience)
  • Sales ( - experience)
  • Service Level Agreements ( - experience)
  • Training ( - experience)

Product Skills

  • Active Directory ( - experience)
  • AIM ( - experience)
  • Analysis ( - experience)
  • Analytics ( - experience)
  • BASE ( - experience)
  • BASIC ( - experience)
  • Citrix ( - experience)
  • Client ( - experience)
  • COM+ ( - experience)
  • Configuration ( - experience)
  • Connect ( - experience)
  • Customer Care ( - experience)
  • E-Commerce ( - experience)
  • Engineering ( - experience)
  • FIX ( - experience)
  • Freelance ( - experience)
  • HelpDESK ( - experience)
  • HIS ( - experience)
  • Internet ( - experience)
  • LAN ( - experience)
  • LAN/WAN ( - experience)
  • Linux ( - experience)
  • Lotus Notes ( - experience)
  • Mac OSX ( - experience)
  • Manager ( - experience)
  • Marketing ( - experience)
  • Microsoft Office 2000 ( - experience)
  • Network Management ( - experience)
  • Notes ( - experience)
  • Novell NetWare ( - experience)
  • Online Marketing ( - experience)
  • Operations ( - experience)
  • PDAS ( - experience)
  • Procedures ( - experience)
  • Process ( - experience)
  • Quality ( - experience)
  • Remote ( - experience)
  • Reporting ( - experience)
  • Retail ( - experience)
  • Sales ( - experience)
  • Scripting ( - experience)
  • Service ( - experience)
  • Standard ( - experience)
  • Support ( - experience)
  • Technical ( - experience)
  • Views ( - experience)
  • Vista ( - experience)
  • VPN ( - experience)
  • WAN ( - experience)
  • Windows 2000 ( - experience)
  • Windows Server 2003 ( - experience)

Industry Company Experience

  • Advertising ( - experience)
  • Design ( - experience)
  • Engineering ( - experience)
  • Equipment ( - experience)
  • Government ( - experience)
  • Groups ( - experience)
  • Management ( - experience)
  • Mining ( - experience)
  • Mobile ( - experience)
  • National ( - experience)
  • Operations ( - experience)
  • Retail ( - experience)
  • Support ( - experience)

Visa Information

Australia

Visa Type:Citizen

Interests

Photography.

Personal Information

Job Seeking Status:Open to Opportunities
I am on a notice period (days):  0
I am available from:11th April 2011
Would you relocate for a job?Open to Offers
Date of Birth:1st December 1975
Gender:Male
Marital Status:Single
Do I have a drivers license?Yes

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