MattCollins_CVNew

Matthew Collins2 Johnson place, Farrer, ACT, 2607, Australia

Mobile: 0412 337 338 | Email: [email protected]

Professional Profile

Curriculum Vitae

I have strong interpersonal skills and pride myself on excellent customer service with over 9 years experience in Information Technology. I am resourceful and highly adaptable to a constantly changing environment. I have the knowledge and expertise to resolve the issues to meet the needs of your clients.

In my spare time I am a keen portrait and event photographer and regularly shoot gigs, I feel this has greatly improved my people skills and helped broaden my network connections.

I am happy enthusiastic and energetic, I hope to help make an positive impact soon.

I possess a wide range of skills that could be used within your company.

Excellent customer support focus Wonderful phone manner Great attention to detail Good time management and prioritizing Intelligence to adapt and evolve with new roles Ability to learn new skills quickly MS Office suite Microsoft Windows 8, 7, XP, 2000, NT, W3.1 Microsoft Active Directory Administration Exchange Account Administration Microsoft Office Suite 2013, 2010,2007,2003 Microsoft Internet Explorer 11x, 10x, 9x, 8x, 7x, 6x Remedy Call Logging System Dame Ware and VNC Remote Tools Blackberry Devices / BES Administration HP / Dell Hardware Ghost Imaging PDAs, I pad, Android Patch Panel Management VPN, Wireless SCCM Lotus Notes

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Relevant Work

July2014-August 2015Australian National University (ITS)Responsibilities

Responded to requests for technical assistance in person, via phone, and remotely for the following technologies: Windows and Mac OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office

Assisted the Help Desk Manager in supervision, training, and mentorship of student employees at the Help Desk, with a specific focus on leading the team of Level 1 em-ployees.

Continually updated personal knowledge of computing hardware, operating systems, and software

Maintained confidentiality and discretion when working with pass worded or sensit-ive materials

Accepting, prioritising and categorisation of first point of contact from clients VIP support Email configuration using Microsoft exchange Windows 8 support – reimaging and installations Logging all calls created from calls, emails, or via the service desk logging system Using both Mac and Windows platforms. Creation of functional accounts Liaising with infrastructure to solve issues Account Creation (new staff – extra access) Installation of hardware and software in-line with ANU Policy Orders of hardware and software through purchasing Overflow for lecture support Lecture call out’s – DLD – Projector – PC and sound issues Escalation to appropriate areas of support Staff roster – leave – approved and personal Managing the service desk inbox and staff movements – point of contact for

escalations Co-ordinator role over 6 weeks. Staff Rosters, Escalations, Management Imaging machines for student info times and exam periods Creation of accounts, password resets and administration using Active Directory Writing and submitting documentation for procedures Patching data and telephone ports Being flexible and moving around positions depending on staff movements for the

day

May 2014 – July 2014

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Australian National University (MHS IT)Responsibilities:

Responded to requests for technical assistance via phone, in person and remotely for the following technologies: Windows and Mac OS based end points (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office

Answering all calls coming into the service desk, prioritising and delegation of tasks Creation of accounts, password resets and administration using Active Directory Supporting full range of Microsoft Office applications Email setup using Microsoft exchange Maintained confidentiality and discretion when working with pass worded or sensit-

ive materials Logging all calls created from calls, emails, or via the service desk logging system Using both Mac and Windows platforms Resetting passwords Installing programs and updates via VNC and remote access. Installing ram and hardware Creation of accounts Ordering of software licences Ordering of Hardware Following up on all jobs sent through via call monitor Maintaining job updates and keeping within set SLA's Troubleshooting and repairing of computers out of warranty Troubleshooting and logging technicians to repair on site

January 2011 – July 2013News LimitedResponsibilities:

Responding to all calls logged to you via infra or HP Systems Manager 7. ( SM7) Daily tasks sent through each morning from manager including high priority calls Initially part of the Telstra roll out from Optus. - Working out porting issues and

liaising with upper management and executives. Building and customising new hardware to roll out to staff. Patching phones and Foxtel using crone and other telephony devices to do this. Patching in new data ports. Writing knowledge base articles of known solves for the help desk Liaise with help desk when jobs are escalated to you. Management of the escalation queue during busy periods Rotation of different News Ltd sites around Sydney. Management of sites when you are the only one on roster that day/week. Working in both XP, win 7 and mac environments Administering both PC and MAC as well as upgrading of operating systems,

hardware rollouts Answering email requests Deploying software and updates via SCCM Troubleshooting, faulting and organising repairs for mobile devices. I pads IPhone’s

Tablet pcs and so on.

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Moves within the department and to other offices around Sydney, including printers, computers and all telephones and accessories.

Supporting VIP users and their pa's to infuse the smooth running of connected technologies.

Repairs and faulting of most technology. Including computers, laptops, scanners, software ranging from specialised in house products and things like Office and Adobe products.

Collection off all out of date equipment and organising the pick up to hardware recycling companies.

Advanced Active Directory use – creating mail groups – distribution lists – printers – computers and users

Log into Phones and take calls, handle client enquiries when the service desk is busy Answer all calls logged to you via infa view.

November 2010 – January 2011Nine Entertainment Ltd.Responsibilities:

Joining as part of the Helpdesk Answering all coming calls, logging, sending through to relevant tiers and adhering to

SLA's and workplace agreements. Supporting staff in the nine studios at Willoughby as well as in various offices around

the state. Answering all phone and email incoming requests. Escalation of jobs that we could not solve to level 2, adhering to procedures. Advanced Active Directory use – creating mail groups – distribution lists – printers –

computers and users

April 2010- July 2010 Mirvac Property GroupResponsibilities:

Joining as part of the help desk Triage of incoming calls and assignment to correct teams Creating accounts, providing access. Supporting in house software for hotels and shopping centres Installing applications via remote access, adding group access and setting up accounts Creation of accounts, password resets and administration using active directory

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July 2009 – January 2010ACN PacificSupporting a call centre and executives 200+ users as the only desktop support officer.Responsibilities:

Supporting all issues relating to software or hardware from call centre and exec staff. Patching of phone and network lines Supporting all in house specific call statistic software Weekly backups, using ACN backup procedures and tapes. Using Google mail to administer email and set up accounts and access. Implementing business wide software using group policy. Fixing, building and rolling out of old and new hardware. Troubleshooting both Windows and Linux issues Supporting windows 7 as well as XP on call centre machines Writing knowledge base articles of known solves for the help desk and for the next

desktop guys. Administration of Google mail servers

January 2009 – July 2009News LimitedSupporting 80,000 users.Responsibilities:

Joining as a member of the desktop support team Imaging new hardware to news ltd base operating enviroment standards Patching phone and data lines for access Troubleshooting and solving jobs sent to you via infra. Patching new network ports Supporting VIP clients and their pa's Installing applications via remote access, adding group access and setting up accounts Working in both XP, win 7 and mac environments Administering both PC and MAC as well as upgrading of operating systems,

hardware rollouts Answering email requests Deploying software and updates via SCCM Troubleshooting, faulting and organising repairs for mobile devices. I pad’s IPhone’s

Tablet pc's and so on. Moves within the department and to other offices around Sydney, including printers,

computers and all telephones and accessories.

July 2008 – December 2009Shared Information Solutions (Department of Communities Qld Government)Supporting 15,000 usersResponsibilities:

Process all request’s submitted via the Lotus Notes Access request system Log into Phones and take calls, handle client enquiries when the service desk is busy Provide access to mail groups, directory access via security groups Working in systems admin – creation off all user accounts – back end processing

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Tier 2 Escalation point for urgent requests and client escalated issues Liaise with tier 3 admin to troubleshoot and finalise work in our queue. Use logging system Remedy – BMC service desk Lotus notes configuration for database access for clients Using Citrix on a day to day basis to log into servers for clean-up and day to day tasks Installing apps and solving client issues via remote access Advanced Active Directory use – creating mail groups – distribution lists – printers –

computers and users Help with the file server migrations after hours Write up knowledge base articles, that level 1 and 2 staff uses resolve known issues.

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Documents

MattCollins_CVNew