Work experience

• Executive IT Support Specialist

  Telstra

  2021.07-Current

  (4 years)
• Desktop Support Engineer - Telstra International

  IBM

  2019.11-2021.06

  (2 years)

  - onsite and remote support of client Telstra International, in coordination with global peers- image laptops with PXE server, Microsoft Deployment Toolkit- troubleshoot Windows 10, MS Office, VPN, wireless, mobile devices- support hardware peripherals onsite- troubleshoot/test video conferencing equipment- update/create knowledge base articles for internal IT staff and end users.- assisted overseas team of IBM partners testing BMC Digital Workplace
• Desktop Support Specialist - Thomson Reuters/Refinitiv

  IBM

  2015.02-2019.11

  (5 years)

  - respond to service calls in support of client Thomson Reuters/Refinitiv.- adhered to Service Level Agreements, using HP Service Manager and ServiceNow ticketing systems.- troubleshoot Windows 7 & 10, MS Office- image and deploy laptops/desktops for end users.- performed hardware inventory tasks for client in ServiceNow Asset Management.- travel to support company projects, as needed.
• Desktop Support / Systems Administrator

  Thomson Reuters (formerly Thomson Financial)

  2004.03-2015.01

  (11 years)

  - Resolved IT issues in deskside support role in office of 300+ users, adhering to internal service level targets for response and time to resolution.- Named team leader for West region, coordinating with other techs to resolve incidents within SLA- Local Site Administrator for San Francisco office in support of upgrade of all users to Windows 7 and newly created domain, to integrate various groups from acquisitions into one standard platform- Local administrator for project to upgrade users to Exchange 2010 email environment.- Purchased and maintained hardware inventory, tracked in SAP- Administered print server queues, supported Xerox and HP printer hardware. - Provided remote support using Dameware for employees across US.- PC imaging using Ghost and MS xImage- Server administration of Windows 2003, 2008 software, file share permissions, server hardware.- Performed data backups with Symantec BackupExec and ArcServe; rotated tapes offsite- Active Directory administration of user and computer accounts- Provided executive support for company VIPs and offsite conferences.- Support of Blackberry mobile devices.- Programmed telephony requests on Nortel PBX and Call Pilot voicemail systems- Troubleshooting of malware, spyware and virus issues.- OS support of Windows 7 and XP- Hardware support of Dell laptops and desktops.- Thomson Outstanding Performer award recipient
• Desktop Support Specialist

  CCBN

  2003.04-2004.03

  (a year)

  Troubleshooting hardware/software issues, PC imaging in Windows 2000/XP environment.