Organisation: Fire and Rescue NSW
Job Title: Infrastructure Support Specialist
Location: Head Office
Criteria 1 – Demonstrated experience and knowledge of IT directories, and federated identity
management with a strong understanding of server hardware
As you will see from my resume, I have over twenty five years IT experience, including extensive
periods working for Avis Australia and IBM. In these roles I have developed and demonstrated
significant experience and knowledge of IT directories, federated identity management and server
Working as a Server Support Specialist and Account SME with IBM for almost six years, I
performed Server Builds in all environments. This included Windows 2000, 2003, and VMware
servers, plus the installation of all applications on Windows, and service activation of Antivirus,
Windows updates, backups and monitoring. I completely installed and maintained Windows 2003
servers for Australian Customs, including patching of servers. I installed an Active Directory
environment, installed Exchange, and created user accounts with group policies. I carried out
federated identity management to ensure that Customs had a common set of policies, practices
and protocols in place to manage IT users and devices across the organisation. Australian Customs
were my key client, and I worked with them and other members of the IBM team in a Subject
Matter Expert role, mainlining their entire Windows server environment on over 200 servers. I
also provided federated identity management advice and support across Active Directory, MS
Exchange, and MS SCCM (System Centre Configuration Manager).
I have significant hardware knowledge, particularly IBM, HP and Dell servers, desktops and
laptops, with extensive experience troubleshooting server hardware issues and performing
rebuilds if necessary. In IBM I investigated issues, such as servers blue screening, involving liaison
with hardware vendor groups and with Microsoft, and fixing the identified problems. This included
starting from scratch to reinstall and reconfigure Windows, or restoring from backup, depending
on the Windows operating system deployed.
Criteria 2 – Demonstrated experience and knowledge in the design and management of
Microsoft and Linux server operating systems
I have extensive experience and knowledge in the design and management of Microsoft and Linux
server operating systems. As a Server Support Specialist with IBM, I was responsible for the design
and build of servers in all environments, particularly Windows 2000, 2003, and VMware servers. I
carried out the design and management of server operating systems, including installation of all
applications on Microsoft Windows, service activation of antivirus, Windows updates, back-ups
and monitoring, and managed and supported Linux server operating systems.
Supporting Australian Customs as a Subject Matter Expert, I managed technical service delivery for
over 200 servers, providing expert advice and guidance on server systems in the complex Customs
environment, facilitating border protection, passenger, cargo and corporate business needs and
linkages. This included requirements gathering and discussions on technology updates to support
business needs, and to replace outdated technology. For example, I undertook a redesign of the
server environment for the Customs Cargo division, deploying the latest Windows 2008 servers
following requirements gathering and analysis, and taking into account memory, space and
Recently, I instigated and project managed the build of a new Windows 2008 server to deploy
Norton antivirus corporate semantic endpoint to over 250 client servers. My involvement included
design, client approval of the project proposal and budget, project management of the build and
deployment, and ongoing management.
Criteria 3 – Relevant tertiary or industry certificates such as Certified Novell Engineer (CNE),
Microsoft Certified Systems Engineer (MCSE) or equivalent demonstrated experience
As a highly skilled and practiced IT professional with extensive infrastructure experience, I have a
combination of relevant industry certification, plus significant demonstrated experience relevant
to the role of Infrastructure Server Specialist. I am a Microsoft Certified Systems Administrator
(2003), Microsoft Certified Professional and Cisco Certified Network Associate. I have also
undertaken ongoing professional development, including VMWare Advanced Workshop, ITIL
Foundation, Novell Netware 5.0 and Novell Zenworks.
With over twenty five years IT industry experience, I have developed and maintained extensive
skills, knowledge and experience across systems architecture and integration, network design and
implementation, and widespread technical skills. My technical competencies include supporting
Microsoft and Linux server operating systems, wireless solutions, IBM Mainframe technology,
Active Directory, Exchange 2003 /2010, VMware, NT, Novell, and Citrix, SAN Technology, Remote
Office, SNA Gateway, Netview and GSMART.
My significant achievements include successfully supporting the transition of Customs as a new
IBM client, including housing servers and ensuring that Customs server and directory
infrastructure provided a secure and efficient platform for the provision of IT services. In my
earlier role with Avis, I designed and project managed the national roll out of wireless handheld
devices (Symbol) to interface in real time with the Avis reservation system. I also used my
extensive technical and project management skills to lead and manage the successful transition
from a mainframe to a Windows environment.
Criteria 4 – Proven experience designing and managing network communications operating
system environments, application delivery and client systems related to fault resolution in the
server hosting environment
As noted in Criteria three, one of my major achievements was the design and project management
of the roll out of handheld devices nationally for Avis Group. As this involved a transition from
earlier mainframe technology to new wireless technology, this was a major project, which involved
extensive liaison with Avis’s US headquarters, as the servers were hosted in the US with links to
the Australian servers. The project involved moving to a Windows server hosting environment,
and installing access points at airports for wireless. This project also involved liaising with the
hardware vendors, Symbol Technology, Avis staff across Australia, particularly airport based
reservations staff, and the US headquarters team.
I carried out extensive troubleshooting and fault resolution on both hardware and software,
especially in the early stages of deployment and application delivery. The outcome of the project
was a well-designed and managed network communications operating system environment. As a
Server Support Specialist with IBM, I performed Windows server support for major clients,
including Westpac, MLC and large government departments, using my ability to research, analyse
and resolve technical problems in the sever hosting environment.
Criteria 5 – Experience in designing and implementing business continuity strategies and disaster
recovery procedures for server networks
Working with IBM for almost six years, and in my earlier role responsible for the Avis Australian
Network, I have gained widespread experience in designing and implementing business continuity
strategies and disaster recovery procedures for server networks. In IBM, I followed disaster
recovery procedures, involving yearly tests and mock system failures across the various Customs
environments. For example, one year I would work on a corporate scenario, and the following year
a cargo scenario, building in technical changes and designing new strategies and fail safes to take
into account learnings and current best practice.
One key element in disaster recovery testing and planning with Customs was ensuring that the
knock on impacts from a failure in one environment were taken into account and mitigated; for
example, the potential impact of a cargo system failure on other divisions. This was also a key
consideration in business continuity and disaster recovery planning in Avis. In this role I carried out
disaster recovery testing primarily in the Windows environment, focusing on the Corporate Office
as major Australian systems, including email and Active Directory, were all linked to the Australian
headquarters, requiring planning for disaster recovery in the event of an Australian failure. The
Wizard software used for rentals was deployed from the US, meaning that back-up systems were
also provided from the US Headquarters, so I worked as part of team with my US colleagues to
plan and implement business continuity strategies.
Criteria 6 – Excellent written and oral communication skills including good interpersonal skills
and experience in technical writing
I have excellent oral and written communication and interpersonal skills, and am able to build and
maintain relationships with a diverse range of stakeholders. My written skills include technical
writing, project plans and proposals, and policy and procedure information. Part of my role as the
Subject Matter Expert for the Australian Customs account was liaison with the client and other
members of the IBM team to discuss, investigate and resolve complex technical and network
issues. This used my skills in clearly and concisely articulating complex detail, and my ability to
convey technical information, making clear recommendations for client consideration and
For example, as outlined in criteria two, I instigated and project managed the build of a new
Windows 2008 server to deploy Norton antivirus semantic endpoint to over 250 client servers. I
attended meetings with Customs to discuss the need for the servers, explain the issues and
benefits involved, and get client approval for the costs. As the project included significant client
expenditure, new hardware to be sanctioned and address licensing issues, there was significant
oral and written communications involved. I delivered oral presentations, and written detail
incorporating server statistics, screenshots illustrating the issues, and technical information from
Semantics on what products were currently unsupported, illustrating the need for the upgrade
and the new server.
I used my written and oral skills to gain understanding of the need for the project and approval for
the funding, then further applied my communication skills in managing the project, including
preparing project documentation. In addition to the ability to write clear proposals, plans and
other project materials, I also use my written skills to maintain documentation on various
corporate knowledge bases. For example, in IBM I undertook annual updates to the technical
specifications for technical software which I supported; for instance, updating the specifications
for all Windows Operating Systems I supported with the system setup settings.
Criteria 7 – Excellent research, analytical and technical problem solving skills
I have used my excellent research, analysis and technical problem solving skills throughout my
career to date, both to identify, analyse and resolve larger issues, such as the need for a new
server as outlined above, and for day to day issues. For example, when a server ‘blue screens’ I
research the error codes, analyse and check for the technical solution, considering hardware,
software, operating systems, and consulting vendors and other technical colleagues as necessary.
Recently in my IBM role, Customs reported that each morning the airport systems were slow. I
performed daily troubleshooting activities, logging, and calls and monitoring between 8.30 and
10.30 am to ascertain which systems were affected and what the server activity looked like. I
identified that SAN was failing, and therefore asked the SAN team to carry out monitoring. They
saw performance slowing, and traced the issue to particular Windows servers. I found that the
servers were running Semantic anti-virus definition updates each morning, causing the system to
run slow, and I therefore changed the timings of the updates, resolving the issue.
Criteria 8 – High level project management and policy development skills
In my recent short term consultancy role with Tecala, I used my high level project management
skills to successfully deliver the Active Directory Migration project, integrating Locker Group
Australia with their US based parent company, Valmont Group. As outlined in earlier selection
criteria, I have also delivered numerous significant projects while working with Avis and IBM. For
example, with Avis I ran the project to update all mainframe terminals at airports and move to
Vice terminals, and at IBM I instigated and managed a number of server deployment projects. A
major achievement at IBM was my extensive project role in the transition of Customs as a new
IBM client, including housing servers and ensuring that Customs server and directory
infrastructure provided a secure and efficient platform for the provision of IT services.
As part of the Avis transition from mainframe to Windows, I developed policy and procedures for
deployment to all locations, detailing password protection standards and other security measures.
Similarly at IBM, I provided policy and procedure advice to clients on identity management, user
names, and accountability for security measures.
Overall, I have demonstrated extensive project management experience, using my technical
knowledge and experience to deliver server and directory infrastructure in large corporate and
government environments, highly relevant to the role of Infrastructure Server Specialist.