Organisation: SACE Board of South Australia
Job Title: Technical Services Officer
Word Limit: 1500 Max
Holding an Associate Diploma of Information Systems in Microcomputer Support facilitated by the TAFE of South Australia, I possess the required qualifications to support the South Australian Certification of Education Board pursuit of key strategic priorities that provide a foundation for monitoring and evaluating achievements of its core business. With a demonstrated commitment to continued professional development, I have completed certifications such as, ITIL Foundation V3 via Dowling Consulting in 2009. In support of my qualifications, I possess 15 years of invaluable experience working in information technology positions and confident that I will deliver on the high levels of support required of the role of Technical Services Officer.
In my position as Infrastructure Branch Engineer at StarTrack, I was responsible for staff compliance with service level agreements that were aligned with their role and responsibilities. On one particular occasion, I received a call directly from a senior manager who advised that their work had been deleted and was facing a deadline they would not be able to subsequently meet. Approaching this in a calm manner, I assured the staff member that with system backups there was a significantly high chance of the work being recovered. Dedicated in my commitment to company and work processes, I was confident that I could deliver this solution to the employee knowing that I had checked backup logs that morning. Immediately defusing the atmosphere of the call, I instigated the appropriate procedure to fulfil restoration in accordance with company policy. Upon completing the system restoration and cross-checking outcomes, I was able to contact the senior manager and advise that their work was fully recovered, all within a 20-minute turnaround.
Performing as a high achiever in all working settings, I delivered on, and often exceeded, on key performance indicators with my direct manager, who was based interstate. Proving my ability to successful meet the needs of the business, I operated in this remote environment over a four-year period. Measured by the success of the branch, I was provided many accolades from peers and managers, best exampled through an 11-year career with StarTrack that afforded me the opportunities to deliver on standardisations across branches in line with the performance standards I had set that were focused on the delivery of business outcomes. Through my experience in Standard Operating Environment and System Centre Configuration Manager, I have implemented a standardised operating systems and exceeded expectations when assisting administrators in managing large groups of Windows-based computer systems, in both my career positions at StarTrack and Toll Holdings.
Verified in my position at StarTrack, I was tasked with a variety of stakeholder demands in addition to my traditional position responsivities. It was during this position that I was involved with intense negotiations with the Director of South Australia and Northern Territory. Approaching this Director in response to the business needs of desktop replacement within the company, I accepted the refusal of my business proposition as a learning opportunity. As this Director was focused entirely on the bottom line, I was confident in my adjusted approach of developing a sound business plan, although this was a new area for growth of my skill set. The outcome of my commitment to business productivity and success, was that the Director upon receiving the persuasive business plan, approved the purchase and rollout of desktops within the business. Because of my ability to build a concrete business plan and interact with professional negotiation communication, I was recognised as director by the executive for my professional approach and business acumen.
Exhibiting an ability to use exceptional judgement in my position at StarTrack, I was responsible for the management of day-to-day operations and various projects, often running concurrently. Responsible as Infrastructure Branch Engineer, I was accountable for the supply and maintenance of all hardware, software, servers, and workstations, as well as the remote management of applications. On a particular occasion, I received a call from an external client whose service had just gone down. Due to the status level and crucial work that this client performed, I assessed the urgency of this incident. Drawing on my strong judgement skills, I used my initiative to go outside of standard process by immediately collecting the backup tapes of their servers and proceeded to travel to their site. The reason for my diversion in standard business processes of logging all calls and input of all notes before action of resolution, was due to my deep understanding of all clients and the level of demands they require. Upon entering the site of the client, I followed all compliance processes, including calling the relevant Incident Manager to advise of the isolated issue. Validity of my decision-making and response to this incident was proven, when I received positive feedback from all stakeholders after providing a two-hour resolution time to have an entire branch fully functional.
As demonstrated within my position as information technology (IT) Systems Support at StarTrack, I was influential in the management and support of server environments, primarily Windows and Linux, during this seven-year tenure. Throughout my professional career, I have handled technical, maintenance, and computer support issues for corporate and branch locations. With a demonstrated ability to offer clear, concise and confident support, I have provided first and second level desktop support in both enterprise and helpdesk environments, particularly in my most recent position as Infrastructure Branch Engineer for StarTrack.
My responsibilities in this position required me to act as a point of contact for customer support calls and resolve issues quickly and effectively. Whilst undertaking this role, I demonstrated my expertise in the provision of support, and ensured I followed strict incident management guidelines, so as to maintain an appropriate solution workflow. In order to provide effective solutions, I was required to investigate often-complex issues and provide solutions and services in collaboration with the Incident Managers. Furthermore, my role entailed installing, configuring and maintaining network infrastructure for an array of customers.
A consistent, structured approach to the way that information and communications technology (ICT) projects are initiated, planned, implemented and finalised, I strive to improve the business’s ability to adapt to changing circumstances in a timely manner, whilst ensuring that fiscal responsibility is maintained and quality outcomes are achieved. Within my tenure at StarTrack, I was project lead on the objective of reducing the total cost of management on all server and desktop assets. Through a commitment to achieving results, I was instrumental in the reduction of these overheads over a period of two years during business integration between Australian Air Express and StarTrack Express.
Experience in assisting end users with ICT issues and support calls, is best identified during my 11-year tenure at StarTrack. It was within this positon that I acted as a key liaison for depot and operations management and staff, assisting with problem identification and resolution for support teams in varying forms of complexity. Achieving results through the provision of desktop infrastructure support and resolving incidents and requests, I displayed my commitment to adhering to all service level agreements that were in place. In addition to these examples, I was in my position with Toll Holdings as IT Support Officer Level 2 where I was required to provide phone, onsite and remote desktop and application support to over 7,500 desktops throughout Toll’s internal sites on a national basis.
Confirmed as IT Support Officer with Toll Holdings, I have sound experience in standard operated environment (SOE) management and software deployment and packaging. Working in collaboration with peers, I was influential in the ground-up Operating System Software builds for Windows 2000 Server, Windows XP and Windows 2000 Professional Inc., including SP4 SOE for desktops. Furthermore, in my position with StarTrack, I was responsible for hardware and software implementations, proactive monitoring, patching and upgrades, optimising, measuring capacity and performance, performing backups and preventative maintenance of the ICT infrastructure. It is due to my achievements of high standards within my career positions that I received confirmation of my contribution to these measures. I was rewarded by retaining an 11-year employment with StarTrack, adding value and supporting growth by successfully managing over 250 accounts as an Application Support Engineer and Trainer for over seven years in the field.
Enhanced by my professional development history, I have instilled the knowledge and placed into practice at StarTrack, the commitment to keeping accurate and complete records of business activities in accordance with the State Records Act 1997. Certified in ITIL Foundation, I approach all business related transactions with sound knowledge and understanding of the policies and procedures relating to Information Technology and ICT security. As proven in a supervisory career, I have been dedicated in the promotion of a work environment where everyone is treated with fairness, respect, equality and dignity and where the workplace is free from direct or indirect discrimination, harassment, victimisation and bullying. Recognising the need for an open and inclusive workplace culture where everyone is valued and the social and cultural backgrounds of all employees are respected, I harness these differences to create a safe working environment.
