NW Computing is a prominent provider of cloud solutions and managed services based in Melbourne, with operations throughout Australia. We specialize in simplifying cloud adoption and offering tailored solutions for businesses of all scales. Through strong partnerships with Microsoft and Cisco Meraki, NW Computing excels in delivering high-quality services and demonstrating expertise in Azure and Cisco Meraki for SD-WAN deployments and management.
As a member of the systems infrastructure team at NW Computing, I am part of a small but highly collaborative group. Our responsibilities include monitoring and maintaining our customers, handling ad hoc project work, and addressing high-priority escalations. Additionally, we are tasked with managing and resolving complex incidents and service requests on clients' IT infrastructure, while also providing training, guidance, and documentation to our team members and clients.
- Acting as the primary point of contact for the Network Operations Team and high-priority Service Desk incidents.
- Making sure networks and server infrastructure are efficiently managed, monitored, and addressed as needed.
- Maintaining ongoing security compliance by managing patch updates and maintenance.
- Managing deadlines and commitments made with clients, team members, and managers, and setting an example by completing tasks reliably without compromising the quality of service.
- Providing guidance and instruction to team members, and pursuing personal development in Information Technology.
- Reviewing and updating documentation for clients and NW Computing, while providing training to other infrastructure team members.
- Maintaining clear, professional, and effective communication with clients, team members, and other stakeholders to manage expectations and provide updates on the progress and resolution of work.
- Ensuring that asset management of client assets in internal systems is aligned.
Excell Serv Solutions is a family-owned business in Western Australia, specializing in fuel and retail services. It manages a multitude of service station franchises across Western Australia and Victoria and is committed to driving change in the petrol and convenience industry. After acquiring some businesses, Excell Solutions faced challenges due to the variety of systems in use. As an IT Systems Analyst, my responsibility was to evaluate and standardize these independent systems and equipment. Additionally, I handled the day-to-day IT issues within the organization.
- Requirements gathering of many POS systems and Integrations to Forecourt equipment.
- Documenting processes and creating training material for end-users.
- Migrated email and productivity applications to SAAS (Office 365)
- Upgrades and repairs to POS equipment, forecourt management Equipment and security cameras.
- Advocated and skilled up towards Cloud Adoption -Microsoft Azure.
IDS (Inhep Digital Security) is a company that manufactures and distributes electronic security systems such as home alarm systems, digital surveillance, camera systems, and access control.
During my time with IDS, I worked as an IT and Network Administrator, and every day offered a unique set of challenges. The leadership at IDS recognized the importance of technology and the impact it can have on gaining a competitive edge. As a result, there were always exciting new projects to work on in a fast-paced but challenging environment. Some of the projects I worked on included migrating servers to virtual on-premises data centres, networking projects, and major ERP upgrades and integrations (specifically, SAP Business One).
- Managing all IT, Network, and Telecommunication systems across multiple sites with approximately 350 users.
- Working with products such as Microsoft Server 2008-2016, Active Directory, RDP Services, File Servers, Application Servers, Print Servers, SQL Server, MYSQL, VMware, Veeam backup, and Backup Exec.
- Working with SAP Business One as the company-wide ERP system, which included Ad hoc Integrations with applications developed externally, as well as applications developed in-house.
- Managing the internal network infrastructure, which included LAN, WAN, WIFI, Network equipment and Wireless devices, VLAN, Routing, and MPLS. I also worked with our network service providers and vendors for external connectivity and firewall management.
Virtual Logistics is a specialised Provider of supply chain services intended to offer national and cross-border transportation services. The company's supply chain services offer warehousing, e-commerce, bulk loads, retail deliveries and fleet management services, enabling pharmaceutical, medical, surgical and other time-sensitive industries.
During my tenure at Virtual logistics as an IT Manager, I was fortunate to have joined the company at a time when they were experiencing exponential growth. I was involved in projects that helped set a new course for my career. I was also part of major infrastructure projects such as setting up new branches, working with a development firm to introduce and roll out a new freight management system and implementing an EDI system for our customers.
- Managing and maintaining 300+ users across multiple branches to resolve day-to-day IT-related issues.
- Supported the server and network infrastructure for the organisation
- Maintaining a clean active directory and group policies for the organisation.
- Responsible for Terminal services, Exchange and Active Directory, Telephone systems, Backups scheduled maintenance, DRP Testing, camera and alarm systems, access control, generators and UPS’
- Worked with suppliers to maintain the organisation's hardware and software policies, i.e., ordering new equipment and licences.
- Working with third parties and vendors to maintain warranty repairs and software assurance as well as maintaining the IT asset register.
- Working with customers to maintain the external EDI in-house system.
Altron, formally known as Bytes Technology Group provides information technology services. The Company offers IT consulting, software, outsourcing, systems integration, and other IT services. Bytes Technology Group supports customers throughout South Africa.
I was part of managed services department at Bytes and my role was a Customer Support Engineer. My department was responsible for providing IT services to retail and banking clients and also held partnerships and contracts with Dell South Africa and HP. I was part of a collaborative team but was also responsible for managing my base of clients. The role allowed me to cultivate and maintain partnerships with my team, clients and vendors. I was also a champion for Engen service stations Group where I provided level 3 support to our clients.
- Provide general and ad hoc IT services to clients, specialising in the POS and the fuel service stations domain.
- Planned maintenance, new site installations or de-installation of leased equipment.
- Performed Dell onsite warranty repairs and replacements.
- Attended site joint responses where a client had multiple vendor support.
CEB Maintenance Africa is an I.T Managed Services company that specialises in the retail point-of-sale space. they support many retail chains within South Africa and across the African continent.
My Role at CEB was within the projects team which would involve staging and rollouts of many parallel projects. This would include equipment end-of-life rollouts, mass software and OS upgrades, asset management, and scheduled preventative maintenance. I later moved on to the service department where I was a Field Services Engineer which involved engaging with customers and dealing with queries, troubleshooting and repairs of point of sale and back-office equipment. Through this role, I was able to establish a firm foundation in my IT career. Apart from the rapid technical learning experience the role also taught me soft skills, the ability to prioritise my work and time management.
- Installation and repair of various types of point-of-sale Hardware and software.
- Working with multiple customers telephonically and onsite to resolve technical-related issues.
- Performing daily weekly and monthly admin duties, Stock control and standby.
- Communicating with my call centre agent, supervisor and management regularly for planning, incident reports and managing SLAs and escalations.
