Rik Connors, Lismore, 24800402 736 437

rik@rikconnors.com

ProfileFriendly, resolution focused, understanding, Microsoft Certified IT Professional with a Degree in Information Technology + 11 years experience gained across IT Technical Support for both the Private and Public sectors. Expertise in providing:

Service Desk support – 1st and 2nd level, medium 3rd level. Software / Operating system support - installation and uninstallation, configuration, upgrades,

integration and user training. Desktop support – installation, configuration, troubleshoot, repair, integration of software and

hardware, and training. User training – group training intentional focused on individual’s user requirements.

Other experience in business analysis, project management, change management and restructuring the flow of IT Systems; troubleshooting root causes, ensuring permanent resolutions and customer care. With a natural flare for taking responsibility and for resolving long term issues that nurture a person’s relationship and understanding of IT that improves user flow and business efficiency, is now looking for a position as a IT Infrastructure Rollout Engineer or IT Field Services Technician.

Key Skills Communication & People Skills – very emotionally aware and experienced with reading

people’s behaviours and IT skillsets in all types of industries from the vast array of people I have managed their IT issues.

IT Systems Support & Consultation – competence and successful knowledge of IT tools required to keep IT running, and the right consultation and detailed assessment for the business.

Resilient Approach to Troubleshooting – proven results to many unresolved IT issues and setting new processes for correct flow change management and quality.

Sense of Urgency & Quick Resolution – awareness of the necessity and importance of IT running and relationship needed for the business with the customer to results that fulfil.

Responsibility & Quality Customer Care – constantly building a responsible relationship with myself in regards to timekeeping and a strong work ethic that translates across to the people I serve so they know they can come to me whenever they need IT support.

Love People – Love IT! – my passion extends so deeply with technology that I take on any task and successfully resolve it better than the experts – I know how to deliver !

Service Management – able to clearly provide and receive feedback to management and the business taking accountability for service and the delivery requirements.

Business & Systems Analysis – awareness and understanding of IT infrastructure and operations for IT functionality needed to run systems simply and smoothly.

Technical SkillsPlatforms: Microsoft Technologies – Server 2012 / 2008 R2 / 2003, Exchange 2007 / 2010.

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Microsoft Windows XP, Vista, 7, 8.1 and 10 including the file viewer MS Explorer; Mac OS X, Android.

Software: Microsoft Office (2003/07/10/13/16) – Access, Excel, Lync, OneNote, Outlook, Power Point, Publisher, Project, Word and Visio; Internet Browsers - Chrome, Firefox, Internet Explorer; Java, Photoshop, Microsoft Forefront Endpoint Protection (FEP), MS SharePoint client faults, Multimedia graphics and design suite Adobe – Captivate, Flash, Reader, Writer; Skype for Business, SQL.

GCCC Systems: Application Management System (AMS), Avaya, Business Intelligence, Chris21 (Human Resource Information System), Cisco Agent Desktop, Citipac, Clarity, Dekho, Ellipse\Ease, Figtree, Grange, HP OpenView Service Desk (HPOVSD), HR21 Kiosk, Intranet, iSPOT (Document Management System), MapInfo/Easimaps, Oracle Financials, Systems Applications and Products in Data Processing (SAP ERP), Service Now.

NSW Sugar: Acronis Imaging software, SpiceWorks (Ticket System), Sophos, Viis

Health Systems: 724, Auslabs Pathology Software, BoardMaker Pro, Citrix based Apps, GE PACS/RIS, GMON, ITSM (Asset Management), Keylogger software for Data loggers, Laderdal Scenario Suite for Resus Dummies, Medical Objects, Medicare Online software, Olympus Dictation Transcription software, Smart-V-Link, Winscribe

Management Tools: Check Point End Point Security – Management Console, Citrix Delivery Services Console, cPanel, MS Exchange 2007 Management Console, Mimesweeper, MS Active Directory (AD) management tool (MS Management Console), MS System Centre 2007 / 2012 Configuration Manager (SCCM) - Software Centre & Configuration Manager, Novell Directory Services (NDS) and management tools (Console One (Application Exporer) and iManager), PABX Administration Web interface, RSA Security Console, Royal Terminal Services, , Undelete 2009 Server Edition, Unify Connector Console, Windows PowerShell ISE, Wireshark. WinVNC 4.0.

Other: Autodesk, Basic HTML, Cloud services – Dropbox, Google Drive, OneDrive; Dental software – Digora (x-ray system), Exact; Endnote Web, Draftsight, Evernote, Google Search Engine, Jabber Cisco, Firefox Profile Manager, MYOB, Password Database Managers – 1Password, KeePass; Remote viewing – TeamViewer, WinVNC 4.0, Social Media setup and configuration – Facebook, Google+, Instagram, Linkedin, Pinterest, Twitter, Wordpress; Typing Speed Advanced, Webmail, Web Conferencing software, Windows Remote Assistance, Remote Access Software (RAS)- Citrix Access Gateway, Direct Access and VPN.

Hardware: Automatic Weighbridge Control Systems (AWCS), 4G / 3G devices, Data Loggers, Data projectors, Dental cameras, Desk phones- Ericsson, NEC and VOIP Cisco; Digital Cameras, Digital Microscopes, Faxes, GPS units, KVM switches, Merchant Devices, Memory Cards, MFD and desktop Printers – Canon, Ricoh, Samsung and Xerox; Mobile / Smart Phones – BlackBerry, iPhone, Nokia Windows, and Telstra; Modem / Routers / APs, Peripheral Hardware – Docking stations, Ergonomic mouses and keyboards (Roller), External drives, Multi card readers, Sound bars and Web Cams; Printers – OKI Dot Matrix printers, Zebra Thermal printers, and Dymo Label printers; Olympus Dictation and Transcription Devices, Scanners, Smart TVs (and associated software), UPSs, Tablets – iPads, Windows; WiFi / Bluetooth devices – computer devices, keyboards, mouses; Workstations (AIO, Desktops,

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Laptops Tablets) – Apple, Dell, HP, Lenovo, Toshiba, custom built and peripherals. Workstation components – CPUs, motherboards, RAM, hard drives (SSD), Disc drives, Video Cards and Other cards.

Professional ExperienceSep 2016 – Dec 2016Australian Unity, Branches in NSW, NSW – Health & Community Service – 90 branches – 600+ staffHead Team Lead IT Infrastructure Rollout Engineer – responsibilities: FACS NSW Health changed to Australian Unity. This role I performed as head team lead managing / performing onsite branch rollout of complete new IT infrastructure network. Flexibility - traveling weekly (2 sites per week) to new remote sites across NSW. Business Analyst interface with onsite and remote team. Change Management for onsite staff and deployment team. Manage onsite deployment team to ensure correct implementation occurs within timeframe. Manage / resolve any deployment issues, including the liaising and tracking of incidents with the central project control team and IT Support. Open communication and support with vendor and site staff during and outside deployment. Install and patch servers – rack and stack. Install, test and patch network equipment services (Cisco OIAB). Patch new workstations and MFC devices to LAN (VLAN configured) switches. Install and configure telephony devices and software. Resolve and assist with network issues. Troubleshoot login and printer issues. Extensive training and software user-configuration for ease of migration to new equipment.

Jan 2016 – Jun 2016Northern NSW Local Health District, All hospitals in the NNSW LHD, NSW – NSW health service – Northern NSW Local Health District – 14 Hospitals and 70+ Community sites – 2,000+ staff and Tweed 1000+ Computer devicesDesktop Support Assistant EMR2 – responsibilities: Computer clinical carts – set up, customise, test, deploy to deadlines; Facilitate computer devices mobile and fixed (AIO, desktops, laptops, tablets) - research, build, image, configure for best use, test, troubleshoot, deploy to deadlines; Customised training clinical staff for - carts, WH&S, each hardware device, operating system and SOE, and software. Correspondence with unit managers, user and doctor coordination of training and quality customer service; WiFi - liaising, configuration, testing and training; Liaising applications support, suppliers & vendors, project leaders, management, other IT teams, and my immediate team; project management and advice; Printer - assistance, setup, configuration troubleshooting; Managing tasks - traveling to different sites, efficient to deadlines, asset management, outstanding issues, tool, part & documentation management, process improvement, auditing, ticket management; User guides, training checklists and reference guides creation. Access user account - district-wide generic account audit, change, training and testing. AD - update of objects and configuration. Specific project software - requirements of allocation audit, software and client, installation, configuration, testing and training.

Apr 2015 –> Jan 2016Northern NSW Local Health District, Tweed Heads Hospital, NSW – NSW health service – Tweed 1000+ Computer devicesComputer Support Officer - responsibilities: offered this position to deliver IT&T Desktop Support services in a large enterprise with many sites + performed Desktop Support Assistance role simultaneously; Remote software corporate support - installation, configuration, troubleshooting, evaluation, research, consultation, documenting and training; Managing the deployment of new hardware - Dell workstation & laptop hardware, ICT equipment & health devices, MFDs, printers, mobile phones, desk phones, patching, peripherals and accompanying software. Hardware, peripherals and ICT equipment support - diagnosis and analysis, consultation, ordering and receiving management, installation and configuration. Software and hardware support of networked printers - MFD (Canon & Xerox) and desktop printers. SOE operating system faults and SCCM building issue analysis with other team members. Directory Service admin work - liaising, AD object creation / modification, printer management analysis and config. Networking faults (with guidance) – port VLAN changes, equipment config loading, hardware replacement and installation, software support, WiFi, and network drive access issues. Provided timely proven customer focused service with competing priorities - continual improvement of processes, effective communication to many departments. Smart resolution and fast learning to keep critical departments functioning. Project / task management and consultation with suppliers, IT management, business managers, multi-disciplinary team members and staff to make appropriate decisions. Large enterprise work – communication & decision making, change management, asset management including disposals, ticket management, maintain

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accurate end user device records, liaising, consulting, health services software support, domain troubleshooting and procurement.

Feb 2015 – Apr 2015 Northern NSW Local Health District – NSW health service – Northern NSW Local Health District 2,000+ staff and Computer devicesComputer Support Assistant (Windows 7 Rollout) - responsibilities: Facilitate procurement and deployment of replacement desktop and laptop hardware at multiple sites. Hardware diagnosis Dell systems – configuration, upgrades and replacements, and troubleshooting. Auditing, research, documenting and training; Operating system – SOE configuration, access rights, fault diagnosis, testing; Imaging via SCCM, configuration, and fault analysis with other team members. Software and data analysis, installation, troubleshooting, configuration, Quality customer service and instruction, adaptive to following new processes, effective communication. Project management and consultation with IT management, business managers, application support, team members and staff to make appropriate decisions. Improving processes and fast resolution to deadlines. AD object management. Installing new ICT equipment devices and software. Asset Management.

Jan 2006 – Current (in between roles and study)Self-employed basis, Brisbane / Gold Coast / Lismore NSW / International remote supportTechnology Services Support Officer - supporting many clients and team projects internationally, nationally and locally through my networks providing IT remote and technological consultation and support, troubleshooting a large array of faults. Covers all software support on both platforms MAC and PC with assimilation for both home users and small businesses; security, networking, clean-ups, performance boosts on both operating systems and providing advice on hardware, operating system, and software upgrades and user’s IT systems analysis, offers extensive email support and systems admin support remotely. I provide hardware support where I analyse, specify, design and build desktops. User training and education is a very important focus with my IT consultation support and provide one on one sessions and groups if needed. Cloud and web-based services including extensive support and training on social media – Facebook, LinkedIn, Goggle+, Twitter and Instagram.

May 2014 – Oct 2014NSW Sugar Milling Co-Op Ltd, Broadwater NSW – co-op organisation with 3 sugar mills and a refinery, 400+ employees and 600+ computer and electronic devicesInformation Services Support Officer - responsibilities: service management and being the first point of contact to resolve any faults and complete technological requests by prioritisation and criticality; including software support and configuration, access and operating systems faults and configuration. This was an extensive role also including Systems Admin of user accounts, access to data via servers remotely and network folders, server maintenance, printer management, network management etc. This also included Desktop Support and management of peripherals, creating SOE images for a variety of desktop & laptops, warranty repairs, purchasing cost-effective hardware by liaising with different vendors and replacement of hardware. Many projects were supported eg. Responsible for researching, managing, implementing a fully comprehensive knowledge base system including processes, procedures and Issues Register accounting for all IT work on the network.

Sep 2012 – May 2014Gold Coast City Council, Gold Coast QLD – local government Council with 3500+ staff responsible for servicing the Gold Coast region and 4500+ computer devicesService Support Officer | Level 2 - responsibilities: promoted to this position and responsible for the management of IT being logged at GCCC - managing system incidents, on the servers, network or databases and resolve fast; if effecting more than one user to efficiently manage and identify the root cause and communicate to Work groups involved and to all the users effected, while aligning to the ITIL methodology. The resolution of incidents and requests to SLAs also included both Win 7, XP and MAC platforms, providing technology expertise, quality customer service, update knowledge base systems, with a large array of GCCC systems, software and peripheral devices. System Admin duties were also performed for account management, licenses, access to network drives and databases. Supplementary important roles were performed including Auditing, Software Piloting and Rollouts and Special Access Requests.

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Jul 2009 – Sep 2012Gold Coast City Council, Gold Coast QLD – local government Council with 3500+ staff responsible for servicing the Gold Coast region and 4500+ computer devicesIT Help Desk Officer | Contact Centre Help Desk Consultant - responsibilities: being first point of contact for all IT incidents and requests. This included all technological related issues with mobile phones, smart phones, cameras, desktop and peripheral hardware, a large array of software, desktop phones, emails, databases, ERP SAP issues, network issues, XP and Win 7 with some MACs, tablets, all-in-one systems etc on a corporate domain. Very experienced in diagnosis of IT issues, networking, security, web-based services, managing interaction, high level of customer service and communication skills, commitment to reviewing and updating process improvements, procedures and documentation. I have proven my ability and adaptability to rapidly learn new skills, researching and analysing information effectively and efficiently utilising resources to identify requirements needed to develop an outcome.

Education & TrainingJan 2008 Griffith University - Bachelor of Information Technology

Mar 2013 Troubleshooting and Supporting Windows 7 in the Enterprise, DDLS Q

Jun 2011 ITIL Version 3 Foundations Certificate, ProActive Services Pty Ltd

Mar 2006 Microsoft Certified Desktop Support Technician (MCDST), Excom Q

Jan 2006 Microsoft Professional Certification (MCP), Excom Q

InterestsHealth, wellbeing, philosophy, science, simplifying the use of technology, leading a Research and Development team in internet trends and social media for a large international health and wellness website.

ReferencesOn Request

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