robert o'donoghue

* Act as a further escalation point for unresolved or escalated calls * Manage On Call Support Roster and assist where required * Implement new monitoring system and managed roll out to clients * Provide recommendations and manage the improvement of monitoring systems to provide better support to clients * Ensure all calls are logged in the Service Desk logging system * Report to senior management on any issue that could significantly impact the business * Share knowledge as and when required with other staff. * Manage the Service Desk staff to provide 1st, 2nd & 3rd level technical support * including prioritization of ticketing and project tasks * Attend Change Advisory Board meetings * Take overall responsibility for incident management and request fulfillment on the Service Desk * Ensure staff take ownership of user problems and be proactive when dealing with user issues * Managed Service Desk staffing and resource allocation * Mentor staff to improve the capabilities and usefulness of the Service Desk team.

* Re-build internal IT Systems and migrate all systems from old head office in Perth to new head office in Melbourne * Final escalation point on service desk * Provided support to Project team where required * Assist with creation and modification to documentation and templates * Mentor junior engineers on the service desk.

* Maintain internal IT Systems and isolate and resolve network problems * Implement new monitoring system (N-Able) * Provide support nationally for internal & external clientele * Build, configure & install Microsoft Hyper-V and VMware servers * Create users, delete users and reset passwords in Active Directory 2008/2012 * Create, remove and modify users in Microsoft Exchange 2007/2010/2013 * Install new backup software, Shadow Protect, to all supported clients * Configure, install and maintain network infrastructure for clients daily * Carry out full installation & configuration of firewalls, routers, switches and new workspaces * Maintain proficiency in IT systems, policies, and procedures as well as user support techniques.

* Assign NTFS permissions and allocate share folders appropriately * Setup replication and apply Anti-virus updates on Server 2003/2008 platforms * Configure and Maintain WSUS servers as well as Terminal Server Farms * Deploy, maintain and administer exchange servers * Setup and configure DHCP, DNS, routing and remote access * Network relocations from site to site

* Create users, delete users and reset passwords in Active Directory and Microsoft Exchange 2003 * Enforce existing IT Policies for Notebooks and Desktop Computers * Carry out preventative maintenance across multiple sites consisting of SBS 2003 * Install and configure new and repaired Desktop and Notebook computers * Troubleshoot hardware components and software applications

* Respond to user enquiries * accurately resolve or recommend possible solutions to problems * Build new Desktop computers and Notebooks * Install Microsoft Windows XP Operating Systems and configuring for client needs * Removing viruses/Trojans from client computers * Dispatch personnel for on-site response as necessary * Perform basic office support functions for IT * Complete prescribed checklists in appropriate time frames * Service faulty computers * Backup client data using Norton Ghost software.

Cliftons is a leading provider of premium, purpose-built training and event facilities, seamlessly delivering end-to-end event solutions successfully around the globe.With an extensive range of training-specific technologies, services and infrastructure, Cliftons has 10 venues in Australia, New Zealand, Hong Kong and Singapore. Its partner network provides access to an additional 7,400 venues across 3,000 cities worldwide, including more than 700 venues in all major cities and regional hubs within Australia and New Zealand.In addition to excellent customer support, Cliftons focuses on providing the optimal environment to enhance learning, including natural lighting and customised room layouts capable of accommodating groups from 15 – 240.