Eoin O'Donnell

Taking care of all things IT in the Brisbane office for one of Australia's leading medical insurance companies

• Be the main contact point for all inbound calls and emails relating to the Technical Resolutions team • Distribute workflow to the correct team member accurately and efficiently • Manage all communication received by the team and ensure it is recorded and actioned • Contribute to scheduling warranty-related call outs and keeping up communication with our customers • Provide education-based support to customers and help them get the most out of their investment • Handle first-contact troubleshooting and provide resolutions for customer concerns before escalating

In my current role, I am a Helpdesk engineer and onsite support for our clients handling priority 2-4 tickets as well as an escalation point for unresolved P1-4 tickets. My duties on-site includes all end user support, communication with third parties on behalf of the company, and escalation of incidents that must be resolved on site. I would work a lot with Windows Server Management and Office 365 Admin Centre in my daily routine. I also do on-call work, which is incidents that require immediate on-site attention, outside of normal working hours throughout the country, these could include replacing PC's, printers, and troubleshooting equipment on-site to minimise downtime. Responsibilities include: - End user support - Escalation management - Windows Server Management - Microsoft Azure, Intune & Office 365 - Time & SLA management with clients - Onsite & Remote IT support work - Working with network infrastructure and security, primarily Mimecast - Monitoring & restoring backups at users request - Resolving any anti-virus alerts that come through via our client managed portal - Webroot Secure Anywhere

Support Desk Engineer User Setup through Active Directory, Office 365 & Exchange Management Console Resolving any anti-virus alerts that come through via our client managed portal - Webroot Secure Anywhere Remote Support to customers through both Labtech and Autotask Endpoint Management, also extensive use of TeamViewer Configuring Desktops For New Users Answer Calls, logging tickets and managing tickets on the help desk through Connectwise On site call outs to customer sites all over the country for any IT queries they may have

Administration of a completely virtualized environment with the use of VMware. Monitoring backups and restoring files using Veeam Backup and Replication Suite. User setup in Active Directory, Exchange and desktop assignment in vmware view. Rolling out desktops to users and troubleshooting Issues. Dealing with technical and non technical clients in a professional manner. Extensive work, troubleshooting problems within MS Office. Answering calls and logging tickets for users. Updating of anti-virus software for users on request. Maintaining data for a vast number of companies through servers stored within our database. Eg. DC servers, SQL servers, FS servers.

Saint James Place Wealth Management Service Desk: • Providing technical support to Seniors Partners, Partners, support staff & SJP employees • Assisted with new starter desk specific training through call shadowing, live ticket logging and training on desk specific software and procedures • Network support and troubleshooting (LAN/Wi-Fi) • Support of Citrix (Receiver and CAG for Windows & Mac OS) • Support of MS Office Suite 2007-2013 versions • Mail configuration and support for exchange accounts • Worked with Active Directory for account provisioning and security • Support of Virtual Desktops (XenApp, VPN) • Support of business processing software for technical issues (Swift) • Use of eSD and HP Service Management (while assisting in HP Budapest) for ticket logging • Supported Windows XP and 7 • Supported Mac XOs including iPhone and iPad (Mail, Intranet, VPN, Desk specific apps) • Provided support and troubleshooting for hardware (printers, scanners etc.) • Provided Remote support assistance through Go To Assist & Teamviewer Software • Supported Symantec Encryption (PGP) • Achieved Back-up coach position, providing mentoring and assistance to TSAs