michaelsteele

© 2015 copyright | Michael STEELE

Michael Steele Job Portfolio


Timeline

1993

Started with Osborne Computers

1997

Started with KPMG Sydney

1999

Moved to KMPGNational

2000

KPMG National SOE Project

2001

Started with KPMG International Headquarters (IHQ) in the Office of the Global Chief Information Officer (OGCIO) - AMSTERDAM

2004

Returned to AUSTRALIA

Started with EDS

2006

Started my own PT Business

2008

Returned to IT

Started with AMP

2011

Started with Holcim

2012

Started with Campbell Arnotts

2013

Started with Dimension Data

2013

Started with System Sense

SCCM Engineer (SEPT - Contract)

Support Manager (NOV - Full-Time)

2015

Running PT Business Concurrently

Contracting Contracting


Brief Work History

In Australia

I started my IT career in 1993. I began working in a Helpdesk that supported home users across the country. I progressed up the ranks to an Escalated Technician Role and when required filled in as Team Leader.

After leaving I started working at KPMG in there Sydney IT Support department. I moved to the National IT Department and worked on the National SOE Project. From the success of this project I was given the opportunity to work for KPMG in The Netherlands.

After returning I was a bit of a journeyman moving from contract role to contact role. These ranged from deployment technician to Migration Co-ordinator.

I left IT in 2006.

After returning to IT in 2011, I again contracted. This time I was running my Personal Training Business in conjunction with working in IT. The contracts that I had ranged from Migration and SCCM Engineers to going back to Level 2 support. To be honest going back to Level 2 support was the best thing that could happen. It prepared me for what happened next.

In 2013 I decided to leave contracting and take the full-time position of Support Manager.

Overseas

AmsterdamIn 2000 I was lucky enough to have the opportunity to go live and work overseas. Working at the International Headquarters for KPMG in Amsterdam was an experience I will never forget.

Not only did the experience allow me to see Europe but it also exposed me to people and environments that allowed my technical skills to develop to a higher level. This was not just for my support skills but also my project and my fledgling leadership skills also.

I worked on issues from all over the KPMG world but mainly on keeping the mail flowing as Amsterdam was the Global mail hub.

After being there a year i moved to the Network Monitoring team and it was here that my most notable work was done. I was instrumental in upgrading the Global monitoring system that sent alerts out when key infrastructure stopped working. As part of this upgrade I did set up a number of monitoring points. Two of these were set up right outside the offices of the Global IT Director and the Global CIO.

I returned to Australia in 2004.

The PT Experience

In 2006 I took a break from the IT industry for a few years.

In becoming a Personal Trainer I was given the opportunity to learn a lot about myself. And in the process was able use those skills to learn about my clients and ultimately help them.

It also taught me how to run a business. Teaching me how I was able to lead others in a way that would the best out of them.

I feel that the experience and knowledge I gained from being a Personal Trainer has changed me for the better.

Why did I leave IT?

I get asked this a lot. The answer is simple really. I wasn't enjoying it anymore. I needed to do something different. I realised in the end that IT is my passion. Even though I enjoyed being a Personal Trainer. My true passion lies with IT. I just needed to rediscover that.


Specialisations

SOE

Administration

Desktop

Management

- Design and Development- Deployment (SCCM/MDT)- Updating- Maintenence

- SCCM (packages, patching, OSD, Sites and Server)- Backup - Windows Server- Exchange Server

- Support (Level 1 to 3)- Management (SCCM, MDT, AD, GP)

- Team Leader- Support Manager- Incident and Problem Management- Mentoring Others- Process, Procedure, Workflow- Documentation- Communication to all levels


Sectors worked in

Aviation

Education

Food and Beverage

Construction

Finance

IT


Capability

With over 20 years in the IT industry.

The experience that I have gained working here in Australia and abroad, have put me in a good position to accomplish any task.

Technically I am proficient in the Windows Environment. Both Desktop and Server. I am able to support users and manage environments. I have extensive knowledge in Desktop SOE design and deployment using Microsoft Technologies.

I am able to run and manage projects to achieve the required deliverables on time.

I have a proven record in managing teams and running Helpdesks. As a Support Manager I was responsible for all things support, being the first point of call. This included the day-to-day running of the Helpdesk, escalations, reporting, mentoring of staff and liaising with clients.

I am able to communicate to all levels of users from End Users to CEOs.

I am meticulous in my work ethic. I take full accountability and responsibility for all tasks given to me. Producing high quality results.

I am always looking to better myself. If there something I don't know then I will go and either teach myself of find the right resource to learn from.

And...

I am always up for the challenge.


GlobalMy strengths- Worked for international companies both in Australia and overseas

•

Adaptable

- equally efficient with large or small scale projects, teams or on my own

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Inventive

- thinking outside the square and always up to the challenge of providing solutions that last and encouraging others to do the same•

Delivery focused

- acutely aware of the imperatives to deliver on time and on scope

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Collaborative

- work cooperatively with clients, consultants, authorities for streamlined delivery of objectives

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Client-centric

- understanding the client's needs and wants

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Accountable & Responsible

- takes ownership and responsibility of all tasks given

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Knowledge driven

- willing pass on knowledge and always eager to learn new skills, to which I have built a home network to aid in learning new skills•

Current

- Informed of new trends and technologies within the IT industry

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Dilegent

- always wanting to produce the best work that can be done

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Communication

- can communicate with all users and management at any level

Technical

- excellent understanding of hardware, application and networking concepts and if something is not known then it will be learned•

Experienced

- over 20 years in the IT industry

•


Achievements


Desktop SOE Upgrade

6 week contact working to upgrade the Desktop SOE for a major financial company in the CBD. This included:

- updating existing packages- creating new packages - modifying scripts to accommodate new hardware model- Testing the build with SME (Subject Matter Expert)- Testing with Technical users

Working for System SenseClient Aussie Home LoansUsers 6,000Technology SCCM 2012 R2


New Ticketing Process

The new ticket process was introduced to reduce the number of tickets and also the time it took to resolve. The process consists of 3 ticket types:

TYPE 1 - tickets that can be resolved in under 15 minutes.TYPE 2 - tickets that will take longer than 15

minutes but less than 2 hours.TYPE 3 - tickets that will take longer than 2 hours to resolve.

There is a waiting area for tickets that are needing additional tasks to resolve. This process reduced the tickets from a total of 80-90 tickets remaining each day to less than 20.

Working for System SenseClient All System Sense Clients Users N/ATechnology Autotask

***THIS IS AN AUTOMATED RESPONSE ***

Ticket Accepted_______________________________________________________________________________________________Dear [Ticket: Contact],Your ticket has been accepted by [Ticket: Primary Resource]. They will be calling you within the next 15 minutes to assist you with your issue.

Your Ticket Number: [Ticket: Number]

If you need to add any information to this ticket, please reply back to this email and the additional information will be added to the ticket. Regards,

IT Support REMINDER – the first point of contact is the Helpdesk for all IT related issues.Helpdesk Hours of operation are: 8:30am – 5:30pm


Working for System SenseClient All Servicedesk ClientsUsers N/ATechnology Autotask

Business Intelligence Dashboard Reporting

Reporting to clients on Servicedesk performance is crucial. Allowing the clients to see the metrics in a clear and concise way is important. Using the dashboard provided by Autotask this allowed the reporting to be sent each week in an email that summarised the dashboard.


Business Intelligence Dashboard Reporting


Working for Campbell ArnottsUsers 300 user located at North Strathfield

Rebuilding the Desktop Support Team and VIP visit support Campbell Arnott's has a Desktop Support team that was having issues

keeping up with tickets and having a very weak reputation with its user community. I was able to bring the tickets back to a manageable level thus restoring the user's confidence in the Desktop team.

Also I provided IT Support for the visit of Luca Mignini, the new appointed President, Campbell International, while he was here looking at the Australia Business.


Home Network (Re-Design)

To enable me to continually improve my skills I decided to re-design my home network. I took did this with the view in mind to create a network with a more corporate look and feel. I was lucky enough to be given cisco routers and switches, a tape backup library and an IBM x3650 Server. All physical servers are VMWare 5.5 hosts and all servers are Virtual.Through the assistance and help of people who

I have worked with I have been able to learn how to configure my routers and swtiches. In an addition to the network I will be adding a routing subnet (192.168.100.x) shortly between my 192.168.1.x and 192.168.2.x subnets to again give it a more corporate look.

Location HomeClient MyselfPurpose LearningServers 2 x 2008 R2 Active Directory Servers(Current) 1 x SQL 2012 Database Server 1 x vCenter 5.5 Server 1 x SCCM 2012 Server 1 x Backup Exec 2012 Server

Servers 1 x Network Monitoring Server(To be added) 1 x XenApp Server 1 x SharePoint Server 1 x Exchange Server 1 x Jumphost Server


Working for KMPG SydneyUsers 6000 approx. acrross Australia

National SOE

In 1999/2000 KMPG decided to standardise on the operating system and applications for all users. I worked with a team that consisted of IT Support people from the other states and external vendors, in particular ComTech (now Dimension Data). I was the Technical Lead in in this project. I reported to the Project Team Leader and Project Manager.


April 2013 – September 2013Dimension Data is an IT Solution Provider both in Australia and internationally. They provide end-to-end solutions where they engage the client with everything from project management, technical consulting and onsite system engineering services

Systems Engineer

Responsibilities: Providing onsite technical expertise Writing procedures and documentation Working on multiple projects at multiple client sites

Achievements: Working at multiple projects on multiple client sites

CV Selection

Dimension Data Systems Engineer

September 2013 – February 2015System Sense is an IT Managed Solution Provider. They provide end-to-end solutions where they engage the client with everything from project management, technical consulting, onsite system engineering services and End User Helpdesk Support

Support Manager November 2013 – February 2015

As the Support Manager it was my responsibility to be across all support issues from ticket management and phone calls to ad hoc requests from clients. These request may also involve me taking an active technical role as well. I also was required to attend a number of client’s sites each week as per our support obligations. I was required to be the first point for all escalations and to mentor all technicians so that they were continually improving.

Responsibilities: (Management) Managing the Helpdesk in day-to-day tasks Providing escalation point for all Helpdesk issues Managed a Helpdesk of 5-6 people Writing procedures and documentation Providing Reports and Dashboards to clients showing weekly metrics Point of contact for clients for support issues Rostering of support shifts (including after-hours support)

Responsibilities: (Technical) Administrating the SCCM infrastructure for clients. This included creating packages, updating and troubleshooting OS Deployments, patching clients, and troubleshooting SCCM issues. Managing the Backup infrastructure for clients

Resolving Tickets that the Helpdesk needed to escalate Providing additional phone support when required

Achievements: Introduced New Ticketing System Cut the number of support tickets and calls

SCCM Engineer September 2013 – November 2013

Six week contract work at a client site base in the Sydney CBD work to update the SCCM OS Deployment of their Desktop SOE.

Responsibilities: Updating Application Packages and scripts Updating OSD Task Sequences Building and testing the SOE with the IT staff and End Users Providing Technical support when needed

Achievements: Updated the Desktop SOE SCCM Deployment

System Sense SCCM Engineer and Support Manger


April 2012 – March 2013Campbell Arnott’s is a major food company both in Australia and Internationally. They provide biscuits and Soups along with many other foods to Australia and world.

Systems Engineer

Responsibilities: Providing BAU support (including VIP support) Leading the Desktop team Reporting on performance of the Desktop team in weekly management meetings Writing standards, procedures and documentation

Achievements: Taking control of Desktop Team and consolidating support tickets back to manageable levels Windows 7 Rollout: developing process, procedures, training documentation and conducting training sessions to deploy Windows 7 across Australia and the Asia/Pacific Region

CV Selection

Campbell Arnott's Systems Engineer

June 2011 – March 2012Holcim is a major International construction company that recently purchased a number of concrete companies in Australia.

Migration Analyst/Engineer

Responsibilities: Conducting site audits in preparation of the migration of that site Migrating a number of sites per night Writing procedures and documentation Migrating sites, users, computers (including servers) and network devices from Windows 2003 domain to Windows 2008 domain Providing Project related BAU support of sites that have been migrated

Achievements: Part of a team that successfully migrated all sites across Australia well within schedule Scripted printer migration to migrate user (via login scripts), local print servers and domain print servers Providing admin scripts to aid in the site audits and to manage, archive and disable terminated users

Holcim Migration Analyst/Engineer

michaelsteele

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