Lotus Notes Analyst
VIC - North East
Specialties
IT Support

Wide range of I.T experience and excellent customer service. Keen to start working.

Summary

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Career

Hardings Mobile PC Solutions - IT Technician
IT Services, Software & Hardware - IT & Communications
VIC, Australia
Specialties
IT Support
Responsibilities
  • Providing 2nd level support for the Notes Client platform, including mail and calendar support, and user account maintenance for over 2300 + users.
  • Resolving 2nd level specialist support issues to a high standard and within service level targets.
  • Working in a Windows 7 desktop and Active Directory environment.
  • Supporting Sametime, Quickplace\Quickr, webmail, and deployment of databases, including teamrooms, mailin and discussion databases.
  • Resolving various Lotus Notes problems over the phone or by remoting to their PC using Console 1, GotoAssist or Citrix.
  • Performing password recovery and Lotus Notes Roaming. ;
  • Providing specialist administration, support and maintenance in accordance with industry best practice and operational documentation.
  • Supporting SPAM management and / or Virus management. ;
  • Displaying a collaborative working style, with good negotiation, interpersonal and communication skills, both written and verbal. Providing subject matter advice on products, issues, improvements and processes and maintaining an understanding of applicable technologies.
  • Ensuring accurate resolution history and incident information within CenITex system.
  • Contributing to development of standards and guidelines for technical and process documents, quality assurance and training needs.
  • Organising work efficiently and operate in an environment characterised by short time frames and conflicting priorities.
  • Working cooperatively and collaboratively in a team environment with a strong customer focus.
  • Displaying a proven ability to troubleshoot problems to successful conclusion.
  • Maintaining performance in the face of changing work demands organisational situation or environment.
  • Providing an end to end customer experience and meeting the customer's expectations and needs. ;
Social Security Appeals Tribunal - I.T Officer
IT Services, Software & Hardware - IT & Communications
VIC, Australia
Specialties
Help Desk / Support
Responsibilities
  • Answering logged calls and resolving them within the IT unit's published response times. ;
  • Logging new jobs into the iHelp Lotus Notes database. ;
  • Monitoring logs and acting proactively to ensure the systems are available.
  • Checking morning daily reports generated by iHelp Lotus Notes database.
  • Troubleshooting Lotus Notes database problems and Lotus Notes mail synchronization issues.
  • Liaise with users, Getronics and contractors to resolve problems and provide updates.
  • Providing daily maintenance tasks to ensure the integrity of data in AMSWIN (In-house Lotus Notes database program)
  • Creating new user windows accounts via Console1 and Lotus Notes accounts through Domino Administrator. Accounts are thoroughly tested before handing over account details to user.
  • *Using Novell to manage printer's .ie. IPrint ;
  • Imaging new user's PC's and notebooks with Novell Zenworks image and to maintain Zenworks image when updates to the image are required.
  • Deploying software to users via Console1 or manually installing software on users PC's.
  • Troubleshooting a wide range of network, software and hardware problems either non-site, by phone or by remote session to users PC's that are located to other state branches.
  • Involvement in various projects such as server replacement, creation of the SSAT DMZ, etc.
  • Rollouts of new PC hardware. ;
  • Performing fault reports on faulty hardware that needs to be sent off for repairs.
  • Ordering and purchasing of new computer hardware/software.
  • Changing passwords for LAN/UNIX servers at end of month for security purposes.
  • Delivering 95% client satisfaction when solving computer problems. ;
Kubota Tractor Australia - Helpdesk, Desktop Support
IT Services, Software & Hardware - IT & Communications
VIC, Australia
Specialties
Help Desk / Support
Responsibilities
  • Dealing with both office and warehouse employees in a professional manner when computer problems arise.
  • Performing Internal and External support over the phone and using remote assistance with solving Windows XP and application problems.
  • Using WebCam Video/Audio when helping external clients with their tractor part ordering queries over our Dealer On-line ordering system.
  • Solving internal user problems by phone or in person. ;
  • Logging and closing jobs through the Lotus Notes 6.5 Job log database. ;
  • Creating user windows accounts and accounts for various in-house applications using Windows 2000 Active Directory. ;
  • Using Microsoft Access and Lotus Notes 6.5 Databases within in-house applications.
  • Sending Mail Merges through Lotus Notes 6.5 for company employees.
  • Creating new user accounts in Lotus Notes 6.5 Administrator, transferring users Lotus Notes address books over to their new PC's, maintaining the company's Lotus Notes Databases and updating them as required, installing Lotus notes 6.5 client on users Desktops and Notebook PC's, training employees in how to use Lotus Notes from basic emailing and calendar demonstrations up to scheduling meetings, appointments and booking out meeting rooms and equipment.
  • Creating and updating MIS department procedures and documentation.
  • Maintaining the company's computer and asset register. ;
  • Troubleshooting the company's CISCO network when problems arise.
  • Building and Installation of servers and new user desktop PC's and Notebook PC's.
  • Rollout of new user PC's and Notebook PC's ;
  • Performing morning backups of Lotus Notes and Windows servers. ;
  • Performing restores with Veritas Backup Exec. ;
  • Acting immediately on server emergencies and major application problems in a calm and efficient manner.
  • Raising Purchase orders and organising them for payment.
  • Creating purchase orders for new software and hardware when required.
  • Morning/evening LAN and UNIX backups of server/user data.
  • Restores/tape merges from ArcServe and EDM. ;
  • Providing telephone/technical support to onsite/offsite staff.
  • Checking error reports/logs from morning backups and notifying management if unsuccessful backups arise.
  • Using NWADMIN (Network Administrator) for creating user accounts/printer queues, changing user account passwords, restrictions, adding/removing applications from user accounts, adding users to different groups, etc.
  • Calling/paging technical support when server emergencies arise and to assist them where appropriate.
  • Creating and updating procedures/documentation. ;
  • Updating Norton Anti-Virus definitions on servers. ;
  • Creating emergency repair disks for LAN/UNIX servers. ;
  • Rollouts of new PC hardware such as scanners, CD burners, hardrives, RAM, printers, PC's, notebooks, monitors, hubs and switchboxes.
  • Rollouts of new PC Operating systems/software such as Windows 95, 98, NT, 2000, XP. Software includes Microsoft Office 97 & 2000, Microsoft Publisher 98, Microsoft Project 98, Flowcharter 7, Adobe Pagemaker 7.0, Adobe Photoshop 5.5, Adobe Illustrator 9.0, Adobe Acrobat 5.0, Corel draw 8, OmniPage Pro, Peoplesoft and various in house applications.
  • Logging fault reports for faulty hardware that requires repairs. ;
  • Installation of jetdirect cards in jetadmin ;
  • Ordering and purchasing or new computer hardware/software.
  • Overseeing Air Conditioners in server room. Reporting to senior management and maintenance if problems arise.
  • Changing passwords for LAN/UNIX servers at end of month for security purposes.
  • Delivering 95% client satisfaction when solving computer problems. ;
Crown Casino - Desktop Support Operator
Australia
Responsibilities
  • Analyzing/solve problems with the network and hardware/software. ;
  • Providing support for over 2500 onsite/offsite users. ;
  • Recently assisted in upgrade of the network ie: Novell NetWare Clusters, DCN & Cisco Network.
  • Logging and closing jobs through the company's in-house job logging application called ``Missile''
  • Solving 95% of logged jobs that get logged on a daily basis. Busy shifts usually consist of excess of 50 jobs being logged daily.. ;
  • Morning/evening LAN and UNIX backups of server/user data. ;
  • Restores/tape merges from ArcServe and EDM. ;
  • Providing telephone/technical support to onsite/offsite staff.
  • Checking error reports/logs from morning backups and notifying management if unsuccessful backups arise.
  • Using NWADMIN (Network Administrator) for creating user accounts/printer queues, changing user account passwords, restrictions, adding/removing applications from user accounts, adding users to different groups, etc.
  • Calling/paging technical support when server emergencies arise and to assist them where appropriate.
  • Creating and updating procedures/documentation. ;
  • Updating Norton Anti-Virus definitions on servers. ;
  • Creating emergency repair disks for LAN/UNIX servers. ;
  • Rollouts of new PC hardware such as scanners, CD burners, hardrives, RAM, printers, PC's, notebooks, monitors, hubs and switchboxes.
  • Monitoring Windows NT, Netware, UNIX, Citrix and SQL servers.
  • Rollouts of new PC Operating systems/software such as Windows 95, 98, NT, 2000, XP. Software includes Microsoft Office 97 & 2000, Microsoft Publisher 98, Microsoft Project 98, Flowcharter 7, Adobe Pagemaker 7.0, Adobe Photoshop 5.5, Adobe Illustrator 9.0, Adobe Acrobat 5.0, Corel draw 8, OmniPage Pro, Peoplesoft and various in house applications.
  • Logging fault reports for faulty hardware that requires repairs. ;
  • Installation of jetdirect cards in jetadmin. ;
  • Ordering and purchasing or new computer hardware/software. ;

Education and Qualifications

Year Qualifications Level Institution
2004 Certificate in Helpdesk Other Unknown No
1997 Diploma - Technical Diploma Unknown No
1996 Advanced Certificate in Information Technology Other Unknown No
- Other Novell Training Services No
- Other Novell Training Services No
- Other Unknown No
- Other Unknown No