Summary
Overview
Work History
Skills
Certification
Daytime phone
Personal Information
References
Hobbies and Interests
Technical skills - Summary
Timeline
Generic

David Williams

Jordan Springs,NSW

Summary

Highly organized professional with proven track record in coordinating complex tasks and ensuring seamless operations. Adept at managing schedules, resources, and stakeholders to achieve project goals effectively. Renowned for fostering teamwork and adapting to dynamic environments, making significant contributions to organizational success.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Coordinator Digital Field Services

NSW Department of Education
07.2009 - Current
    • Company Overview: Corporate State Offices
    • Management of local field services support staff in new Department of Education Head Office at 105 Phillip St Parramatta
    • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
    • Managing 'Hive Tech Bar' staffing, escalations, creation of new business processes
    • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
    • Apple 'Champion' and Field Service Team representative and SME
    • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
    • Local Google Administrator for 105 Phillip Google Devices and 0503 container
    • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
    • Knowledge transfer, mentoring and training for field service support staff within 105 Phillip St and field services staff located in other metro location
    • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
    • Superior customer service and ensuring that our team members attend to our clientele and make sure that all their needs are met in a professional and courteous fashion
    • Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
    • Building customer relationships through follow up visits, email and calls to assess staff satisfaction with all Business Units
    • Face to Face interactions with executive staff and business units to understand there growing IT requirements
    • Provide approved recommendations and suggest solutions to stakeholders and business units
    • Ticket system management via Service Now, previously BMC Remedy, incident creation and task/incident management as per ITIL standard practice
    • Delegation of incidents to staff or escalation to 3rd level teams within ITD or vendors
    • Windows 11 OS environment device management, maintenance and deployment via Intune
    • Windows 10 OS environment device management, maintenance and deployment via SCCM
    • Business Unit Staff training for 105 Phillip St technology including Microsoft Teams and video conferencing integration, Surface Hub environment, and understanding technology in an agile work environment and its practices and uses
    • System Administration and Maintenance in a Windows 2003/2008/2012 Server environment
    • Management, Troubleshooting and maintenance of Active Directory Users and Computer
    • Creation of Distributed File System namespace's for Shared Data and business unit access
    • Remote and On Site Customer Service and Support, levels 2 and 3 for staff within State Office location in Sydney Metro sites - Parramatta 105 Phillip and EDConnect / Bridge St / Blacktown / Bankstown / Eveleigh/The Arts Unit/Art Express/Security Unit
    • Regional Offices (Aboriginal Affairs) support provided with On Site visit, phone, email and remote support for environments and desktop users via Altiris Deployment Server, remote desktop, shared desktop with Skype and remote assistance
    • Infrastructure services and hardware implementations, relocations and decommissioning
    • Networking installation, configuration and maintenance (HP ProCurve, Cisco switching
    • Aruba wireless environments etc.) LAN and WAN environment implementations
    • PC/Laptop image deployment and Roll outs via SCCM and Altiris Management Server
    • Server Room environment maintenance, management and implementation
    • Vendor support liaison and engagement with Maintenance and Monitor systems (VESDA, Fire panels and Environmental systems)
    • Laptop and Desktop Audits
    • Engagements and business development with 3rd Party vendors and suppliers
    • Project management: Senior technician with relocation and on boarding with Office of Communities and Support departments to The Department of Education environment
    • Liaison with stakeholders and executives
    • Corporate State Offices

Lead Field Support Officer - Higher Duties/EOI

NSW Department Of Education
03.2023 - 12.2024
  • Project lead liaising with Stakeholders, Project Management Office and Field Services project staff
  • Interview Panel hiring lead and panelist for GSE employment opportunities within Field Services team and other business units across Education
  • Administered software updates, maintaining optimal system performance across all devices used by field support staff.
  • Enhanced team efficiency by streamlining communication and implementing effective task delegation strategies.
  • Optimized workflow processes for faster problem resolution and increased customer satisfaction.
  • Assisted in the development of training materials, leading to improved staff performance and reduced onboarding time.
  • Collaborated with cross-functional teams to identify areas of improvement and implement necessary changes.
  • Facilitated knowledge sharing among team members by organizing training sessions and creating documentation resources.
  • Leveraged interpersonal skills to build rapport with customers fostering long-term relationships based on trust.

Manager, Field Services (Expression of Interest)

NSW Department Of Education
03.2014 - 03.2016
    • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
    • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
    • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
    • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
    • Management of Field Services staff across all Metro Office and reporting to Executive Director, Service Delivery and Support / Customer Experience and Service Delivery
    • Managing 4 Lead Field Support Officers and their roles and responsibilities in regards to technology for local and all metro sites, creation of personal development plans (PDP), roster and staff management and development.
    • Responsible for 17 Field Services staff members across all metro sites
    • Reporting of Field Services activities to Exec Director on a fortnightly basis and the CIO as required

Lead Field Support Officer - Higher Duties

NSW Department Of Education
09.2013 - 03.2014
    • Chairing weekly meetings with senior staff. Management of agenda items, projects, tasks and delegation to senior staff of requirements and work functions
    • Chairing quarterly team meeting with all field services staff. Meetings performed to encourage 2 way communications and engagement with all field services staff. To inform the team of trends and goals from CIO and Exec Directors offices as well as development opportunities
    • Project lead liaising with Stakeholders, Project Management Office and Field Services project staff
    • Interview Panel hiring lead and panelist for GSE employment opportunities within Field Services team and other business units across Education

IT Consultant

Inspire IT Pty Ltd
03.2008 - 06.2009
  • System Administration and Maintenance in a Windows 2003 Server, 2000 and NT Server environment
  • Management of Microsoft Exchange 2003/2007 environments
  • Management, Troubleshooting and maintenance of Active Directory, Exchange and Network Infrastructure on multiple sites
  • On Site Visits to multiple sites and organizations
  • Backup solutions and configuration
  • Service Desk support / Helpdesk levels 1 and 2 for multiple clients and sites via Kaseya Managed Services portal, remote support for server environments and desktop users
  • Ticket system management via Service Desk Express, incident creation and management
  • Site and customer relocations of entire networks including Servers, Desktops and COMMs device
  • Setting up and testing of relocated equipment and post support
  • Networking installation, configuration and maintenance (HP ProCurve switching etc.)
  • Implementing, configuration and administration of a Windows environment (XP, 2000, Exchange 2003 and 2007, Windows 2003 Server, Office suite 2003/2007 etc.) troubleshooting and problem resolution
  • PC Roll outs
  • LAN environment implementations
  • Server Room environment maintenance, management and implementation
  • Responding, prioritizing and taking ownership of customer queries calls, offering recommendations for new and existing solutions with both hardware and software, offering trials and suggesting configuration for products to accommodate customers' needs and implementation
  • Network (Server and Desktop) Audits
  • Superior customer service and ensuring that our team members attend to our clientele and make sure that all their needs are met in a professional and courteous fashion
  • Building customer relationships through follow up visits, email and calls to assess customer satisfaction and other product needs

System Engineer

Commander Australia Pty Ltd
11.2005 - 02.2008
  • System Administration and Maintenance in a Windows 2003 Server, 2000 and NT Server environment
  • Management, Troubleshooting and maintenance of Active Directory, Exchange and Network Infrastructure on multiple sites
  • Scheduled Site Visits to multiple sites and organizations
  • Ad Hoc assignments including Rapid Response Service in accordance to customer Service Level Agreements, Hardware and Software implementation and troubleshooting of networks and infrastructure environments
  • Site and customer relocations of entire networks including Servers, Desktops and COMMs device
  • Setting up and testing of relocated equipment and post support
  • Networking installation, configuration and maintenance (HP ProCurve switching etc.)
  • Implementing, configuration and administration of a Windows environment (XP, 2000, Exchange, Windows 2003 Server, Office suite 2003/2007 etc.) troubleshooting and problem resolution
  • Helpdesk levels 1, 2 and 3 for multiple clients and sites
  • Blackberry support and maintenance
  • SOE Image creation and deployment via multiple products (RIS, Ghost and Altiris)
  • SOE and PC Roll outs
  • Implementing and administering Novell NetWare environments
  • LAN environment implementations
  • Server Room environment maintenance, management and implementation

Customer Service/ Sales Representative

TriComms Pty Ltd
11.2004 - 10.2005

Sales Representative

Discount Office Supplies and Equipment
03.2003 - 10.2004

Store Manager / Assistant Store Manager

Fila Sports Oceania / SM Brands
06.1999 - 02.2003

Customer Service Representative and Department Manager

Target Australia Pty Ltd
08.1995 - 06.1999

Skills

  • Customer Service
  • Relationship Building
  • Staff Management
  • Staff Supervision
  • Project Coordination
  • Project Support
  • Project assistance
  • Schedule Coordination
  • Work Planning and Prioritization
  • Document Management
  • Event Planning

Certification

  • ITIL v4 Foundations Certified
  • Microsoft Certified Professional
  • Microsoft Certified System Engineer
  • Certified Novell Administrator
  • Certified Help Desk Analyst
  • A+ Service Technician Certification
  • CompTIA Certification

Daytime phone

(02) 9069 4206

Personal Information

Driving License: Yes

References

  • Mr Adam Goaley, Head of IT Shared Services – Service Connect, Macquarie University

 Phone: 61 401 996 633, Email: adam.goaley@mq.edu.au

  • Mr Zlatko Pejovski, Service Relationship Manager Digital Field Services, Information Technology Directorate NSW Dept of Education

Phone: 0417 765 201, Email: zlatko.pejovski@det.nsw.edu.au

Hobbies and Interests

  • IT
  • Live Media Content and Broadcasting
  • Music
  • Basketball

Technical skills - Summary

  • Windows Server 2003/2008/2012 Server Management
  • Windows XP / Vista / 7 / 10 / 11
  • Administration and Maintenance of Active Directory, Azure Active Directory and Microsoft Entra ID
  • Exchange / DFS / DHCP / AAD
  • ITIL v4 Foundation
  • VMWare – Virtual Server and vSphere Management
  • Office365
  • Local Area Networks (LAN) – specification, design, implementation & administration
  • Intune, SCCM and Altiris Deployment Server Device Management – Builds, application deployment and Remote administration

Timeline

Lead Field Support Officer - Higher Duties/EOI

NSW Department Of Education
03.2023 - 12.2024

Manager, Field Services (Expression of Interest)

NSW Department Of Education
03.2014 - 03.2016

Lead Field Support Officer - Higher Duties

NSW Department Of Education
09.2013 - 03.2014

Coordinator Digital Field Services

NSW Department of Education
07.2009 - Current

IT Consultant

Inspire IT Pty Ltd
03.2008 - 06.2009

System Engineer

Commander Australia Pty Ltd
11.2005 - 02.2008

Customer Service/ Sales Representative

TriComms Pty Ltd
11.2004 - 10.2005

Sales Representative

Discount Office Supplies and Equipment
03.2003 - 10.2004

Store Manager / Assistant Store Manager

Fila Sports Oceania / SM Brands
06.1999 - 02.2003

Customer Service Representative and Department Manager

Target Australia Pty Ltd
08.1995 - 06.1999

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David Williams