Summary
Overview
Work History
Education
Skills
Languages
Work Availability
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Fredo Monty

Fredo Monty

IT Professional
Sydney,NSW

Summary

I Posses extensive work experience of more than 25 years in the field of Desktop Engineering, Networking, cloud Engineering ,Server/Systems and Security. I am a Creative and energetic Technical Support Specialist with broad based experience in hardware and software installations, Configurations and maintenance. Proven ability to successfully analyze an organizations critical support requirements, identify deficiencies and opportunities, and develop solution for increasing reliability and improving productivity.

Overview

19
19
years of professional experience

Work History

Cloud System Engineer

IT Managed Services
04.2019 - Current
  • Provide onsite support and work with our customers to troubleshoot complex hardware and software issues and replicate customer environments and network problems as needed to provide resolution
  • Supporting Office365 and Office 2016 applications such as Word, Outlook, Excel & PowerPoint
  • Strong troubleshooting, resolution & configuration skills of Windows 10/11 Professional operating systems and common PC brands
  • Office 365 Exchange Email administration
  • Good levels of network support capability (for PC’s and peripherals)
  • System Administration of Microsoft AD environments
  • Hardware repair, maintenance and configuration of existing and new hardware
  • Installing desktop systems and routine upgrades
  • Supporting and identifying any detected incidents and maintaining incident reports
  • Running diagnostic tools and resolving all technical problems
  • Printer Setup, Print Server Configuration, SMTP Configuration and Network Setup
  • Monitor applications systems, spotting any problems and raising problems where necessary
  • Manage the IT Helpdesk tickets received in the ticketing system and by phone Autotask/Teams
  • Installation and configuration of new hardware and software
  • Documenting processes and practices, known issues, solutions and common troubleshooting procedures
  • Azure AD, Server Maintenance, Backup, File restoring, etc…
  • Mail Filtering System Barracuda Administrations
  • Remote Connection as per Requirements Datto/TeamViewer
  • Remote Desktop Connection Setup and Recovery
  • RDS and Cloud Solution and Assistance
  • Server Upgrades/ Patching (Azure)
  • Interstate Migrations for Venues, Including 4G Router Setup, Phones, Eftpos, PC upgrades etc.
  • Managing all aspects of IT requirements for External & Inhouse Clients, Interstate/ International Stores

End User Computing Specialist

Vanguard Investments
01.2019 - 04.2019
  • Support of all Company Software and Windows 7/10 configuration
  • Allowing Remote Connection to Existing and New Desktops for Backup and Recovery
  • Arrangements of Deployment: Bare-Metal/Ad-Hoc/Scheduled Migrations according to company’s Cost Centre
  • Arrangement of Desktop Relocation and assembly as per clients needs
  • Excellent organizational skills, strong time management -attention to details
  • Publishing and maintaining support documentation for knowledge base
  • Pre Migration Setup and Configuration/Post Migration Check List/Configuration
  • Install, upgrade, support and troubleshoot SOE operating systems and any other authorized applications
  • Windows 10 Migration Assembly/Setup/Management & Support
  • Install, upgrade and troubleshoot problems associated with network, hardware and any other authorized peripheral equipment
  • Coordinating resolution of issues beyond scope with the next level support
  • Responsible for tracking hardware and software inventory-Asset Management-Auditing
  • Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner
  • Excellent communication skills and Email/Telephone manner
  • Strong knowledge of SCCM, Active Directory, Networking and Server Administration
  • Excellent technical knowledge of PCs (emphasis on Windows 7/10 and Office 2010/2016), mobile devices, and hardware
  • Familiarize/Train end users on basic software, hardware and peripheral device operation
  • Creating a positive customer support experience and building strong relationship with staff members
  • Assisting in all areas of desktop hardware & Software rollouts

Desktop Deployment and Support

Mercedes Benz
07.2018 - 01.2019
  • (Contracting Through Hays)
  • Windows 10 Migration Assembly/Setup/Management & Support
  • Support of all Company Software and Windows10 configuration
  • Arrangements of Deployment: Bare-Metal/Ad-Hoc/Scheduled Migrations
  • Pre Migration Setup and Configuration/Post Migration Check List/Configuration
  • Install, upgrade, support and troubleshoot SOE operating systems and any other authorized applications
  • Install, upgrade and troubleshoot problems associated with network, hardware and any other authorized peripheral equipment
  • Coordinating resolution of issues beyond scope with the next level support or external vendors
  • Responsible for tracking hardware and software inventory
  • Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner
  • Excellent communication skills and telephone manner
  • Strong knowledge of SCCM, Active Directory, Networking and Server administration
  • Excellent technical knowledge of PCs (emphasis on Windows 7/10 and Office 2010/2016), mobile devices, and hardware
  • Excellent organizational skills, strong time management and an attention to details
  • Publishing and maintaining support documentation for our knowledge base
  • Familiarize end users on basic software, hardware and peripheral device operation
  • Creating a positive customer support experience and building strong relationship with staff members
  • Assisting in all areas of desktop hardware & Software rollouts

Technology Support Specialist

Seyfarth Shaw LLP
01.2017 - 07.2018
  • Managing Citrix session for users ’Cisco Director”
  • Managing Citrix Remote Connection for home users
  • Managing Cisco Integrated Management Controller
  • Video Conferencing support and setup “Cisco TMS”
  • IP Phones and Headset Setup and Configuration “Cisco CUCM”
  • Call Logging through ticketing system “HEAT”
  • Superb Communication Skills using Telephone/Emails/Cisco Jabber
  • WebEx Support and Setup and assembly of all meeting equipment
  • File/Storage Support “Kiteworks”
  • Managing and administrating users in AD “Active Roles”
  • Working closely as a team with all areas of IT to overcome incidents
  • MS Exchange/Outlook 2010/16 support
  • IBM Lotus Notes Setup and troubleshooting skills
  • Arranging Security Tokens “Grid Console”
  • Supporting users using FileSite and DMS “Outlook Integrated File System”
  • VIP Support-Attending National /International IT Meetings and Communicating advance technical issues
  • Desktop Support/Hardware Setup and assembly of new Desktops and Laptops” Network Patching”
  • Building machines and deploying required software via Altiris & SCCM
  • Backup and Migration of all Desktop/Laptops from Win7 to Win10
  • Asset management
  • Other Duties Included:
  • Provide high-quality and customer driven desk-side technical support within local offices
  • Troubleshoot issues from in-bound telephone calls directed to the National Service Desk
  • Share support service as the technology liaison for the Firm’s international offices (Shanghai, Hong Kong and London)
  • Be responsible for all of the local office Audio Visual needs, from setting up conference rooms to scheduling/checking into Video conferences
  • Ensure all office integrated conference rooms are kept in working order
  • Use of incident management system to properly document and escalate issues as they are reported
  • Adhere to incident management, problem management, change management, and knowledge management best practices
  • Proactive learning of current and newly released applications
  • Keep up to date on emerging and competitive AV/VC technology
  • Collaborate within the larger IT support team, as well as extended IT organization to ensure the highest level of customer support and resolution
  • Seek and identify opportunities to enhance the clients experience with the Firm’s technology
  • After hours’ availability to assist with client service delivery, system maintenance, Migrations, power outages as needed
  • CED-PL Communication and electronic developments

IT Technical Support Engineer

07.2015 - 12.2016
DefragmentationAutotaskAutotaskCapitanovirtualizeEsxi
  • Network service and support for servers and workstation equipment
  • Advice on the purchase and configuration of all equipment
  • Installation and setup of home office networks for professionals
  • Desktop Support, Configuration, Setup of new and existing iMac's, MacBook Pro's, iPad, iPhone
  • Supply and setup of wireless networks and Hardware/Software Equipment
  • Axis Wi-Fi Camera Setup and maintenance
  • Delivery of communication infrastructure (Cabling, ADSL connection etc...)
  • Delivery of Support Agreements and Regular Maintenance
  • IT Consultancy + Project ManagemeAutotaskli>SLA and call Logging using Autotask
  • Corporate IT Relocations
  • Network Design & Implementation
  • Network Administration
  • Desktop applications support
  • Server maintenance and virtualization using “VMware VSphere etc...”
  • Supply and installation of Computer Hardware and Software
  • Disaster recovery strategies and backup plans Storage Craft /Shadow Control/Shadow protect/Image manager
  • High Speed permanent internet connections
  • E-Mail Solutions, Facsimile Solutions, Printer Solutions
  • Remote computing from home offices for management and staff using SSL VPN
  • Support & installation of all pathology and medical software as per request
  • SonicWALL Firewall Configuration and setup, filtering etc..
  • Advance Microsoft Exchange Skills (Exchange Management Shell/Console)
  • Advance Skills using MAC's within different client sites including experiences of all applications and software, Troubleshooting, File Sharing

Service Desk Analyst

HEALTHSCOPE
05.2015 - 07.2015
  • Use excellent communication and interpersonal skills for Troubleshooting
  • Perform 1st and 2nd level support for internal and external end users
  • Work as effective member of team of 10 to facilitate the needs of endures across multiple sites
  • Managing and supporting the service desk when manager is away
  • Updating and recording of information on computerized systems
  • Incident reporting and ticket servicing as per company’s strict QA guidelines and policies
  • Use excellent problem solving skills to provide end to end solutions
  • Citrix, VPN, AD, Exchange, Win7 environment, Citrix app management
  • Printer troubleshooting and support
  • Supporting IPhones’ and Tablets
  • Customer Service

IT Technical Support Analyst

ESH Group, Holdings
03.2015 - 05.2015
  • Processing customer phone calls and Tickets/Emails using Track It
  • Monitor and assess tickets to ensure all tickets requiring escalation are actioned in a timely manner
  • Identify, record and solve problems, following the appropriate process and procedures
  • Ensuring all incidents, requests and problems are accurately logged into the ticketing system
  • Checking authorization and ensuring the correct processes and procedures are followed and recorded
  • Complying to processes and procedures
  • Resolve and log internal business support calls, emails, tickets and queries
  • Troubleshoot Active Directory User Accounts, create new user’s/edit users, Finalize Terminations
  • Exchange Shared Mailboxes and Distribution List and Security Groups to Modify/Create Full Permission’s/ Mail Flow Settings Delivery Restrictions through the Exchange Management Console etc..
  • Create ESS accounts through Web based portal (Security Token Authorization)
  • Troubleshoot all Desktops/Laptop through Citrix Internally or Remotely Via VNC
  • Installation and setup of Desktop Hardware and Software Deployment, Mapping File server for software installation
  • Network patching connections
  • FastTrack (Skill Base & Recruitment manager)
  • STARTRACK web portal for Postage of hardware externally
  • Managing Printers and multifunctional devices through AD & (Web Image Monitor)
  • PABX Support for (Ericsson)
  • Providing Superb customer service and support for client’s systems and functions to staff via Email, Phone and face to face
  • As a subject matter expert, maintain and continually improve the delivery and support of windows/server and administrative systems
  • Provide guidance, information and advice to staff as required
  • Apply and develop industry best practice frameworks to our client’s unique environment wherever possible
  • This will include ITIL & Project Management methodologies
  • Actively apply, develop and identify common sense practical and business area concepts and issues
  • Liaise with external stakeholders such as suppliers and vendors
  • Continually learn and develop professional technical and soft skills that are relevant to this role.

IT Technical Support Analyst

Tiger air Australia
02.2015 - 03.2015
  • Provide remote and onsite support to all staff, users & flight crew
  • Take ownership of all assigned tickets -log, track, report; follow up on all technical issues
  • Hardware moves adds and changes including relocations and configuration as per requirements
  • Working with service providers to perform administration and support of all LAN and WAN environments at Tiger air, across Australia
  • Troubleshooting of in-house Software/PC’s, printers, smartphones & other endpoint devices
  • Liaise with multiple managed service providers to effectively and efficiently resolve all logged incidents against contracted SLA’s
  • Involvement in projects and associated activities as required
  • Providing desktop support in a highly complex and heavily outsourced operating environment
  • Maintaining in planned and unplanned outages agreeing and communicating change Notifications as required
  • Incident management experience in a complex environment working closely with Service providers
  • Cisco Any-connect secure mobile setup and support
  • Providing desktop support in a Microsoft operating environment including Office 365
  • Apple mobile and tablet device support
  • Strong written and verbal communication offering high levels of customer service to internal and external stakeholders
  • Provided and introduced the Dell factory image for rebuilds and also local images for fast Laptop/Desktop Rebuilt schedules
  • Arranged and introduced Imaging from CD's to an offline imaging system (HD/SRV) for a very important section of the company requiring backup process to overcome downside website scenario needs
  • ITIL V3 foundation
  • VPN Setup and Support

Desktop Support Engineer

United Mortgage PTY LTD
06.2011 - 01.2015
  • Windows upgrades, hardware upgrades and Desktop Issue Diagnosing
  • Support administration and tuning of all Microsoft products including windows 8
  • Support of Networking-Printers-Faxes & Cisco IP Phones
  • Support Installation and configuration of application software
  • Preparation of technical documentation, user guides and standard operating procedures for end users
  • Provide support of Blackberry and iPhone mobile phones
  • Manage and configure Active Directory users, security, groups and policies
  • Provide Level 1 and Level 2 Application Support.

Technical Support Analyst

Homelinx/Prologic
08.2010 - 06.2011
  • Providing application/Desktop support/setups
  • Working with IIS servers, setting up Websites for clients and managing their needs for advertisements
  • Managing their emailing systems and Exchange needs
  • Providing on call services
  • Providing firewall settings through port forwarding
  • Helping to setup different server racks etc..
  • Servicing PC’s and Laptops
  • Fixing Hardware issues for clients such as different schools
  • Providing 1 & 2 level helpdesk as well as setting up wireless networking for clients
  • Helping the Service-Desk into achieving better knowledge and providing Documentation and support when needed
  • Managing the in-house Homelinx box for internet/telephone/Video on demand through web portal
  • Setting up switches for individual speeds as an ISP requirement for Homelinx
  • Setting up phone numbers and allowing/authorizing telephone usage

Server Security Administrator

BT Financial Group
04.2008 - 08.2010
  • Providing Secure Access through SQL Database /Active Directory
  • Active Directory Provide Security Access
  • Support through Outlook/Exchange serve and IP Phones etc..
  • Working closely with the infrastructure server/ Desktop Support team to overcome issues in a timely manner
  • Ability to setup/Assign Outlook Fax Numbers to individual users
  • Ability to setup different Power User accounts
  • Ability to use call logging systems to update/log/priorities
  • Ability to setup Account access through SQL server management studio
  • Ability to setup Advanced database accounts access through application called BATS
  • Ability to Setup Read/Write/List permissions to the individual shared folders
  • Ability to work with the Server advanced command prompt to setup office communicator
  • Ability to setup RRS security token access (R3 Global Dialing)
  • Control and compliance of the global security administration
  • Ability to interact with all levels of the business and co-ordinate day-to-day activities
  • Creating and verifying (New Starters) and existing user accounts, compliance reviews, and management of updates
  • Creating Access throughout a wide variety of software which is required by the end users such as in house Applications and Emails (Application and resource Mailboxes) (DL’s & ACL’s) through individual servers using VMware etc..
  • Access control List, Distribution lists, Email Archiving Vault Store etc..
  • Terminal Services-Client connection (ControlM managers account creation) through Unix
  • Ability to discuss and explain technologies and work with Desktop Support when needed on the high volume calls
  • Practical experience in Windows Active Directory and LDAP security
  • Ability to work as a team member to manage the areas effect more efficiently.

IT Helpdesk Analyst/ Support Engineering

VEDIOR Asia Pacific PTY LTD
06.2007 - 08.2007
  • Providing Client Support & first class customer service
  • Prioritizing, Superior Written and verbal communication and problem solving skills
  • Working with Active Directory, Permissions/group policy
  • Trouble shooting Outlook Supporting office applications and windows operating systems
  • Working with Web Marshal and Mail Marshal Admin for security requirements
  • Using Remote Access Products such as Citrix, Proxy, Remote Desktop, BBT, Instant Messenger, VPN, working with Desktop support team to overcome issues remotely.

Desktop Engineer / Field Engineer

ASG Group, Hutchison Managed Services
05.2007 - 06.2007
  • Work Cross-functionally with peers to develop and influence consistent practices -related to clients, User Support, Desktop and Software Rollouts
  • Ensure all communication to the Service Desk is within a timely manner
  • Working with hardware & Communication Systems
  • Providing daily Leadership to IT support
  • User training and assisting with other company’s wide projects
  • Novell Administrations and Desktop work/Desktop Support
  • Troubleshoot all desktop / laptop / Blackberry issues and liaise with hardware vendors for repairs and support
  • Working with remedy for call queries and managing assignments and projects
  • Auditing all aspects of the internal and external Hardware for Ericsson offices including
  • DELL and HP.

Technical User Support Analyst

Medtronic Australasia PTY LTD
08.2006 - 04.2007
  • Desktop Support, Resolve problems and provide assistance
  • Ensure that systems conform to international and local standards
  • Ensure the appropriate backups are performed
  • Provide or co-ordinate software, projector, and/or videoconference training as necessary
  • Call Logging Through (remedy)
  • Work and cooperate as required with other IT staff supporting Company’s national services
  • Maintain Documentation, Procedures and Registers
  • Order Products & ensure all communication to the Service Desk is within a timely manner
  • Support for PDA’s & Blackberry’s/Mobile Devises…
  • Setting up emails devices using GSM/GP

01.2005 - 01.2006
  • Network/Software Engineering
  • System implementation, Supporting and handling their in-house products such as
  • Terminators, All CMSIP Products, printing software’s such as PCOUNTER & PHAROS
  • Support Network issues involving printing such as troubleshooting LAN/ WAN and network devices and components in Microsoft technologies
  • Having to work with SQL database for CMSIP which involves SQL database to talk to CMSIP and connection to pharos station or P-counter
  • Backing up CMSIP/MSDE Databases, Providing Helpdesk to all clients
  • Having to schedule times with the hardware team so time management can be influenced
  • Working with Microsoft exchange and outlook to handle my emails and appointments

Education

Advanced Diploma -

Crow’s-nest College
SEP05

Certificate IIII in System Networks and hardware -

Crows Nest College
NOV04

Certificate II+III in sys/networks -

Randwick Campus
JAN03

Certificate I in work skills -

Randwick Campus, Fitness Institute Australia
APRIL 01

MCSE Messaging -

MIS
2003

Sys/Net/Admin 100% Network Certificate III 100% Hardware Certificate IIII 100% -

2003

100% MCSE Messaging -

2003

CCNA Studies Taken -

MIS Ultimo
2003

Fitness Core Program -

Fitness Institute Australia
1998

Skills

  • Skill Set Summary:
  • I Posses extensive work experience of more than 25 years in the field of Desktop Engineering, Networking, cloud Engineering ,Server/Systems and Security I am a Creative and energetic Technical Support Specialist with broad based experience in hardware and software installations, Configurations and maintenance Proven ability to successfully analyze an organizations critical support requirements, identify deficiencies and opportunities, and develop solution for increasing reliability and improving productivity
  • Professional:
  • Superb Oral and Written Communication Skills, Problem Solving, Advanced Technical Support Skills, Customer liaison, Time Management, Training & Documentation, Server/Virtualization Skills, Analytical and critical thinker, Fast learner, Expert in Disaster recovery, Proper use of call logging systems such as Heat and Service Now
  • Applications/Software:
  • Microsoft Applications: Office 2016/365, Active Directory, SQL 2005/08, VMware, VSphere, Esxi, Ability to virtualize servers and networks, Win7-Win8-Win10/11 Windows SRV 2008-16,O365 Exchange Server/Power Shell, Mac OS X/EL Capitano, Oracle, Novell, Citrix, Basic Linux, IBM Lotus Notes- Shadow-Protect, Avast Business Cloud care, Trend Micro, Ability to install maintain & troubleshoot Operating Systems Server/Workstation platforms, Ability to use logging software such as Remedy, Service Now, Autotask Ability to work with any kind of manageable software & troubleshoot/problem-solve any application Software, SCCM & Software Centre experience for Migration and installation, Defragmentation, Server accounts renewal, MSDos: MSconfig, Ipconfig, Tracert, Netstat, Azure AD, Azure Server maintenance/Backup/Restore
  • Web:
  • DNS, DHCP, IIS, MS-toolbox, Active Roles, Mail Server Configuration and setup eg Barracuda, FTP, Terminal Server, SSL VPN, Web Site Designing and hosting, Photoshop, Advance Html, Web mail testing and setup/configuration
  • Hardware:
  • Ability to install a component from motherboard eg PC/Laptop/Server, Ability to attached peripheral equipment eg Printers, Modem, Faxes, Ability to troubleshoot & Problem Solve iPhone/Android/IPad/handheld Devices/Smart phones, Ability to troubleshoot Multi-Functional devices such as Printers/Faxes/Scanners Being Able to Repair and Maintain, being able to Image Servers,Laptops/PC’s Surface Pro’s from USB or PXE or shared storage
  • Networking:
  • Ability to share files and printers within a secure network or externally, NAS Configurations and -backup options through various backup software such as shadow protect
  • Cisco Switches/Router’s, SonicWALL’s, Any manageable Firewalls, Axis Wi-Fi Camera Setup and maintenance, Wireless Devices such as routers, Hub’s & Access Points, Ability to add nodes, Create IP addresses, Manage Queues, Create user accounts , Setup Security, Setup DNS, DHCP, Remote Server, Terminal Server, App Servers, Print Servers, SSL VPN, Setup domains OU’s AD Skills
  • Ability to mix Mac PC’s to windows networking environments
  • Ability to troubleshoot any wired or wireless network through the 7 network layers Network patching, Manageable Switches/Routers etc…
  • Troubleshooting and Diagnosis
  • Software Installation and Maintenance
  • Virtual and Cloud Technologies
  • Technical Documentation and Reporting
  • Disaster Recovery Planning
  • Team Training
  • Critical Thinking
  • Verbal and Written Communication
  • Attention to Detail
  • Technical Support and Assistance
  • People Skills
  • Supervision & Leadership
  • Team Management
  • Friendly, Positive Attitude
  • Reliable & Trustworthy

Languages

German
Professional
Persian
Full Professional
English
Native/ Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Cloud System Engineer

IT Managed Services
04.2019 - Current

End User Computing Specialist

Vanguard Investments
01.2019 - 04.2019

Desktop Deployment and Support

Mercedes Benz
07.2018 - 01.2019

Technology Support Specialist

Seyfarth Shaw LLP
01.2017 - 07.2018

IT Technical Support Engineer

07.2015 - 12.2016

Service Desk Analyst

HEALTHSCOPE
05.2015 - 07.2015

IT Technical Support Analyst

ESH Group, Holdings
03.2015 - 05.2015

IT Technical Support Analyst

Tiger air Australia
02.2015 - 03.2015

Desktop Support Engineer

United Mortgage PTY LTD
06.2011 - 01.2015

Technical Support Analyst

Homelinx/Prologic
08.2010 - 06.2011

Server Security Administrator

BT Financial Group
04.2008 - 08.2010

IT Helpdesk Analyst/ Support Engineering

VEDIOR Asia Pacific PTY LTD
06.2007 - 08.2007

Desktop Engineer / Field Engineer

ASG Group, Hutchison Managed Services
05.2007 - 06.2007

Technical User Support Analyst

Medtronic Australasia PTY LTD
08.2006 - 04.2007

01.2005 - 01.2006

Advanced Diploma -

Crow’s-nest College

Certificate IIII in System Networks and hardware -

Crows Nest College

Certificate II+III in sys/networks -

Randwick Campus

Certificate I in work skills -

Randwick Campus, Fitness Institute Australia

MCSE Messaging -

MIS

Sys/Net/Admin 100% Network Certificate III 100% Hardware Certificate IIII 100% -

100% MCSE Messaging -

CCNA Studies Taken -

MIS Ultimo

Fitness Core Program -

Fitness Institute Australia

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