Alexis Frazer-Walmesley
Mount Torrens,SA
Summary
I am a highly motivated and experienced IT professional with several years of hands-on experience monitoring and servicing systems and troubleshooting equipment. Analytical and logical team player recognised for handling tasks quickly and accurately. Comfortable working collaboratively within a team, assisting clients and stakeholders or working independently without supervision.
Highly skilled in upgrading and implementing a range of ICT programs, providing easy to understand training and support to a range of users.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Managed Services Technician
iseek Computing
Littlehampton , SA
01.2023 - Current
- Planning and implementation of new IT solutions, including hardware, software, and network infrastructure as a part of a team or autonomously (as required).
- Create and maintain technical documentation and standard operating procedures (SOPs) for clients in an easy to understand format for a range of software
- Provide technical support to clients, including troubleshooting and problem resolution for hardware, software, and network issues
- Coordinate and manage vendor relationships, including procurement and maintenance of hardware and software
- Manage and maintain servers, workstations, and network infrastructure for clients, ensuring high availability and reliability
- Business continuity and disaster recovery
- Deliver security awareness training to clients through ad-hoc support and automated scheduled training.
- Provide Level 2 & 3 support for iSeek Computing software stack including: Hyper-V, Windows 10 & 11, Microsoft Office suite, Microsoft 365 Admin, EntraID, Exchange Online, 3CX VoIP, Breeze Connect, WatchGuard firewalls, Ubiquity switches and WAPs, domain management.
- Upgraded Active Directory and Domain Controller servers
- Migrated on-prem active directory services and exchange on-prem services to Microsoft 365 cloud and maintained hybrid sync.
- Migrated Microsoft 365 users between Microsoft tenancies, capturing all existing Teams chats, Outlook Data, OneDrive Files and SharePoint Sites.
ICT Training & Support Officer
Klose’s Supermarkets & Cellarbrations
Adelaide Hills, SA
01.2020 - 01.2022
- Played a pivotal role in supporting the business by delivering high quality ICT training and support to head office team members and store management teams
- Created a new support training document template to update existing outdated training support documents and to create new training support documents against the template, resulting in improved consistency and quality of training materials
- Conducted training of new staff both onsite and remotely, and created/maintained training documents to support ongoing learning and development
- Created and updated ICT system documentation and processes for future ICT hires to use, streamlining their onboarding process and training
- Championed and implemented new payroll/rostering/employee management system, combining three previous systems into one, resulting in significant time savings and efficiency gains
- Assisted IT Systems Manager with ICT system setup at new Nairne location for Foodland and Cellarbrations stores, ensuring that new systems were fully integrated with existing IT infrastructure
- Developed and implemented an ICT ticketing system to improve incident and request handling, including the automation of ticket raising from emails using Microsoft’s Power Automate
- Provided Level 2 & 3 ICT support and Systems Administration services, including account creation and maintenance, Hyper-V, Windows Server 2008/2012/2019, Outlook Exchange On-Prem & Security Gateway, Sophos Firewall\EndPoint
- Created and maintained BAU processes, including Asset Management documents, EOL documents, UPS, and backup testing schedules, ensuring high availability and reliability of IT infrastructure
Service Desk Analyst – Level 1
NEC Australia
Adelaide, SA
01.2019 - 01.2020
- Provided Level 1 & 1.5 technical support to Transport NSW and ensured that their IT systems operated efficiently
- Developed and updated technical documentation, including procedures and user guides for internal and external use
- Trained new Service Desk Analysts on the job and conducted regular knowledge-sharing sessions to improve the team's performance
- Provided excellent customer service and built strong relationships with customers, resulting in positive feedback and increased customer loyalty
- Responsible for managing phone calls, delivering Level 1 technical support, and escalating issues where necessary
- Was selected to be a part of the email team, providing support to customers through our email and live chat portal
- Assisted customers in troubleshooting and resolving technical issues through remote access tools such as TeamViewer and Remote Desktop Protocol
- Coordinated with Level 2 and Level 3 teams to resolve complex issues and ensure customer satisfaction
- Maintained and updated incident tickets with accurate and detailed information to ensure seamless communication across teams
Education
ITILv4 Foundations
ACGC
Adelaide SA08-2024
Certificate IV Systems Administration (Cloud Computing) -
Australian Institute of ICT (AIICT)
01.2023
Recreational Pilots Licence (RPL)
Aerotech
Murray Bridge Airfield 12-2024
Skills
- User Training
- System Installation
- Customer Service
- Equipment Maintenance
- Performance Improvement
- Written/Verbal Communication
- Works Well Under Pressure
- Documentation And Reporting
- System diagnostics
- Network Administration
- Program Support
- Troubleshooting and diagnosis
- Project Support
- Deadline-oriented
Affiliations
- Flying - working towards recreational pilots license
- Sustainable gardening
- Hiking and cycling
- Boardgames and computer games
Accomplishments
- University Course Scholarship - Digital Forensics and Electronic Discovery
University of Information Technology - Ho Chi Minh (Saigon) City, Vietnam - Completed 2015 - NEC Australia - Achieved a call quality score of 96.75% in the first six months, based on
communication, troubleshooting, technical knowledge, and accuracy in ticket
logging.
Certification
- Drivers License (Class C)
References
References available upon request.
Timeline
Managed Services Technician
iseek Computing
01.2023 - Current
ICT Training & Support Officer
Klose’s Supermarkets & Cellarbrations
01.2020 - 01.2022
Service Desk Analyst – Level 1
NEC Australia
01.2019 - 01.2020
ITILv4 Foundations
ACGC
Certificate IV Systems Administration (Cloud Computing) -
Australian Institute of ICT (AIICT)
Recreational Pilots Licence (RPL)
Aerotech
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