Summary
Overview
Work History
Education
Skills
Tools And Platforms
Earlier Roles
Suitability Statement
Timeline
BusinessAnalyst

James Ryrie

Dubbo

Summary

To successfully obtain a role within a dynamic business which will allow me to combine and apply my training, excellent customer service and relationship building skills with my passion for Information Technology in order to progress within this industry and become an asset to your company. Whilst developing and utilizing interpersonal skills to guide, motivate and develop staff to work together in achieving business goals in line with the strategic direction of the business.

20 years of Information Technology and Services training and experience specialising in support and project management across server, desktop and network environments and telephony systems.

Overview

25
25
years of professional experience

Work History

Field Service Engineer

Regional Technical
10.2023 - 03.2024
  • Provided technical support to troubleshoot, repair and maintain operational efficiencies in ATM, EFTPOS, Self Check-out and Cash Management machinery.
  • Tested equipment performance and demonstrated operation and servicing of equipment to customer.
  • Checked safety practices and integrity of PPE.
  • Managed administrative tasks such as maintaining customer service logs and internal service records.
  • Updated and maintained assigned machines per manufacturer specifications.
  • Maintained tools and equipment, parts inventory, and library of machine manuals.
  • Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
  • Scheduled service calls according to customer location and urgency of need.
  • Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.

Senior Systems Support

NSW Department Of Education
11.2022 - 02.2023


  • Diagnose and resolve ICT incidents and issues via remote-support tools, telephone and on-site support
  • Provide and maintain ICT support services in accordance with the Department’s standards, policies and operating procedures and agreed service levels
  • Participate in the deployment, maintenance and improvement of the Department’s standardised ICT systems
  • Provide operational technical advice to NSW public schools and departmental offices in accordance with the Department’s standardised ICT technologies, policies and operating procedures.
  • Contribute to the improvement of ICT services to NSW public schools and Departmental offices through the escalation of relevant incidents, requests and problems
  • Provide advice to principals, managers and others about the Department’s standard ICT technologies and services to assist their decisions about effective use of available equipment
  • Maintain accurate records in accordance with Departmental protocols.
  • Proven ability to learn quickly and adapt to new situations.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Applied effective time management techniques to meet tight deadlines.
  • Self-motivated, with a strong sense of personal responsibility.

Systems and Technology Co-ordinator

Moxey Farms
01.2022 - 11.2022
  • Maintain all Information Technology Systems, Networks and Telephony across the Moxey Farms 'The Angle' Dairy and Orange head office locations.
  • Researched and provided advice on all IT upgrades and implementations across the business.
  • Liaise between contractors, management and staff to ensure timely and efficient delivery of all required projects.
  • On site support, direction and advice for IT support providers.
  • Network infrastructure analysis and advice on upgrade pathing and security concerns.
  • Provide connectivity solutions for farm equipment and network infrastructure and oversee the implementation by third party contractors and providers.
  • Critical business device analysis, monitoring and redundancy implementation.
  • Planning of future network and infrastructure upgrades to combine multiple obsolete systems.

IT Analyst

Thermo Fisher Scientific
10.2012 - 12.2021
  • Maintain Server & Network Infrastructure for all NSW and QLD sites.
  • Including Servers, Switches, Routers, SANs, and UPS.
  • Manage and monitor server disk space, CPU, and RAM usage.
  • Manage monitor and test backups of all servers.
  • Support critical Application uptime to 100%.
  • For hardware refresh;- analyse & plan requirements, get quotes, and track deliveries.
  • Major Incident Management follow ups.
  • Prepare the Infrastructure diagrams for any new sites.
  • Level 2 - Helpdesk Tickets Management.
  • Ensure joining and leaving process was followed as per SOP for all onboarding and offboarding.
  • Aim for end-user downtime of 60 mins only for all logged issues.
  • Maintain Equipment, Mobile, iPad, Infrastructure registers.
  • Perform weekly audits on all registers and tickets and submit detailed reports to senior management.
  • Adhere to 100% SLA's.
  • Log and follow the life of all projects and change requests across all supported sites.
  • Arrange and attend all required meetings for project planning.
  • Submit project plans to management and relay feedback to affected staff members and clients.
  • Follow up with all involved parties and ensure prompt responses from affected project personnel.
  • Submit project report upon completion to relevant parties including all necessary documentation.
  • Communicate to affected end users and clients, beginning, duration and completion of all projects.

IT Communications Project Contract

Royal North Shore Hospital
09.2012 - 10.2012
  • Upgrade phone system to IP Telephony in preparation for hospital relocation.
  • Install and configure cisco IP telephones.
  • Install cisco switches into racks.
  • Patching all ports to new switches.
  • Training users on use of new telephones.
  • Provide desktop support in between projects.

Rollout Engineer

Primary Health Care
04.2012 - 09.2012
  • Conduct I.T audits to determine upgrade processes and requirements.
  • Order and arrange delivery of new equipment.
  • Create ghost images for each new medical centre using Norton Ghost.
  • Record serial numbers and database all new equipment.
  • Install and configure new IT equipment on site (Windows XP desktops, Windows Server 2003, 2008 Servers, HP Printers and Scanners, Network Switches).
  • Upgrade servers to latest version of Medial Director and Pracsoft.
  • Test new system prior to cut over.
  • Provide on site support pre and post cut over.
  • Removal of old items from Active Directory.
  • Removal of old IP address leases from DHCP.
  • Senior field technician duties between rollouts. (Support of Windows 7/XP/Server 2003/Server 2008 environments, Dell and HP servers, Cisco switches).
  • Replacement of server/network hardware.
  • Setup and configuration of wireless access points.

Systems Support

Unicard Systems
08.2011 - 07.2012
  • Diagnose software and hardware problems.
  • Implementation of Fargo printers and AsureID software.
  • Remote desktop to clients PC's to diagnose and repair faults.
  • Be ready to assist staff with IT related problems when called upon.
  • Track, prioritize and document requests in Netsuite.
  • Install and configure new computers and other IT equipment (Windows 7/XP, Server 2003/2008 and SQL).
  • Repair and upgrade different types of computers (software and hardware).
  • Identify problems and repair printers, copiers and scanners.
  • Keep track of IT supplies and equipment.
  • Perform regular updates of servers and desktops.
  • Build and install cables in the company.
  • Research and learn about new software in the market that relates to the organization's functions.
  • Play an active role in facilitating the development of the relationship between Unicard and the end users.
  • Maintain up-to-date knowledge of existing applications and upgrades in the areas of direct responsibility.
  • Providing support for team decisions ensuring the results contribute positively to the companies goals.
  • Recognising and responding effectively to unexpected situations; handling crises and stress calmly and effectively; responding to tight time deadlines.

Technical Support Officer

e.law
05.2008 - 10.2010
  • Installation and management of electronic court rooms.
  • Setting up and troubleshooting desktop PC's, networked to Windows Server 2003/2008 environment running SQL. Ensuring each user is provided with the appropriate logins, network storage and access.
  • Providing support and assistance in day to day running of the courtroom including uploading daily documents to a SQL, Ringtail or Summation database, performing routine backups and producing daily client reports.
  • Maintaining and supporting a website for each project ensuring all records are kept up to date with daily additions and mirrored with the on-site server.
  • Liaising with clients and our own paralegal team to ensure all documents and records are received, in order and available in a timely manner.
  • Providing database conversions for clients between the differing legal database software available. Including: Ringtail, CT Summation and CaseVantage.
  • Preparing database usage manuals and training for new clients and employees.
  • Providing ongoing onsite and over the phone support 24/7.

Systems Support

NSW Department of Health
03.2008 - 04.2008

IT Operator

Rabobank
01.2006 - 10.2007
  • 1st & 2nd level support for UNIX and Windows applications for over 500 internal clients across Australia and New Zealand.
  • Providing face-to-face and phone support using HEAT call logging software, assisting users with problems using remote dial in equipment or over the phone communications.
  • Assisting users with all types of IT queries from password resets to hardware installation.
  • Executing scheduled IT operations tasks in accordance with standard operating procedures.
  • Maintaining and patching HP, SUN and Dell servers across UNIX, HP/IX and Windows platforms.
  • Producing daily reports and analysis outlining current network status, major events, special instructions, environmental status and any other information required to ensure management is kept up to date.
  • Installation and maintenance of desktop PC's whilst ensuring all required software is installed and up-to-date.
  • Providing after hours 1st and 2nd level support outside the normal operating hours of the Help Desk.
  • Maintaining user accounts with Active Directory and ensuring new staff are set up with logons on start dates and ex staff are removed on leaving dates.
  • Ensuring IT operations & support infrastructure is insulated from unauthorised access, virus infection or any other security vulnerabilities.
  • Managing/co-ordinating storage needs on a daily basis, ensuring there is always an adequate number of tapes both onsite and at disaster recovery site. Monitoring of overnight backups using Veritas Netbackup.
  • Keeping knowledge base up-to-date using Sharepoint and Wiki by preparing work instructions and manuals for new systems, ensuring new users have adequate training and documentation.

Financial Support Officer

MLC
05.2004 - 01.2006

Customer Service Representative, Salesforce

Readers Digest Project
02.2003 - 05.2004

Customer Service/Sales and Computer Technician

Riverdale Electronics and Zoo Computing
03.1999 - 01.2003

Education

Certificate III -

Information Technology

Certificate IV - undefined

PC Support

Skills

  • ITIL Certification
  • CCNA Certification
  • Certificate III Information Technology
  • Certificate IV PC Support
  • Windows O365
  • Desktop and Server
  • Ubiquity
  • Service Now
  • Veem/Acronis/Norton backup solutions
  • IOS
  • Android
  • Google Cloud and Suite
  • Active Directory
  • Group Policy
  • Cisco IOS
  • Linux
  • Unix
  • VMWare
  • Virtualisation
  • MacOS
  • SQL
  • Network installation
  • Documentation
  • Project management
  • Supplier relations
  • Customer management
  • Systems analysis

Tools And Platforms

Windows O365, Desktop and Server, Ubiquity, Service Now, Veem/Acronis/Norton backup solutions, iOS/Android, Google Cloud and Suite, Active Directory, Group Policy, Cisco IOS, Linux, Unix, VMWare/Virtualisation, MacOS, SQL (beginner)

Earlier Roles

  • Financial Support Officer, Full-time, MLC, 05/04, 01/06
  • Customer Service Representative, Salesforce, Readers Digest Project, 02/03, 05/04
  • Customer Service/Sales and Computer Technician, Full-time, Riverdale Electronics and Zoo Computing, 03/99, 01/03

Suitability Statement

20 years of Information Technology and Services training and experience specialising in support and project management across server and desktop environments and telephony systems.

Timeline

Field Service Engineer

Regional Technical
10.2023 - 03.2024

Senior Systems Support

NSW Department Of Education
11.2022 - 02.2023

Systems and Technology Co-ordinator

Moxey Farms
01.2022 - 11.2022

IT Analyst

Thermo Fisher Scientific
10.2012 - 12.2021

IT Communications Project Contract

Royal North Shore Hospital
09.2012 - 10.2012

Rollout Engineer

Primary Health Care
04.2012 - 09.2012

Systems Support

Unicard Systems
08.2011 - 07.2012

Technical Support Officer

e.law
05.2008 - 10.2010

Systems Support

NSW Department of Health
03.2008 - 04.2008

IT Operator

Rabobank
01.2006 - 10.2007

Financial Support Officer

MLC
05.2004 - 01.2006

Customer Service Representative, Salesforce

Readers Digest Project
02.2003 - 05.2004

Customer Service/Sales and Computer Technician

Riverdale Electronics and Zoo Computing
03.1999 - 01.2003

Certificate IV - undefined

PC Support

Certificate III -

Information Technology

Similar Profiles

CREATE PROFILE
James Ryrie