Open To Work
Jon Biddell
Technical Support Professional & Linux Specialist
PO Box 463 Penrith,NSW
Work Preference
Summary
Experienced technical support professional, acknowledged for strong customer focus, an advanced grasp of multiple platforms, and an inherent capacity to communicate clearly and professionally with people of all levels—from IT novices to technology vendors. As an all-rounder in helpdesk support, network administration and data communications, reputation has been enriched fulfilling customers‘ expectations, communicating realistic goals, and demonstrating strong technical troubleshooting capabilities. Enjoy mastering new products and technologies, analysing and unravelling complex problems, finding solutions, and creating positive customer impressions.
Overview
20
20
years of professional experience
1
1
Certification
9
9
years of post-secondary education
Work History
Digital Workspace Engineer & Linux Specialist
BENDIGO & ADELAIDE BANK
03.2011 - 11.2022
- Enhanced support by refining staff training and system error correction.
- Provided support to more than 10,000 users and overseas developers through phone and remote desktop.
- Served as primary liaison for OS developers addressing technology challenges.
- Lowered queued support calls to fewer than 50 from nearly 500 through IBM Helpdesk system and JIRA.
- Conducted individualized training sessions for employees on internal systems.
- Documented processes to ensure consistency and compliance across operations.
- Guided international developers in mastering Linux, focusing on Windows Subsystem for Linux.
- Provided technical support for all Bank hardware and branch systems.
- Coordinated hardware upgrade projects by managing sub-contractor activities.
- Managed whole of Bank conversion to SharePoint-based inhouse documentation system, as well as implementation of Microsoft Azure.
- Acquired expertise in Google Cloud and AWS platforms.
- Analyzed system performance and recommended improvements for efficiency.
- Collaborated with cross-functional teams to enhance project outcomes.
- Designed innovative engineering solutions for financial service operations.
Technical Support Officer (Contract)
AUSTRALIAN MUSEUM
Sydney, NSW
08.2010 - 11.2010
- Facilitated resolution of technical challenges through hands-on diagnostic support.
- Provided individualized training to more than 200 end users, establishing a primary contact for tech support.
- Decreased reliance on support by empowering staff with essential troubleshooting techniques.
- Prepared retail team for transition to online store operations through data training.
- Recognized frequent problems and software errors to maintain maximum precision.
- Recommended solutions for technology concerns in public display systems to enhance operational efficiency.
- Facilitated training sessions on technology best practices for museum personnel.
- Diagnosed and resolved hardware and software issues efficiently.
- Provided technical assistance to staff and visitors using museum systems.
Technical Support/Service Desk Officer (Contract)
DEPT OF JUSTICE AND ATTORNEY GENERAL
Parramatta
11.2009 - 04.2010
- Responsible for managing and logging critical service desk requests for hardware and software from a broad spectrum of users.
- Ensured optimal customer satisfaction by assessing issue severity and coordinating with resolution teams.
- Optimized team workflows by providing quick access to solutions for recurring problems.
- Established expertise in Apple hardware previously unaddressed by the department.
- Coordinated team efforts to manage incoming work volumes.
- Provided technical support to users on software and hardware issues.
- Managed service desk operations, ensuring timely resolution of requests.
- Coordinated with IT teams to troubleshoot complex system problems.
Senior LAN/PC Administrator (Contract)
CARDLINK SERVICES LIMITED
Rhodes
09.2007 - 03.2009
- Managed installation, administration, and maintenance of Windows 2003 fileservers across three major sites.
- Conducted certification auditing and remediation to ensure compliance with Payment Card Industry standards.
- Designed and implemented a redundant proxy, DNS, and firewall infrastructure across three locations to enhance network reliability.
- Established a software license register that achieved regulatory compliance and enabled online audits.
- Led development of a real-time data backup system for production servers.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Maintained positive working relationship with fellow staff and management.
- Provided technical assistance with computer hardware and software issues when needed.
- Implemented new software and technology solutions to enhance office productivity.
Technical Support Officer (Contract)
BIADA LTD
Wentworthville
04.2007 - 07.2007
- Oversaw backup systems and coordinated daily tape rotations.
- Enhanced organization of software resources.
- Provided technical assistance to clients via phone and email support.
- Diagnosed and resolved hardware and software issues for end-users.
- Collaborated with IT teams to implement system upgrades and maintenance.
Senior Enterprise Network Administrator (Contract)
ACU NATIONAL
Strathfield
03.2003 - 06.2006
- Designed and installed PayGlobal HRMIS system.
- Customized and maintained secure staff web portal for Human Resource Self Service.
- Implemented multicampus redundant fileservers for staff portal systems.
- Enabled remote campus access to the payroll system, eliminating system congestion.
- Enhanced user experience by providing solutions at near-local speeds with Citrix Metaframe, Nfuse, and custom software.
- Enhanced team proficiency in managing Windows servers and supporting Apple Macintosh systems.
- Managed network infrastructure to ensure reliable connectivity across multiple locations.
- Implemented security protocols to protect sensitive data from unauthorized access.
- Monitored network performance and resolved issues to maintain optimal operation.
Skills
- Client Services/User Support
- Research and Reporting
- Technical Troubleshooting
- Workflow Management
- Team Support
- Project Management
- Database Development
- Data/Email Backups
- Staff Training
- Policy and Procedures
- Help Desk Coordination
- Issue Triage
- Software Installations
- Infrastructure Design
- Network Security
- Vendor Liaison
- Disaster Recovery
- Business Continuity
- Regulatory Compliance
- Software Licensing
- Data Centre Operations
- Procedural Documentation
- Hardware and Software Research
- Powershell & Python Programming
- Platforms: Windows
- OS/X
- Linux
- Hardware: Desktops
- Apple Macintosh
- IPhones
- Displays
- CISCO VoIP
- Mac and Windows Applications: Microsoft Office
- Adobe Creative Suite
- Centaman
- HelpdeskPro
- Fotoweb
- NVSI Enviropoint
- E-Bility POS
- Genemapper DNA Sequencing
- Lotus Notes
- Justicelink
- Crystal Reports
- CIS
- TRIM
- Micropay
- Sage Accounting
- ABC Financial Modelling
- HRSS
- Servers: Microsoft Azure
- Microsoft SQL Server
- Exchange 2003
- Windows 2003
- OpenBSD-based file servers
- Linux Fileservers
- HP/UX9000
- AIX
- Citrix Metaframe
- Blackberry Enterprise Server
- Networks: LAN/WAN
- VPN
- Standards: ITIL
- Databases: Oracle
- MongoDB
- MS-SQL
- Cloud infrastructure
- System performance analysis
- Technical training
- Hardware troubleshooting
- Linux administration
- Customer support
- Cross-functional collaboration
- Documentation management
- Technology solutions design
- Technical diagram generation
- Robotics engineering
- Technical reporting
- Analytical problem solving
Technology Snapshot
Windows, OS/X, Linux, Desktops, Apple Macintosh, iPhones, Displays, CISCO VoIP, Microsoft Office, Adobe Creative Suite, Centaman, HelpdeskPro, Fotoweb, NVSI Enviropoint, e-Bility POS, Genemapper DNA Sequencing, Lotus Notes, Justicelink, Crystal Reports, CIS, TRIM, Micropay, Sage Accounting, ABC Financial Modelling, HRSS, Microsoft Azure, Microsoft SQL Server, Exchange 2003, Windows 2003, OpenBSD-based file servers, Linux Fileservers, HP/UX9000, AIX, Citrix Metaframe, Blackberry Enterprise Server, LAN/WAN, VPN, ITIL, Oracle, MongoDB, MS-SQL
Certification
- Certified Blackberry Enterprise Server Administrator
- Certified Citrix Metaframe Administrator
- NOVELL Certified Network Engineer
- Linux Professional Institute LPIC Level 1/2/3 Certification
- Amazon AWS Services
- Google Cloud Services
Employment Narrative
- Bendigo & Adelaide Bank, Digital Workspace Engineer & Linux Specialist, 03/2011 – 11/2022, Snapshot: Permanent Full Time. Technologies: Windows Desktops, Apple Macs, Laptops, Linux Systems, Thin clients Supported: MS Office (Mac & PC), Adobe Creative Suite, BDS (internal banking system), Linux based development environments, IBM Helpdesk, JIRA, Various ticketing systems, Overseas Developers. Enhanced support efforts by training staff and correcting errors in bank-written systems, Microsoft software, hardware diagnostics. Supported in excess of 10,000 users in addition to Overseas (primarily Indian) developers by phone and remote desktop. Key contact point for OS developers for various technology issues.
- Australian Museum, Technical Support Officer (Contract), 08/2010 – 11/2010, Snapshot: Short-term contract. Technologies: Windows desktops, Apple Macs, Laptops, Thin clients, iPhones and peripherals. Supported: MS Office (Mac & PC), Adobe Creative Suite, Centaman, Fotoweb, IMS, HelpdeskPro, NVSI Enviropoint, e-Bility POS, Genemapper, DNA Sequencing. Augmented support team efforts in logging calls for assistance and providing hands-on troubleshooting and diagnostic assistance on a range of hardware and software issues.
- Justice and Attorney General, Technical Support/Service Desk Officer (Contract), 11/2009 – 04/2010, Snapshot: Short Term Contract. ITIL standards and procedures, service desk coordination, state-wide email, telephone and onsite support. Technologies: Lotus Notes, Microsoft Office, Justicelink, Business Objects, Crystal Reports, CIS, TRIM.
- Cardlink Services Limited, Senior LAN/PC Administrator (Contract), 09/2007 – 03/2009, Snapshot: Contract Role. Technical support for 150 end users across the general business office, secure credit card data processing location and production/disaster recovery site.
- Biada Ltd, Technical Support Officer (Contract), 04/2007 – 07/2007, Snapshot: Short Term Contract. Helpdesk support for Lotus Notes, Microsoft Office, and custom backup applications.
- ACU National, Senior Enterprise Network Administrator (Contract), 03/2003 – 06/2006, Snapshot: Contract position. Technologies: PayGlobal HRMIS, Windows 2000/2003, Citrix Metaframe fileservers, HRSS.
Pending Training
- Masters in Cybersecurity
- Ruby on Rails
- Python
- RUST
Personal Information
Title: Technical Support ~ Service Desk ~ Network Administration
Value Offered
- Client Services/User Support
- Research and Reporting
- Technical Troubleshooting
- Workflow Management
- Team Support
- Project Management
- Database Development
- Data/Email Backups
- Staff Training
- Policy and Procedures
- Help Desk Coordination
- Issue Triage
- Software Installations
- Infrastructure Design
- Network Security
- Vendor Liaison
- Disaster Recovery
- Business Continuity
- Regulatory Compliance
- Software Licensing
- Data Centre Operations
- Procedural Documentation
- Hardware and Software Research
- Powershell & Python Programming
Professional Development
- Microsoft Server 2008 - 2018, Installation and Support
- Microsoft Exchange 2007 - 2018, Installation, Migration and Support
- Microsoft Exchange 2003 - 2018, Advanced Administration
- HP Openview / Omniback Product Training
- Microsoft Small Business Server Administration
- Advanced AIX System Administration
- Lotus Notes, Client and Server Support
Education
Bachelor of Arts - Family Law
Macquarie University
North Ryde, NSW 02.1979 - 03.1983
Bachelor of Science - Political Science
Macquarie University
North Ryde, NSW 02.1979 - 02.1984
Timeline
Digital Workspace Engineer & Linux Specialist
BENDIGO & ADELAIDE BANK
03.2011 - 11.2022
Technical Support Officer (Contract)
AUSTRALIAN MUSEUM
08.2010 - 11.2010
Technical Support/Service Desk Officer (Contract)
DEPT OF JUSTICE AND ATTORNEY GENERAL
11.2009 - 04.2010
Senior LAN/PC Administrator (Contract)
CARDLINK SERVICES LIMITED
09.2007 - 03.2009
Technical Support Officer (Contract)
BIADA LTD
04.2007 - 07.2007
Senior Enterprise Network Administrator (Contract)
ACU NATIONAL
03.2003 - 06.2006
Bachelor of Arts - Family Law
Macquarie University
02.1979 - 03.1983
Bachelor of Science - Political Science
Macquarie University
02.1979 - 02.1984