NIGEL HERFT
Doonside,NSW
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
I am very detail orientated and will most likely find the solution to anything thrown at me. If I don't know a solution immediately, I am not afraid to seek out the information to do so.
Overview
28
28
years of professional experience
Work History
NIT Specialist
ALDI Stores (A Limited Partnership)
2011.11 - Current
- First level phone and email support
- Second level escalation support
- Daily checking and monitoring of multiple networks
- Administration of Managing Director secure network
- Administration of corporate infrastructure including servers, switches, wireless access points and printers
- Personalised VIP support (Group Directors, Managing Directors, Group Managing Director and CEO)
- After hours phone support when required
- Liaising with International departments on global applications and troubleshooting
- Coordinating with International IT regarding widespread National incidents and outages out of normal working hours
- Logging incidents on a custom task management system using the ITIL framework
- Creation/deletion/modification of user accounts on various platforms
- Mobile device management via MobileIron (IVANTI Neurons) and Apple Business Manager (DEP)
- Liaising with IT contractors in other physical locations
- Conducting internal and external training
- Development, use and support of custom in-house built applications
- Highly proficient in Apple iOS/MacOS deployment, operations and version control since iOS 4 through to current versions as well as all versions of iPhone, iPad and Macbook hardware
- Organisation and maintenance of storage areas housing IT equipment
- Asset management and control
- Microsoft 365 migrations from on-premise environments to cloud based environments
- Rapid deployment and coordination of the Work From Home project during March 2020 NSW lockdown
- Coordinating support for remote users in varying scenarios
- Managerial cover for team development and escalation
- Escalation point for junior staff
- Team mentor for junior staff
- End to End Project management and analysis
- Microsoft 365 and Azure administration
IT Operational Support Specialist
Retail Adventures Pty Limited
2009.04 - 2011.11
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
IT Support Specialist
Australian Discount Retail
2007.03 - 2009.04
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Delivered onsite technical support for over 2000 employees.
- Answered questions and provided information to customers about new software or hardware.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Translated complex technical issues into digestible language for non-technical users.
Helpdesk Officer
Catholic Health Care Services
2004.02 - 2007.02
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of 14 employees and conducted performance evaluations.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Scheduled staff and delivered training materials and information.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided on-call support for critical issues related to critical Hospital functions 24/7.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Activated accounts for clients interested in new services.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
Storeman/Receiving Officer
Bi-Lo Pty Ltd / Coles Myer Ltd
2000.08 - 2004.09
- Customer Service
- Receiving and checking deliveries inline with Coles standards
- Relief work in other departments
- Fluent in food handling processes for departments such as: Meat, Deli, Fresh produce, Bakery
- Liaised with vendors to plan and schedule services.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Completed daily logs for management review.
Cashier/Stock Filler
Franklins Limited
1996.03 - 2000.09
- Customer Service
- Register and EFTPOS operations
- Performing credit and cheque use authorisations
- Extensive cleaning duties
- Store cash-up procedure
- Basic merchandising
- Inter-store relations
- Maintaining stock levels
- Use of public address system
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided detailed product information.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Greeted customers and directed to requested products.
- Maintained stockroom records and generated reports for management.
- Picked and packed order items.
- Kept work areas neat, clean and free from debris.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Moved cardboard, plastic ties and other debris from unboxing to garbage.
- Stocked shelves to match planogram images and instructions.
Computer Support Assistant (Work Experience)
Siemens GEC Communications
1999.08 - 1999.08
- Software installation and removal
- Hardware installation, troubleshooting and removal
- Replacing faulty/outdated software/hardware
- Configuration of software to meet the needs of an individual
- Answered phone calls promptly and professionally, directing callers to appropriate personnel.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
Education
Diploma - Information Technology (Systems Administration)
TAFE NSW
Baulkham Hills, NSW12.2004
Certificate IV in Retail Management - Retail Management
TAFE NSW
Ultimo, NSW12.2000
Higher School Certificate -
Oakhill College
Rouse Hill, NSW12.1999
Skills
- MS Office
- Customer Service
- Analytical and Critical Thinking
- Team Building
- Multitasking
- Decision-Making
- Problem Resolution
- Verbal Communication
- Interpersonal Communication
- Project Planning
- Recordkeeping
- Clerical Support
- Computer Client/Server Operation
Additional Information
- Install Software Applications 3650B Maintain System Integrity 3650C Work Effectively in an IT Environment 3650D Communicate in the IT Workplace 3650e Undertake Capacity Planning 3656D Determine Client Business Expectations 3659A Confirm Client Business Needs 3660A Coordinate and Maintain Work Teams 3660E Prepare Disaster Recovery Contingency Plan 3661A Implement and Hand Over Systems Components 3661B Conduct Pre-Installation Audit for Software Installation 3661C Assist with Analysis of Emerging Technology 3661D Determine Maintenance Strategy 3661E Coordinate Change Requests 3661F Manage and Review Delivery of Maintenance Services 3661G Manage System Security 3661H Perform Systems Tests 3661J Manage the Testing Process 3661K
Timeline
NIT Specialist
ALDI Stores (A Limited Partnership)
2011.11 - Current
IT Operational Support Specialist
Retail Adventures Pty Limited
2009.04 - 2011.11
IT Support Specialist
Australian Discount Retail
2007.03 - 2009.04
Helpdesk Officer
Catholic Health Care Services
2004.02 - 2007.02
Storeman/Receiving Officer
Bi-Lo Pty Ltd / Coles Myer Ltd
2000.08 - 2004.09
Computer Support Assistant (Work Experience)
Siemens GEC Communications
1999.08 - 1999.08
Cashier/Stock Filler
Franklins Limited
1996.03 - 2000.09
Diploma - Information Technology (Systems Administration)
TAFE NSW
Certificate IV in Retail Management - Retail Management
TAFE NSW
Higher School Certificate -
Oakhill College
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