Peter Dwyer
KAREELA,NSW
Summary
Results-oriented Desktop Support Engineer with 20+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, Office 365 and Active Directory.
Overview
35
35
years of professional experience
Work History
Desktop Engineer, L2
NEC Australia
07.2012 - Current
- Assisted in the planning and execution of large-scale hardware refresh projects, ensuring minimal disruption to end-users during deployment stages.
- Supported company-wide initiatives by providing timely assistance in the rollout of new applications or systems enhancements.
- Resolved complex technical issues with effective troubleshooting, diagnosis, and repair of desktop systems.
- Maintained high levels of customer satisfaction by consistently delivering exceptional service and timely solutions to technical challenges.
- Managed software installations, updates, and patches to ensure optimal system functionality and security compliance.
- Collaborated with team members to develop innovative solutions for common IT problems, improving overall productivity.
- Mentored junior engineers in best practices for troubleshooting techniques, enhancing overall team effectiveness.
- Conducted regular inventory audits to track assets effectively while maintaining accurate records of equipment locations and statuses.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted end-users with conference room equipment setup and operation.
- Evaluated emerging technologies and recommended cost-effective solutions aligned with organizational goals and objectives.
Desktop Support Engineer
CSG
05.2011 - 07.2012
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Assisted in the planning and execution of office relocations, ensuring minimal disruption to business operations during the transition period.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured and installed computer systems for other sub-organizations.
- Assisted end-users with conference room equipment setup and operation.
Field Technical Support Staff Member
Hewlett Packard, HP
11.2009 - 05.2011
- Performed root cause analysis on recurring issues, identifying long-term solutions that reduced the need for frequent onsite visits.
- Streamlined troubleshooting processes for improved efficiency and faster problem resolution.
- Reduced downtime at client sites by performing regular maintenance checks and preemptive repairs.
- Improved first-time fix rates through diligent diagnostics and effective repair techniques.
IT Systems Administrator
EDS An HP Company
06.1999 - 11.2009
- Provided exceptional technical support to end-users, promptly addressing any reported issues or concerns with system functionality.
- Diagnosed and resolved hardware and software issues.
- Coordinated data backup strategies, safeguarding critical business information from loss or damage due to unforeseen events.
- Installed and configured network printers and other peripheral devices.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
IT Systems Administrator
Australian Taxation Office
07.1994 - 06.1999
- Provided exceptional technical support to end-users, promptly addressing any reported issues or concerns with system functionality.
- Coordinated data backup strategies, safeguarding critical business information from loss or damage due to unforeseen events.
IT Trainer
Australian Taxation Office
10.1991 - 06.1994
- Managed scheduling and logistics for multiple training events, ensuring seamless execution and participant satisfaction.
- Facilitated group exercises to promote collaboration, critical thinking, and problem-solving skills among participants.
- Delivered engaging presentations using multimedia tools to reinforce key concepts and facilitate learning.
Manager
Australian Taxation Office
06.1989 - 10.1991
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Education
High School Diploma -
Champagnat Catholic College Pagewood
Maroubra, NSWCertified Professional -
Microsoft
1999
Skills
- Mobile Device Management
- Driver management
- Application support
- Windows Operating System
- Hardware Installation
- Asset Management
- Active Directory Management
- Remote Desktop Support
- Printer Management
- Email Configuration
- End-user support
- Customer Service
Timeline
Desktop Engineer, L2
NEC Australia
07.2012 - Current
Desktop Support Engineer
CSG
05.2011 - 07.2012
Field Technical Support Staff Member
Hewlett Packard, HP
11.2009 - 05.2011
IT Systems Administrator
EDS An HP Company
06.1999 - 11.2009
IT Systems Administrator
Australian Taxation Office
07.1994 - 06.1999
IT Trainer
Australian Taxation Office
10.1991 - 06.1994
Manager
Australian Taxation Office
06.1989 - 10.1991
High School Diploma -
Champagnat Catholic College Pagewood
Certified Professional -
Microsoft
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