Tony Moors
Summary
A team focused, ITIL certified, customer service driven individual with experience in an emergency response environment looking to utilise 15+ years of experience in hardware and software support in a community focused organisation.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Support Administrator
ESCAD
Technical Support Officer
Fire and Rescue NSW
11.2020 - Current
- First point of contact providing broad ranging Tiers 1 and 2 support for 8000+ operational and administrative staff, troubleshooting and resolving issues of simple to moderate complexity
- Manage set-up activities for ICT devices and systems and monitor their performance
- Create and maintain support documentation
- Accountable for communication between IT and the business, including provision of progress updates for new and existing incidents and requests
- Accountable for accurate recording of calls, incidents and service request information using FRNSW's service management tool (Marval MSM)
- Advanced troubleshooting & resolution of SOE devices with a wide range of applications both Internal & External
- Software installations
- Updating CI’s & Asset registry data
- Kyocera MFD Printer troubleshooting & resolution via remote ip
- Marval Administration – Updating & creating user data, account lock outs
- Network related troubleshooting & resolution using internal tools to flush DNS
- Assisting FRNSW employees with basic to advanced troubleshooting
- Condeco meeting room assistance
- Re-imaging devices post hardware faults
- Peripheral setup
- (Office equipment\Updating 2016 Office package rollout)
Mobility Support Officer
Fire and Rescue NSW
10.2020 - 11.2020
- MDM - Mobile Device Management experience.
- Subject Matter expert for FRNSW mobility devices, setting up devices, troubleshooting and resolving issues of simple to moderate complexity
- Configuring current generation IPAD\iPhone\Samsung\Android devices
- Updating user information within AIRWATCH mobility application
- Data entry of all mobile devices to SAP EAM application
- Configuring and repairing SAT phones
- Installing Mobile Device Car kits for Fleet vehicles
- Registering FRNSW users to AIRWATCH mobility
- Remote installation of FRNSW applications to devices
- SIM configuration & asset allocation.
Desktop Hardware Technician
Fire and Rescue NSW
07.2018 - 10.2020
- Project technician responsible for set up, install and device retirement as part of upgrade of station PCs at assigned Fire Stations across NSW
- Onsite installation of new PC’s, printers, and scanners at Fire Stations statewide
- Configuring and building PCs with correct OS and SOE applications
- Onsite network & configuration testing
- Software back up and transfer from Old PCs to New devices
- OneDrive back up and transition to new devices
- Asset management and update to asset register
- Decommission of redundant hardware and disposal to 3rd party supplier.
Technical Support Officer
Fire and Rescue NSW
06.2017 - 07.2018
- See Nov 2020 - Current
Senior Service Desk Analyst
Computer Science Corporation (CSC)
02.2011 - 07.2017
- Service Desk support for AMP/BHP customers
- Assisting AMP/BHP customers with general to advanced troubleshooting
- Assisting customers with advanced troubleshooting for Smartphones, iPhones, Cisco Phones
- Assisting AMP/BHP clients with correct procedures with their day-to-day applications
- Using remote tool (Bomgar) where necessary to reconfigure software
- Actioning AMP dispatch queue
- Redeploying software for failed installs from dispatch queue
- Managing AMP inbox via Lotus Notes.
Enhanced Services Level 2
Computer Science Corporation (CSC)
01.2010 - 01.2011
- Service Desk Enhanced Services support for Rio Tinto
- Completing work orders for installs of software
- Troubleshoot and diagnose complex issues with MS Office suite 2003 & 2007
- Managing enhanced services Rio Tinto queue and Rio Tinto inbox
- Collaborating with internal support teams to resolve internal application issues.
Service Desk Analyst
Computer Science Corporation (CSC)
08.2008 - 01.2010
- Service Desk support for BSL
- Assisting BSL employees with basic and advanced troubleshooting
- Using remote tools (Bomgar) to reconfigure software
- Using Active Directory Tools to unlock & reset passwords and reenable assets
- Using Mainframe applications for resetting print queues and password resets
- Assuring catch and dispatch of aging trouble tickets is allocated to the correct teams
- Managing service desk support queues.
Quality Control Officer
Acer Computers Australia
07.2007 - 01.2008
2nd Level Support / Customer Service Officer
Highpoint Australia
04.2004 - 07.2007
Education
High School Diploma -
John Therry Catholic College
NSW2001
Skills
- Customer Service
- MS Office
- Administrative Support
- Documentation And Reporting
- Personable and Approachable
- Data Confidentiality
- Team Collaboration
- Document Management
- Goal Setting
- Deadline Adherence
Short Courses
- Google Cybersecurity Professional Certificate, 2024
- Statement of Attainment in Digital Security Basics, 2023
- SharePoint Online Power User, 2020
- Time Management skills, 2019
Certification
- Generative AI and its Business Applications (2024)
- Statement of Attainment in Cybersecurity (2023)
- ITIL V4 (2022)
- Power BI Fundamentals (2020)
- Help Desk Institute Support Centre Analyst (SCA) - (2019)
- ITIL V3 (2019)
- Customer Contact Certificate III (2008)
Skills Overview
Air watch - MDM – Mobile Device Management, MECM, Ivanti Endpoint, Bomgar Remote Control & Dameware, SAP Enterprise Asset Management (EAM), Apple iOS, Android, Marval (ITSM), Windows Desktop, Office 365, Windows, SharePoint, Teams, Cisco Networking, Cisco Telephony, Citrix, TCP/IP Networking, Multi-function devices, Active Directory, Exchange Server, IP Telephony, Crestron Meeting room, Printers, Quality customer service whilst maintaining high volume of incoming calls, excellent communication interpersonal skills, team player, able to work autonomously, able to work under pressure including responding to major incidents, excellent at managing & handling complaints
Timeline
Technical Support Officer
Fire and Rescue NSW
11.2020 - Current
Mobility Support Officer
Fire and Rescue NSW
10.2020 - 11.2020
Desktop Hardware Technician
Fire and Rescue NSW
07.2018 - 10.2020
Technical Support Officer
Fire and Rescue NSW
06.2017 - 07.2018
Senior Service Desk Analyst
Computer Science Corporation (CSC)
02.2011 - 07.2017
Enhanced Services Level 2
Computer Science Corporation (CSC)
01.2010 - 01.2011
Service Desk Analyst
Computer Science Corporation (CSC)
08.2008 - 01.2010
Quality Control Officer
Acer Computers Australia
07.2007 - 01.2008
2nd Level Support / Customer Service Officer
Highpoint Australia
04.2004 - 07.2007
Technical Support Administrator
ESCAD
High School Diploma -
John Therry Catholic College