Trevor Kefford
Thornton
Summary
Developed technical expertise in fast-paced, customer-oriented environment, focusing on efficient problem resolution and system maintenance. Demonstrated ability to troubleshoot and resolve complex issues while maintaining high user satisfaction. Seeking to transition into new field, eager to apply technical skills and customer service experience to new challenges.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
22
22
years of professional experience
Work History
Schools IT Support Engineer
Newcastle Anglican Schools Corporation
01.2023 - Current
- Provide day-to-day guidance and advice to each of the schools in respect of IT
- Ensure that the IT services provided to the schools meet the organisation’s requirements in respect of controls and governance, including for Cyber-Security, Change and Incident Management and Disaster Recovery
- Undertake problem diagnoses, correction and provide support of the school’s IT systems
- Participate in IT upgrades (hardware and software) and other general maintenance tasks
- Monitor new releases and patches to Operating Systems, hardware Applications and making recommendations on implementation and testing strategies
- Develop and maintain specialist knowledge and skill in supported products as required
- Negotiate timeframes to users for problem fixes and provide regular updates to users on progress
- Identify complex technical issues that require escalation and/or to external vendors
- Proactively identify and escalate IT-related improvement opportunities
- Log, access and maintain technical solutions (including workarounds and known fixes) in a Freshservice
- Develop and deliver IT-related training to the schools
- Day-to-day management of IT Support Specialists/Trainees
- I assist the IT officers in the four Anglican Schools within the Hunter Region with high level first, second and third level support
- Manage the Service Desk queues (FreshService) and assist in resolution of tickets and provide cover or assistance when required on site
- Working with systems such as Azure, TASS, Schoolbox, Active Directory and others
- Imaging devices through Intune and management and support of projectors, printers and other devices
- I also undertake other tasks/projects when directed
- Communicate regularly with Teachers, Admin staff and Parents and external stakeholders
- Improved system uptime by identifying and troubleshooting network connectivity problems.
- Delivered technical support to resolve hardware and software issues for end users.
- Provided help desk support for ensuring smooth daily IT operations.
- Enhanced user satisfaction by quickly addressing and resolving technical inquiries.
- Configured hardware and software installations to optimize system performance.
- Reduced downtime with proactive maintenance and system updates.
- Improved IT infrastructure by implementing effective troubleshooting techniques.
- Supported hardware upgrades for improving system reliability and speed.
- Enhanced operational efficiency by documenting and streamlining IT processes.
Information Technology Officer 2
Kingsford Smith School
04.2012 - 12.2022
- My duties consisted of but not limited to providing first, second and third level support including the diagnosis and resolution of IT hardware, software, peripherals and network related faults
- Imaging of computers, logging and tracking of jobs to Shared Services and external stakeholders
- Maintenance of student chrome books, provide guidance on new IT purchases, track and record all IT assets as well as asset tagging
- Maintain Sentral, Timetabler Solutions, Academic Reports, PTO and various other databases
- I maintain the budget and plan for the School’s ICT requirements
- Staff supervision which includes professional development and performance feedback
- Manage Australian School Based Apprentices (ASBA) students in on-the-job training whilst assisting them in completing a Certificate in IT
- Developed custom applications to meet unique business requirements, increasing productivity and workflow efficiency.
- Trained employees on various software programs to optimize their usage and increase overall productivity levels within the organization.
- Maintained a high level of customer satisfaction with prompt issue resolution and proactive system maintenance.
- Established effective communication channels between technology teams ensuring seamless collaboration during project execution.
ANU4 IT Client Services Officer
Australian National University, Research School of Biology, ANU College of Medicine, Biology and Environment
10.2009 - 04.2012
- I provided first, second and third level support including the diagnosis and resolution of PC/Mac hardware, software, peripherals and network related faults, imaging of computers
- Writing and maintaining technical information, managed mail/computer migration projects, configured a Mac SOE, assisted in setup of a PXE boot server and other duties on request
- Improved client satisfaction by delivering timely and effective responses to inquiries and concerns.
- Assisted clients with account management to facilitate seamless service delivery.
- Improved service delivery by implementing proactive communication strategies with clients.
- Addressed client inquiries to ensure accurate and timely information dissemination.
- Contributed to team success by maintaining a high standard of professionalism in client interactions.
UC4 IT Customer Services Officer and UC5 IT Specialist
University of Canberra, ICTS (Information, Communication and Technology Services)
08.2005 - 08.2009
- Monitored the helpdesk system performance and attend to client IT related incidents/requests
- I provided solutions to clients on Mac and PC software and hardware
- Install software and troubleshoot software issues on PC and Mac
- Image and deploy PC and Mac hardware and troubleshoot hardware issues
- Document procedures, provided lab overview training on PC and Mac labs to new students
- Enhanced customer satisfaction by effectively managing inquiries and resolving issues.
- Provided support to customers to ensure timely resolution of complaints.
- Improved service delivery with efficient handling of customer interactions.
- Achieved high customer satisfaction scores by providing excellent service.
UC3 Accommodation Officer
University of Canberra, Residential Services
12.2002 - 08.2005
- Managed student network system for the students
- Front counter and cashiers service
- Off Campus house inspections
- Off Campus debt retrieval
- Off campus and On Campus administration functions
- Assisted in coordination of new student accommodation intakes
Education
No Degree - Cert IV Information Technology
TAFE
Canberra, ACT04-2020
Skills
- Technical support
- System troubleshooting
- Network configuration
- Software installation
- Help desk operations
- Database management
- Incident response
- IT asset management
- Application support
- Service desk management
Qualifications
Statement of Attainment Electrical Tag and Testing
Mac OSX 10.4 Support Essentials Training
Mac OSX 10.4 Server Training
Timeline
Schools IT Support Engineer
Newcastle Anglican Schools Corporation
01.2023 - Current
Information Technology Officer 2
Kingsford Smith School
04.2012 - 12.2022
ANU4 IT Client Services Officer
Australian National University, Research School of Biology, ANU College of Medicine, Biology and Environment
10.2009 - 04.2012
UC4 IT Customer Services Officer and UC5 IT Specialist
University of Canberra, ICTS (Information, Communication and Technology Services)
08.2005 - 08.2009
UC3 Accommodation Officer
University of Canberra, Residential Services
12.2002 - 08.2005
No Degree - Cert IV Information Technology
TAFE
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