The document is an resume for Alex Singleton that outlines his experience providing IT support and services over 9 years in various roles including service desk analyst, systems engineer, and helpdesk officer. It details his technical skills and experience supporting a wide range of technologies. The resume also lists his education and certifications.

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233 Murphy Rd
Geebung 4034
0422525865
www.axlimaging.com.au
alex@axlimaging.com.au
ALEX SINGLETON
OVERVIEW I am an experienced service industry analyst with a proven background of providing L1/L2 desktop
and service desk support. My experience spans 9 years over technically specialized managed service
providers, large corporate and government clients. I consider myself an active and positive team
member with a flexible, can-do attitude.
Key Technologies:
• Windows Server 2003/2008,SBS and Terminal Services operating systems
• Windows XP/7/8/10 desktop operating systems
• Active Directory resource management
• Exchange 2003/2007/2010 + Outlook email client frontend
• Frontrange ITSM, CA, Remedy, Service Desk+, Zendesk, ServiceNow
• iOS, Blackberry & Android mobile operating systems and tablets
• Cisco Unified CM & Unity telephony & voicemail
• SCCM 2012 & Symantec Altiris deployment software
• MobileIron (IOS & Android) device management
• Citrix XenApp client + server technologies
• RSA SecurID gateway
EXPERIENCE PACIFIC IT SERVICE CENTRE ANALYST, CBRE
March 2015 – present
Call Centre L1 FPOC support for Asia-Pacific CBREGroup (Australia & NZ).
 Oversee and prioritize incoming service requests that come through a phonecall, email or Skype
for Business. Ensure that all service requests are logged, assigned, managed and owned until
resolved or escalated to the relevant department.
 ServiceNow Ticketing system
 Support of Windows 7, Office 2010 & 2013,McAfee, Quest for Active Directory, Server 2008 +
2012,Symantec Enterprise Vault, Equitrac printing technologies
 Provide local office Desktop Support where required
 Support and Administration of In-house developed application – RECD

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SERVICE DELIVERY ENGINEER, AIRBUS HELICOPTERS (AIRBUS GROUP AUSTRALIA PACIFIC – AGAP)
June 2014 – February 2015
Onsitedesktop and telephone L1/2 support for Government contracted military aviation client.
 Imagingand deployment of applicationsvia Symantec Altiris
 Support of HP thin clientCitrix virtual environment
 Server supportof Citrix sessions,Exchangeaccounts,fileand folder security,filerestores,
Symantec email archiving
 Active directory user accountcreation,modification & deletion
 Windows XP and 7 in house application installs and troubleshooting
 Escalation of issues to Airbus EU French helpdesk for non-AGAP applications
 HP hardwarewarranty supportfor desktops and laptops
 Reduction of 100 tickets in 5 working days,averageticket resolution 20 per day, minimum 10
 SAP accountcreation and modification
SERVICE DESK & ONSITE DESKTOP SUPPORT, DATACOM
February 2014 – June 2014
Provided 1/2 level supportfor multiplelargeGovernment departments in addition to existingDatacomSME
clients and internal Datacom staff
 Support of Windows 8 and Office 2013/Office 365 emerging technologies
 Onsite support provided for client office relocation and fitout
 Average ticket closures 30-50 depending on volume of calls
 Administrativesupportof Citrix sessions,Exchangeaccounts and Activedirectory resources
 Active directory user accountcreation,modification & deletion
SERVICE DESK, DEPARTMENT OF AGRICULTURE FISHERIES AND FORESTRY
November 2013 – February 2014
Callcentrephone support to multi-domain QLD Government Departmental staff.
 Windows XP and 7 migration supportinclusiveof application compatibility troubleshooting
 Mobile(iPhone, Android & Blackberry) + iPad deviceemail supportvia BES, ActiveSync and MDM
 SAP accountcreation and modification
 Manual softwareinstallsand configuration +softwaredeployment via SCCM
 Support of custom in-housemainframeand consolebased applicationsfor land management
 Strictadherence to established Government process and policy for incidentresolution
 Completion of user accounttasks assigned fromother servicedesk departments

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HELPDESK, BRISBANE AIRPORT CORPORATION
June 2013 – September 2013
L1/2 onsite and helpdesk supportfor BAC staff based at Skygate head office.Daily coretasks involved user
education,documentation creation and training,supportof existingWindows XP SOE, rolloutof Windows
7, CCTV systems, MFD printers,laptops and other mobile devices.
 Support of business critical CCTVsystems includingwarranty job loggingand faultescalation
 Reduced ~400 existingtickets to < 200, effectively halvingservicedesk workload singlehandedly
 Creation of Cisco phone and voicemail accounts
 Manual softwareinstallsand configuration +softwaredeployment via SCCM
 Active directory user accountcreation,modification & deletion
 Exchange accountcreation,deletion, modification & maintenance
 Mobile(iPhone, Android & Blackberry) + iPad deviceemail supportvia BES, ActiveSync and MDM
 Assisted with MDM user trainingsessionsand hands on installs
 Responsiblefor new staff induction sessionsand associated training/documentation
 Port patching,LAN device configuration,DHCP reservation & other entry level network tasks
 Server supportof Symantec antivirus solution and Commvaultemail archiving
SYSTEMS ENGINEER, CELENTIA
July 2012 – June 2013
Provided level 1, 2 and 3 desktop & server support for multiple environments in a remote and face-to-face
role. Client sites and datacenter featured Microsoft Terminal Services, Small Business Server 2008, Server
2003 & 2008, Windows 7/8 and Exchange 2003/2007/2010 technologies. Assisted with rebranding of the
company via provision of photographic services,creatingimages suitablefor ‘LinkedIn’profiles.Responsible
for network monitoringand backups of assigned clients,eliminated all backup failures for primary assigned
client after identification of failure alerts spanning 5+ years.
L2/3 TEAM LEAD, DOMINOS PIZZA
June 2011 – May 2012
Performed a dual head officesupport/storesupportrole for Australiaand NewZealand.Store environments
built around Windows 2000/SQL Server 2005 and Windows Server 2003/SQL Server 2008/Windows XP.
Daily duties involved telephone and face to face desktop support (L1/2/3) plus vendor support for
outsourced networking and printing operations. Seconded to Team Lead role for 3 months, implementing
changes for on-call payment arrangements and reporting directly to the infrastructure manager and CIO.
Delivered limited support to the internal marketing department for basic Mac OSX queries.
L2 SYSTEMS ENGINEER, SPIRITUS
April 2011 – June 2011
Responded to Windows 7 related user requests inclusiveof 1st and 2nd level supportfor Exchange2007/2010
and existing core enterprise server software (Server 2003/2008 R2 64 bit). Managed iPhone & iPad
deployment and configuration for VIP users. Support and troubleshooting of Xenapp 6 Citrix environment
migration project.
SERVICE DESK ANALYST, QUEENSLAND RAIL
October 2009 – April 2011
L1/2 helpdesk telephone support of a 16,000+ user environment duringseparation of QueenslandRail and
QR National.

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L2 SERVER ANALYST, ORDYSS
October 2008 – October 2009
L1/2/3 onsiteand remote systems supportof multiple clients for Managed Services Provider.Average client
size <50 seats featuring Microsoft technologies.
IT HELPDESK OFFICER, VIRGIN BLUE
January 2007 – October 2008
24x7 L1/2 desktop and telephone supportof a 6000+user environment based in Australiaand NewZealand..
Performed 2nd level supportrolein addition to helpdesk services,assistingdesktop and infrastructureteams
to deploy PC’s and manage existing email, in-house developed applications and remote access systems.
IT SUPPORT OFFICER, ALLIANCE AIRLINES
February 2006 – February 2007
Desktop and server support for a 200+ user environment, including over 100 PC Desktops, 20 Laptops, 30
Thin Client terminals, 8 servers and 5 major multifunction printer devices.
SCHOOL SUPPORT OFFICER, MT ST PATRICK COLLEGE
October – December 2005
Support of a 500+ user environment including 3 servers, over 250 PC desktops and 10 laptops.
INDUSTRY
CERTIFICATION
MCP 70-270 Installing,Configuringand AdministeringMicrosoftWindows XP
MCP 70-290 Managingand Maintaininga MicrosoftWindows Server 2003 Environment
In progress: additional Windows 7/8/Server certification, ITIL V3 Foundation
EDUCATION NORTH COAST INSTITUTE OF TAFE, KINGSCLIFF CAMPUS, NSW
CertificateIV of Information Technology: ClientSupport Completed 2004
Diploma of Information Technology: Systems Administration (Distinction) Completed 2001
MT. ST. PATRICK COLLEGE, MURWILLUMBAH, NSW
High School Certificate