1.
Jamie Buchanan
19 Charlotten Street
Port Adelaide SA 5015
Mobile: 0459 985 666
Email: graeme.j.buchanan@gmail.com
BSc in Civil Engineering
HNC Microprocessor Engineering Systems
MCP, MCSA, MCSE Windows 2000
Cisco Certified Network Associate
Cisco Certified Academy Instructor
Computer Technician ­ (A+ Equiv.)
Current DCSI clearance ­ Nov 2015
Recent police clearance ­ April 2016
Forklift licence
PERSONAL
I am a Network communications specialist recently employed by ​Telstra Corporation (Australia's
largest telecommunications and media company which builds and operates telecommunications
networks and markets voice, mobile, internet access, pay television and other entertainment products
and services). I have had experience with all aspects of Telstra's Enterprise and Government IP
network services and all associated network test tools and databases. I also have ​experience in the
configuration and support of Cisco network technologies and PC’s/Servers operating in a Windows
client/server environment. Through my work at Telstra I have experience of the majority of past and
present network technologies and systems
I have excellent troubleshooting and analysis skills and possess the ability to work under pressure
and to tight deadlines. I have excellent customer service skills and I am an outgoing and confident
individual who has worked hard in all previous positions, a good team player, who works well on my
own initiative. I am always willing to train and develop new skills and abilities. I have previous
experience as a Cisco certified Instructor and I also have experience in electronics and Civil
Engineering. I am a qualified computer technician: Cisco IT Essentials I & II (A+ equivalent).
I am currently studying Cert iii in Telecommunications and ITIL V3, both in my free time. As part of the
Cert iii, I have completed the competencies for ACMA restricted and open cabling registration and
additionally OH&S and environmental policies and procedures. I’ve also recently obtained my Forklift
license.
EMPLOYMENT HISTORY
Apr­Oct.15 ​Department of Health (SA Health Adelaide),
Infrastructure Communications Engineer
● Investigated customer issues via phone, face to face and remote management, using network management
software and tools to diagnose network problems, collect performance statistics and create reports, and follows
up by working with users, other staff and vendors to resolve the incident.
● Liaised with SA Health customers to provide advice, gather requirements and coordinate activities, including
the provision of designs and quotations, to support the requirements.
● Undertook routine installations and de­installations of items of hardware and/or software.
● Used network management tools to collect and report on the network, call logging, monitoring and resolution
through call logging software package Marvel
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2. ● Wrote technical and support documentation and checked with co­workers to ensure all documentation was up
to date with detailed information, equipment and connection details.
● such as slow response times, no access to the internet or network resources.
● Performed network patching for network and voice services.
● Assist the SA Health voice communication team when needed
Jan.10­Nov.14 ​Telstra Networks and Services, Adelaide ­ ​Technical Specialist
● Through well developed interpersonal and analytical abilities I’ve taken ownership of customer enquiries and
faults and driven customer faults to resolution or passed to the relevant tester group after appropriate testing
within agreed service level timeframes.
● Achieved first in testing or end service restoration where appropriate, to the full satisfaction of the customer’s
expectations through compliance to prescribed standards, practices and procedures and with the appropriate
use of Telstra tools and systems.
● Contributed towards Customer excellence rating targets by meeting customer service assurance targets by
restoration of service failures.
● Kept the customer informed with service delivery progress & completion to enable the customer to make
appropriate decisions.
● Provide level 2nd level Service Assurance of the following National and International IP based products:
IPMAN, IPWAN, MWAN, CIP, Managed ICT, TIPT, and Managed Hosting, including carriage & VAS products
i.e ADSL, BDSL, Frame Relay, Dial IP, Firewall etc.
● Provide end to end service restoration to the full satisfaction of our customers.
● Monitor and action alarms for Telstra’s Managed IP products to ensure minimal impact to customers.
● Contribute towards Customer service excellence by ensuring Call Management, Response and Restore targets
are met.
● Analyse, diagnose, and restore specialised customer networks and services to maintain product availability.
● Keep the customer and all other relevant stakeholders informed with service delivery progress and completion
to enable the customer and stakeholders to make appropriate decisions.
● Provide operational and statistical progress information for inclusion in management reports.
● Where required complete activities outside core Telstra business hours to meet customer requirements and
service levels.
● Contribute to ongoing improvements by providing feedback on faults and processes.
● Manage difficult customer enquiries to the customer’s satisfaction.
● Escalate customer or process issues promptly and efficiently.
Aug­Dec.09 ​CSC (BHP Billiton) ­ Olympic Dam Roxby Downs
Field Service Engineer/Support Specialist
● Compliance with rapidly changing OHS requirements due to the nature of the industry
● Meet or exceed customer service levels.
● Problem and Escalation Management.
● Prioritisation of work.
● Provided recommendation on technical matters in conjunction with other CSC staff.
● Developed and maintained an effective relationship with key customer management.
● Communicated technical issues in terms suitable for the Customer and escalated issues to the Service Delivery
Managers as required.
● Worked flexible hours, on an as needed basis.
● 24 x 7 On call support, on a rotational basis.
Mar­Jun.09 ​Correctional Services, Adelaide ­ ​Helpdesk (Level 2)
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3.
● Responsible for all level 2 enquiries to the helpdesk supporting windows XP / Server 2003 environment
including MS office 2003 and all deployed applications.
● Onsite and remote server maintenance including hardware replacement.
● Onsite and remote Network maintenance, Cisco devices and associated hardware.
● Microsoft remote assistance and terminal services.
● Auditing of security groups and distribution lists.
● PC builds and SOE deployment.
Oct.08­Feb.09 ​Electrolux Adelaide ­ ​Network migration
● Short term contract position to assist with the migration from Novell to Windows Server 2003.
● Installing new servers, switches and other infrastructure changes including all new network cabling.
● Creating and administering user accounts within the new 2003 network. Creating new printer and file shares.
Creating and administering all new security groups for file and print services.
● Troubleshooting user problems with resource access after network migration.
● All desktop support duties usually associated with windows environment.
● Using VMware and Virtual PC to create Virtual machines to enable legacy software to run on updated
hardware.
Jan.07­Oct.08 ​Pulse IT Ltd, Auckland ­ ​Remote Support Engineer
● Pulse IT Ltd is an IT Managed Services provider servicing the SME market with a customer base of clients with
10 seats through to 400 seats with 1000+ active users.
● Tier 1 & 2 technical support for entire customer base using remote support tools.
● Server administration and support; SBS 2003, Windows Server 2003, W2K Server, Exchange 2003.
● Server preventative maintenance and workstation and server provisioning.
● Maintenance and development of remote support tools (Kaseya).
● Assisting with the testing and development of processes and procedures.
Mar­Jul.06 Dell Inc. Glasgow ­ ​Laser Printer Support Technician
● Responsible for providing phone­based technical support primarily for Dell Laser printer products but also fully
trained on Optiplex PC and Latitude Notebook products. Assisted customers in determining problems, and
providing resolutions on technical and service problems. Responsible for customer satisfaction through
effective handling of customer problems. Ensured proper escalation procedures were followed.
● Used troubleshooting techniques and tools (DSN) to identify technical defects/issues.
● Issued service calls in line with documented guidelines and procedures.
● Actively supported the customer in all aspects through to problem resolution, keeping the customer informed
and updated throughout life of incident.
● Clearly and concisely logged and tracked details of solutions provided to resolve customer issue.
Dec.03­Mar.06 Creative Computing, Glasgow ­ ​E­Commerce Manager
● Part­time position as E­Commerce manager responsible for the day to day running and development of the
company’s online shop.
● Administration of the website involving daily updates to inventory, pricing and stock promotions. Also
responsible for ensuring delivery targets were met and customer service and satisfaction remained high.
Jul­Dec.03 Honeywell, Global Customer Care Centre ­ ​Network Monitor / Care specialist
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4. ● Permanent position in the role of Customer Care Specialist, combining network monitoring and troubleshooting
with administrative responsibilities.
● Network monitoring and troubleshooting responsibilities involved using a combination of CLI commands on
Cisco routers and Unix servers, and utilising various network monitoring applications (HP OpenView,
OpenService NerveCenter, and CiscoWorks)
● Administrative responsibilities include logging fault tickets and change requests into a database, then
generating reports from this system. Fault escalation aimed at 3rd party organisations and various levels of
management.
Feb.02­Apr.03 Govan Initiative Ltd, Hills Trust Learning Academy ­ IT ​Tutor & IT Support
● Tutor for the Cisco IT Essentials course (CompTIA A+) and then the Cisco CCNA course, with over 20 students
on each course. This employment ended with redundancy on the 25th April 2003.
● Involved initially with the deployment of the network infrastructure and hardware and software installation for the
newly refurbished Hills Trust Community Learning Academy. This involved the setup of a Windows 2000 server
and deployment of over 80 workstations, using ghost, in a conventional LAN environment.
● Daily support of users for their everyday I.T. issues supporting all networking, O/S and office application issues.
User education and group policy deployment to minimize common user support problems.
Dec.97­Feb.02 Jabil Circuit, Livingston ­ ​Test Support Technician
● Fault finding, diagnostics and repair of PC driven test equipment, including software / hardware installation and
upgrades.
● Responsible for the maintenance of the PC driven test equipment (hardware and software) on various
production lines to minimize downtime and maximize productivity.
● Experience in the functional test of a range of network products from 3com, Marconi and Cisco.
● An in­depth knowledge of the product was required along with sound problem solving ability in order to work in
this high­pressure environment.
Jul­Nov.97 Priceless Computing, Glasgow, July ­ ​Technical Sales and Service
● First line customer support for PC and peripheral sales and service.
● Prioritizing repairs and upgrades, estimating repairs and preparing invoices.
Aug.94­Oct.95 Biwater Rehabilitation, Pipeline rehabilitation, Glasgow
Civil/Measurement engineer
● Responsible for all measurement of pipeline rehabilitation works.
● Liaison between Biwater and Strathclyde Water for all works measurements.
● Preparation of detailed works drawings and finished works spreadsheets for invoicing purposes.
● Pipeline camera operation for quality assurance of epoxy lining works.
May­Sep.90 Tarmac Construction, Coulport Trident Missile site, ­ ​Concrete Technician
● Responsible for all on site concrete slump testing for all grades of concrete pours.
● Concrete cube sample preparation and destructive testing.
● Schmidt hammer testing of concrete in­situ.
EDUCATIONAL HISTORY
2005 ​University of Glasgow, Glasgow
● Introduction to Web Design
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5. 2003 ​VUE Testing Centre, New Hampshire 2003
● Microsoft Certified Professional (MCP)
● Microsoft Certified Systems Administrator (MCSA)
● Microsoft Certified Systems Engineer (MCSE)
2002 ​University of Central England, Cisco Academic Training Centre, 2002
● Cisco Certified Academy Instructor (CCAI)
● Cisco Certified Network Associate (CCNA)
● IT Essentials I – PC Hardware and Software
● IT Essentials II – Network Operating Systems
1996­97 ​Stow College, Glasgow
● Higher National Certificate – Microprocessor Engineering Systems with Diagnostics
1990­93 ​Glasgow Caledonian University
● BSc – Civil Engineering
HOBBIES & INTERESTS
Camping and fishing. Travelling. Adventure motorcycling / Motocross / Trail riding, Weight training.
REFERENCES
Michael Dalwood,
Communications Manager, eHealth systems, SA Health,
99 Gawler place, Adelaide.
Tel – 08 7425 7233
Anthony Clarke,
Operational Lead, Telstra IP solutions Centre,
30 Pirie Street, Adelaide, 5000.
Tel – 0477 739 686
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