This document is a resume for Simon Macpherson summarizing his qualifications and experience working in enterprise IT environments over the past 7 years. It outlines his skills in areas like customer service, problem solving, technical solutions, and building relationships. It also lists his roles and responsibilities in various IT support positions he has held with increasing responsibilities, highlighting achievements like maintaining high system uptime and leading major migration and implementation projects. His education is included along with technical skills.

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174/129-133 • Laver Drive • Robina • QLD 4226 • Gold Coast • Australia • Mobile 0458 026 225
Email simon.macpherson@icloud.com
Simon Macpherson
174/129-133 • Laver Drive • Robina • QLD 4226 • Gold Coast • Australia
Mobile 0458 026 225 • Email simon.macpherson@icloud.com
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Summary of Qualifications
With 7 years experience working in enterprise I.T environments, I have developed
skills in customer centric analytical problem solving, technical solution design and
implementation, building good rapport with clients and colleagues, and an ability to
expeditiously learn and absorb the surrounding environment.
This experience and learning affords me an innate ability to think analytically,
logically and also laterally to identify potential problems and deliver relevant
solutions. Being able to understand highly technical details and translate the details
in to a clearly defined business goal deliverable that is palatable to a broad
audience is a core fundamental of my practice.
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Core Competencies
 Strong
communication
skills
 Strong
interpersonal skills
 Rapport building
with
colleagues/partners
 Strong business
acumen
 Process analysis
and enhancement
 Strong analytical
problem solving
 Strong technical
background
 Leadership and
guidance
 Ability to translate
technical
information to a
palatable medium
 Project
Management
 Systems and
network
architectural design
 Public speaking
 Outstanding work
ethic
 Reliable and
dependable
 Work
independently
 Rapid learner
 Central
technologies (see
Skills sections)

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174/129-133 • Laver Drive • Robina • QLD 4226 • Gold Coast • Australia • Mobile 0458 026 225
Email simon.macpherson@icloud.com
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Experience
Infrastructure & Network Support Engineer July 2014 - Present
Wyndham Vacation Resorts Asia-Pacific Pty Ltd
Roles/Objectives
 Provide systems administration and network support to 1000+ network
devices in a primarily Windows server ethernet and fibre LAN, MPLS WAN
environment.
 Planning, implementation, maintenance, monitoring and support of testing
and production systems and other mission critical services operating
throughout the enterprise to ensure maximum uptime and performance.
 Provide 1st, 2nd and 3rd level technical support to internal incidents and
requests.
 Analyze, troubleshoot and problem solve complex system issues.
 Analyze and implementation changes to existing production systems through
change management
 Plan and deliver projects to meeting business requirements to deadline and
budget.
 Provide technical assistance to externals vendors for support of internal
systems.
 Analysis systems and write detailed technical documentation.
 Point of escalation for Senior Service Desk team member.
 Provide technical assistance to senior engineers.
 Work outside of standard business hours to resolve system issue and ensure
seamless delivery of a project.
 Base service delivery of ITIL framework.
 Provide on-call support on a rotating roster.
Key deliverables/achievements
 Maintained 99% system and network uptime in a 24/7 production
environment 24/7 production environment.
 Monitor application and SQL database availability and performance to identify
issues and apply fixes through change management
 Procured new systems and makes changes to existing systems in required
timeframe and planned specifications.

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174/129-133 • Laver Drive • Robina • QLD 4226 • Gold Coast • Australia • Mobile 0458 026 225
Email simon.macpherson@icloud.com
 Delivered seamless delivery on assigned projects to key stakeholders:
o Windows Server 2003 - 2008/2012 migration
o Migration of key business critical applications and databases to new
servers
o Thin client deployment/integration in to key Corporate departments
o Cisco Catalyst switch core/distribution/edge replacement across
business
o Symantec Endpoint Protection and Data Leakage Prevention
deployment.
o System Center Configuration Manager (SCCM 2012) deployment and
adoption replacing existing deployment and reporting methods.
o Migration of key property management systems to new servers
o Migration of key automated/manual dialing system to new servers.
o Microsoft Exchange 2003 - 2013 migration
o VMware Infrastructure implementation and upgrade
o Implementation of new SharePoint documentation system
Senior Service Desk Engineer 2012 - 2014
Wyndham Vacation Resorts Asia-Pacific Pty Ltd
 Provide 1st and 2nd level technical support to all incidents and requests via
email, call queue, ticketing system, in-person.
 Manage incident resolution including prioritization on time sensitive problems
and escalations
 Support over 1500 end users in 3 countries across 4 times zones
 Point of escalation for Service Desk team members.
 Supervise team workload and manage allocation of jobs
 Analyze and identify operational processes for change enhancement
 Work closely with infrastructure team and web development to provide
technical incident resolution.
 Support project delivery.
 Collaborate with on/off-shore resources including 3rd
party vendors.
 Provide guidance and mentoring to service desk team members
 Provide on-call support on a rotating roster.
Key deliverables/achievements
 Provide resolutions to all reported issues and requests to set Service Level
Agreement (SLA) within ITIL framework.
 Drive communication and priority within the team to ensure consistency
across the organization.

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174/129-133 • Laver Drive • Robina • QLD 4226 • Gold Coast • Australia • Mobile 0458 026 225
Email simon.macpherson@icloud.com
 Effective management and prioritization of all IT escalations.
 Supervise and manage workload of service desk team members
 Sole management of Windows XP -> 7 migration across the business via MDT
Service Desk Engineer 2008 - 2012
Wyndham Vacation Resorts Asia-Pacific Pty Ltd
 Provide 1st and 2nd level technical support to all incidents and requests
logged to the IT Service Desk.
 Manage incident resolution including prioritization on time sensitive problems
and escalations
 Support over 1500 end users in 3 countries across 4 times zones
 Work closely with infrastructure team and web development to provide
technical incident resolution.
 Collaborate with on/off-shore resources including 3rd
party vendors.
 Provide on-call support on a rotating roster.
Key deliverables/achievements
 Provide resolutions to all reported issues and requests to set Service Level
Agreement (SLA) within ITIL framework.
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Education
Bachelor of Science 2001 - 2004
University of Auckland, Auckland City, New Zealand
Major: Computer Science
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Skills
Microsoft Windows Server
Microsoft Exchange
Citrix Xenapp
Backup Solutions
BlueCoat Proxy
MS SQL, MySQL Server

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174/129-133 • Laver Drive • Robina • QLD 4226 • Gold Coast • Australia • Mobile 0458 026 225
Email simon.macpherson@icloud.com
VMware Infrastructure
Cisco Switching & Routing
LAN/WAN/VPN Networking
HP Servers
SAN
Cisco UCCE
Endpoint Protection
Web Servers
Cisco ASA
Co-location Setup
Powershell/Python Scripting
MS Suite
HTML 5, CSS
Swift for iOS
AWS