Benjamin Nix

August 2026 — Current

Assisting in a 4-man support team to provide IT services to 1500 staff at 130 stores nationwide between major subsidiaries CNW electrical, Samios plumbing supplies, and Sherriff electrical.
Providing phone queue support across a 5-day working week with shift times maximizing coverage across Australian time-zones.
Maintaining user onboarding and offboarding across head office and all retail branches.
Remote maintenance for hardware and network troubleshooting, using Cloud SIP services, Kace device management as the MDM, and HP Aruba network hardware.
Device maintenance, warranty claims, replacement and procurement, and managing courier services to various branches.
Management of networks and an SD-WAN through 3rd party Macquarie Telcom and mobile services through ExceedICT.

May 2024 — Current

Acting as the sole IT support staff for the QLD branch, supporting 160 staff across SE QLD, plus 500 remote staff across NSW, with assistance from teammates in Sydney.
Remote desktop and handheld support for Sales and Construction team members.
Network support and maintenance of QLD office infrastructure and 13 satellite display home locations from the Gold Coast to the Sunshine Coast.
Documentation and technical training for users and Level 1 IT technicians.
Network and application diagnosis and escalation to App support staff.
Deployment of 6 new display homes and accompanying IT infrastructure and NBN services, plus decommissioning of 2 display homes.
Server and virtualization management for central services: print, DNS, DHCP, ADC (hybrid environment), data storage and backups.

December 2023 — May 2024

Point of escalation for front-line staff, providing services to 40+ clients and their unique IT environments.
Understood end-user reports, translated non-technical symptom descriptions, and converted business needs into technical requirements.
High focus on Microsoft 365, particularly backups and contingency, plus Exchange security and domain authentication.
Diagnosed network and system incidents across client legacy environments, often involving methodical elimination.
Ported number blocks and worked with telephony carriers; deployed telephony systems and call flows via 3CX, Access4 using Cisco BroadWorks & Webex, and Microsoft Teams integration.
Project and ticket time tracking and SLA fulfillment, ensuring labour was accurately logged and users responded to promptly.
Understood and maintained unique line-of-business software and applications across various industries.

July 2022 — December 2023

Maintained, monitored and enhanced on-prem networks at 30+ existing sites, interconnected via SD-WAN routing.
Administered a hybrid-cloud Active Directory focused on automation through Group Policy and Intune Policy.
Initial network deployment of 9 physical sites, including 2 warehouses in Pinkenba and the Indooroopilly Automall.
Life-cycle maintenance, including EOL devices and backups with a prioritisation for cloud solutions.
Maintenance of a tier 1 data centre, with responsibility over virtualised technology (mainly VMware).
Provided incident management and triage support to Level 1 / Level 2 technicians.

March 2021 — July 2022

Collectively resolved 5,000+ tickets across Level 1 and Level 2 support roles with varying complexity and time allocation (roughly 3,000 incidents at Level 1 and 2,000 at Level 2). Experience with Jira, Service-Now and 4me.
Acted as an IT ambassador, communicating between the IT department and executive / branch managers as a translator of business needs into technical needs.
Dealt with various 3rd party software and hardware installations, plus 3rd party technicians and business requirements.
Successfully ran up hundreds of Windows and iOS endpoints for new and existing users, migrated existing user settings and maintained compliance requirements across devices.
Opted into a rotating Saturday shift with the Services team.

July 2020 — March 2021

Call queue coverage, averaging around 25 inbound calls a day, with rotating shift start times to cover a range of operational time zones.
Handled BAU tasks such as user administration / provisioning, print management and support troubleshooting.
Triaged tasks to senior teams, actively attempted and documented tasks before escalating, and learned from senior technicians.
Complied with SLAs, maintained the unassigned incident queue and endeavoured to ensure customer satisfaction.

July 2020 — March 2021 — on weekends

Maintained fridge stock, and front bar spirits during trading hours inclusive of on-peak times such as happy hour.
Performed rounds of grabbing used glasses and maintaining dishwashers for clean glass stock.
Close of store duties such as mopping and wiping down of surfaces, inventory checks and tidying karaoke rooms.
Occasionally got to cover front bar, serving beverages and sorting out pool table and karaoke room bookings.