Profile An IT professional with extensive recent experience in front line support, I have in the past been a database developer and other non IT careers

Experience includes: • 7 years general Level 1 to 1.5 Help Desk (HDI, MCP and A Plus Certifications) • 18+ years Filemaker Pro experience • 10+ years MS-Access experience (including about 3 yrs with MySQL backend) • 2+ years experience PHP/MySQL database

in previous working lives I have been a Nuclear Medicine Technologist, Radio Announcer and a Music Historian - an odd mix that nevertheless serves me very well in my current role and aspiring future roles. I have a diverse range of interests from Video and Audio editing to health and nutrition and bushwalking.

IT Employment History (Paid and Unpaid) August 2009 - April 2015

Help Desk Analyst (Level 1 and 1.5), HP Enterprise Services, 25 Pierson Street Lockleys SA 5032.

• Employed with HP, 8/2009 to the present (previously with them as a contractor, see below) at Pierson Street Lockleys SA. Accounts worked on were:

- Elders acount at HP - November 2012 to present

- Department of Human Services (Child Support Program) until end October 2012.

- Australian Taxation Office’s account until July 2011. I currently hold Baseline clearance, Department of Defence (which took over clearances for all Public Service Departments), - held a Highly Protected Clearance until 2 years ago with the ATO and DHS.

• For most of these accounts, the role involves:

◦ Receiving telephone calls or other communications from the account holder’s employees in regards to faults or service requests relating to the account holder’s IT infrastructure: the SOE, Hardware or network.

◦ Performing basic troubleshooting with a view to 'fixed on first', or to escalate to a higher level support group if required.

◦ Raise and action service requests from the account holder’s end users, for example creating a new user account or granting a user access to a particular network resource.

◦ Systems used: ticketing system: HPSM, BMC Remedy, Technical Systems such as MS Active Directory, Remote Assistance, Remote Desktop Companion, other Windows Server 2003 Admin tools and purpose designed tools such as ‘Webrat’.

◦ SAP systems such as EMP (HR management) • Skills obtained

NICK TURNER 3/7 Hardys Road, Underdale SA 5032

Tel. (08) 7220 7480

E-mail:nick.turner@adam.com.au

mobile: 0468 342 935

◦ Furthering my skills on Windows Server 2003: such as restricted folder creation on basic and cluster file servers, restriction of printers, configuration of specialised systems such as RSA token servers, MOC servers, Safeboot servers, creation of specialised user accounts such as ‘Admin’ accounts and test accounts, creation and modification of MS Exchange Public Folders.

◦ More advanced desktop procedures such as fixing problems in the registry, rebuilding user profiles.

• Achievements

For the last 6 years in this role I count as a major achievement the ability to interact effectively with both technical and non-technical people alike, often serving as a bridge between the two paradigms.

I have also proved to myself that I can adapt from my previous role as a programmer, which had limited interactions with people in general, to one that has continual interactions with people - both the client’s users as well as fellow team members.

The role has also brought out the detective in me, searching, in my desire to go the extra mile for the client, for the best possible outcome for the client.

When I came back to Adelaide, my immediate role was as a mentor to the new recruits on the ATO and DHS accounts - unofficially acting as advisor on the processes of both accounts. I enjoy helping my fellow team members - to me, “customer service” does not stop at the end user, but applies equally to fellow team members and managers. • Future Aspirations

Vocational: I would like to move out of the purely technical side of IT and more into the people side of things. I feel that I have great deal to share with people in terms of my experience both in IT and in other areas of my career beforehand. I did apply for ITIL training at HP some years ago but was not accepted. However i would still be interested in future training if offered.

Personal: I would appreciate a role that manages people, and feel I have the necessary life experience (both in and out of the iT industry) to fulfill such a role easily - eg in my role as the Sound Recording Co-ordinator at 5MBS I was responsible for management of human and technical resources to the Society’s recording projects, and in my role at St Johns Church I was the choir director and manager of the church’s musical life.

February 2008 to August 2009

Help Desk Analyst, Electronic Data Systems (EDS, now HP Enterprise Services). 14 Moore Street Canberra ACT 2600.

• Contracted to Ross Human Directions, served as a contractor to EDS in their support of the Australian Taxation Office and Child Support Agency (Now Department of Human Services, Child Support Program) accounts – 2/2008 to 8/2009 at Moore Street Canberra.

• Role involved:

◦ Receiving telephone calls or other communications from ATO and DHS (CSP) employees in regards to faults or service requests relating to the ATO and DHS infrastructure: the SOE, Hardware or network.

◦ Performing basic troubleshooting with a view to 'fixed on first', or to escalate to a higher level support group if required.

◦ Raise, and optionally action service requests from ATO and DHS clients, for example creating a new user account or granting a user access to a particular resource.

◦ Systems used: ticketing system: ATO's CAMs – Peoplesoft CRM system, Technical Systems: MS Active Directory, Remote Assistance, other Windows Server 2003 Admin tools.

April 2000 to February 2008

Database Developer, Claridge Holden, 363 Unley Road, Malvern SA 5061.

• Developing and maintaining the "Pricepoint" database system (MS-Access + MySQL backend, 7 client modules: Sales, Manager, Servicing, Service Manager, Invoicing, Utilities.

• variable hours - initially full time but eventually 2 days per month.

June 2000 to January 2006 (unpaid volunteer)

IT and Live Recordings Co-ordinator, Music Broadcasting Society of SA Inc. • Developed and maintained the Record Library database (Web based application

incorporating PHP/MySQL/Javascript/HTML), Membership database (Filemaker Pro), Broadcast Schedule Database (MS-Access).

• Maintained a small network of 10 computers • Co-ordinated a team of 5 sound recordists

January-April 2000

Database Developer, M2 Technology, Norwood, through Comskill Inc., Adelaide. • Design of 5 MS-Access databases: Sales Tracking (2 versions), Dealerships, Security

and Customer Service.

February - April 1999

Database Developer, City of Onkaparinga, Old Noarlunga, through Comskill Inc., Adelaide. • Customised an existing database "Fleetmex" to the specifications of the employer. Used

all functions of MS-Access, including modification of reports, data entry screens and tables.

June 1996 and August 2003

Assistant Sound Librarian, Australian Broadcasting Corporation, Collinswood SA • Although employed to assist in the Sound Library, my database skills were recognized

early and I was made responsible for developing a CD acquisition and purchasing database using MS-Access 2.0. Later in 2003 I was called back to upgrade the database from Access 2 to Access 2000 format.

Earlier Employment and Study

1988-1996, Studying for BA (Mus), included volunteering at 5UV (now Radio Adelaide) where I developed a number of databases for the classical music coordinator.

1987, Studying for C Mus

1985-1986, Nuclear Medicine Technologist, Mater Private Hospital, Brisbane

1983-1985, Nuclear Medicine Technologist, Flinders Medical Centre

1982, Working Holiday in UK: Nuclear Medicine Technologist at a number of London hospitals.

1980-1981, Nuclear Medicine Technologist, Flinders Medical Centre.

1977-1980, Internships and training for ADRT

Education and Qualifications (reverse chronological order) February 2007 – January 2009

August 2007

Microsoft Certified Professional (Windows Server 2003)

June 2007

A+ Certified Professional (CompTIA)

June 2007

Certified Help Desk Analyst (Help Desk Institute)

February 2007: Enrolled in ExpressIT Deluxe course, Excom Education.

Future Aspirations

Microsoft Certified Systems Administrator (MCSA) or later equivalent

Microsoft Certified Systems Engineer (MCSE) or later equivalent

July 1998

Diploma of Business Programming - Computer Power Training Institute, Adelaide, SA

May 1993

Bachelor of Arts (First Class Honours in Musicology) - University of Adelaide, SA

January-November 1992

Participation in the Education Abroad Program with credits towards Bachelor of Arts degree above - University of California, Los Angeles (UCLA), USA

1987

Certificate of Music - Brighton Institute of TAFE, Brighton, SA.

1981

Certificate of Accreditation - Australian and New Zealand Society of Nuclear Medicine.

April 1980

Associate Diploma in Radiological Technology (ADRT) - South Australian Institute of Technology (now University of South Australia)

Licences SA Drivers Licence Class C (Passenger) and R (Motorcycle)

Other Languages French (Year 12 standard), German (Basic understanding), Italian (very basic level)

Volunteer and Community Activities Former member and volunteer, Radio 5MBS - presented radio programs, recorded and produced live performances, maintained the IT infrastructure.

Member of Council, Recitals Australia until 2008.

1994 - Director of Music and Organist, St John’s Church, Halifax Street Adelaide.

Personal Interests • Listening to, composing and playing Classical music (I play the pipe organ and piano) • Bushwalking • Singing in Choirs • Authoring DVDs, editing and mixing sound and vision. • Creating movies

• Travel - recently I visited Vietnam and Cambodia. • Health and Nutrition • Meditation and Personal Development