MARCUS HARDY

CONTACT

0429 394 378

20 Minchington Rd

Elizabeth North

South Australia 5113

Email Marcus Hardy

LinkedIn profile

SKILLS

Excellent Customer Liaison

Supervisory Skills

Work without supervision

Lateral thinking

Positive, Hard Working

Honest, Reliable

PROFILE

I have 27 years’ experience in the I.T industry, running a small business from 1991 to 2007 and with Hewlett Packard Enterprises initially as a service desk analyst, then the escalations team technical resource and finally as a level 2 agent. I have well developed skills within I.T. including networking, servers, troubleshooting and resolution, programming. I am described as loyal, conscientious, adaptable and service focused. I am motivated to provide first class service to customers. My experience has led to the development of efficient troubleshooting, information gathering and problem solving skills. I possess excellent Customer Service skills along with the ability to respond to requests for technical assistance in person, via the phone or electronically.

WORK EXPERIENCE

Service Desk Analyst Hewlett Packard Enterprises - Lockleys SA June 2009 – April 2015 Initially placed as a level 1 service desk analyst for an Australian banking organisations computer workstations, Servers, Network, peripherals and software After twelve months was promoted to escalations (Customer Experience Team) as Technical Resource responsible for:

Investigating and resolving technical issues unable to be solved by other support groups.

Develop processes and procedures to create a training manual for the C.E.T team and which can be used for similar teams within HP

Automation of report generation and ticket updating using the AutoHotkey language

Creation of GUI tools to simplify issue investigation and resolving Transferred to 2nd level support team (End User Support) where the primary responsibility is to investigate and resolve issues unable to be resolved by level 1 and other support groups. Achievements

Multiple compliments received from clients after working on their issues.

Multiple mentions on the HP Shining Stars site

In December 2011, awarded Agent of the year for escalations.

APJ ITO Star Performers

GSD CBA Service Desk

Service Excellence Hall of Fame

Nominated for the CSIA Customer Service Professional of the Year Award 2012

CSIA - Certificate IV Business – Certified Customer Service Professional

REFERENCES

Stephen Buck

Distribution Power Design

Email Steve Buck

0418 820 747

Leon Graham

UMC and DPD

Email Leon Graham

0417 896 080

Lindsay Lyall

Australian Quarantine Inspection Service (Retired)

Email Lindsay Lyall

0435 878 941

WORK EXPERIENCE CON’T

FACTORY/ASSISTANT LEADING HAND Hunter Douglas - Alody Division - Timber Shutters April 2007 – April 2009 Manufacture & assembly of internal timber shutters, timber venetians, pelmets Repair of timber shutters & components Initially hired as a general factory hand. Trained in the operation of various plant such as Invincible & Luna saws - Automated drilling machine, Drill presses – Bandsaws – Pneumatic clamps – Routers etc. Chosen to:

Develop methodology for spray painting of components

Spray painting of components

Train team members in spray painting and other processes

Act as assistant team leader whilst team leader on other duties

Creation of OHS, check and operation list for plant Achievements

OHS award on safety

OHS award on environment

Creation of SHE, check and operation documents for plant

Development of processes to reduce waste

Manager/Technician InteSol (own business) 1991 – APRIL 2007 Sale of systems and networking solutions Design and construction of PC’s and servers Installation and maintenance of servers and associated networks and NAS Development and maintenance of web sites Programming On-Site maintenance Repairs and upgrades Accounting

Team Manager/Technician Hutchison Telecoms Pty Ltd - Previously AnswerPage Communications, paging and answering service 1985 - 1991 Team management ( Technical division ) Systems control and maintenance of computer systems and terminals, paging terminals, radio transmission systems, Telephone systems. Programming in Ccode, PASCAL, TODAY, UNIX scripts Electronic design of system and communication interfaces. Systems performance evaluation and tuning Hardware and software R & D Liaison with external companies such as Telecom, ( Telstra ) ETSA, IBM etc. Systems design, evaluation and purchasing Systems analysis and software creation for clients Managerial reporting to all departments Department training in procedures and systems Achievements Several certificates in programming and UNIX operation Design and implementation of unique electronic interfaces Design and implementation of custom communications software Design and implementation of efficient computer room wiring systems

WORK EXPERIENCE CON’T – ADDITIONAL SKILLS/EXPERIENCE

Factory hand Mitsubishi – Panel and other presses – Foundry

Welding Arc Oxy/Acetylene Plastic (thermal)

Woodwork

Metal work of various types – Sheet and tubing

Concreting

Brick (paver) laying

Painting – Suburban interior and exterior

Mechanical Motor car servicing Motorbike servicing, repair and customisation Engine pull down and repair/rebuild