Ben Madden

I am a highly-experienced IT technician with a strong background in technical support growing his experience towards a larger management roll. I pride himself on high quality customer service with a focus on fast response and high closure rates. With over ten years’ experience in small to medium sized businesses in a variety of industries, I have developed a well-rounded skill-set and can easily adapt quickly to changes both expected and unexpected situations and the ever changes in business requirements.
I am often complimented on my friendly, easy going and polite nature, and for the enthusiasm and dedication I bring to each new job. Colleges often look to me for help and guidance in many situations and it’s not unusual for me to build a strong, long lasting, professional relationships with my colleges and fellow employees.

Personality
I’m a very approachable person with a great sense of humour, who jumps to lend a helping hand. I am a very loyal and dedicated professional that takes great pride in my work.

Highly Motivated
I’m a highly motivated individual whom is energised from within. I also take great pride in my work and hate to leave a job half done.

Fast Learner
As you will know the IT industry is constantly evolving, which is why I do too. I am keen to embrace new technology to changing business requirements or industry demands as my experience in the banking industry has taught me.

Team Dynamics
I feel empowered in a team environment and approach our responsibilities and goals with drive and ambition. I take direction well, though with my friendly nature, I can motivate and encourage those around me to succeed. Running my own, one-on-one support business in my down time though has shown me that I have no problems working autonomously.

Customer Service
High quality customer service is the most important aspect of my work. As opposed to “simply fixing” a problem for a client, I believe that a friendly smile and helpful coaching through to resolution, builds confidence and promotes proactive self-help of end-users. It’s very rewarding when I can alleviate a client’s frustration.

Problem Solving
Working in a support role has taught me to be result driven and to approach all problems from as many angles as possible. If I can’t solve a problem on my own, I’m found to be very resourceful in my research. This approach means I work well with service level agreements.

Hardware
I have had stacks of hands on experience with the inner workings of servers, desktops, laptops, printers, mobile phones and tablet devices. I can troubleshoot and diagnose a lot of issues on-site, saving organisations from the difficulty associated with return to vendor warranties.

Desktops Software
I have extensive experience with Windows desktop operating systems; including Windows XP, Windows Vista, Windows 7 and growing experience with Windows 8.

Servers Software
I have installation and functionality exposure in Windows Server 2003 and Windows Server 2008 operating systems including Active Directory, group policies and Internet Information Server (IIS). I have worked extensively with Windows SBS 2008 (Small Business Server) including Exchange 2007. I also have had limited usage with Microsoft SQL Server 2000, 2005 and 2008 R2 and can perform mailbox and distribution list management in Microsoft Exchange 2003 and 2010. I’m confident using VMware virtualisation infrastructure servers (vSphere) and numerous other specialised software including Ultradata Core Banking Server and TransLogix OPAL to name some. I can navigate around IBM’s AIX operating system and utilise “UniVerse” database server.

Applications
I have diverse experience with the Microsoft Office suites 2000 through to 2013. I am quite strong in my use of Word, Excel, Outlook, Publisher, PowerPoint, Visio, Access and OneNote. I have also recently started providing support for Microsoft Dynamics AX used as a purchasing and finance solution. I am also familiar with Adobe Creative Suite, helpdesk solutions such as Layton ServiceDesk and other custom implementations.

Programming
I have significant exposure to HTML and CSS, and have also worked with content management systems such as Joomla and Wordpress. And I have varying degrees of knowledge with ASP, PHP, Java Script and VBA.

Network
I have hands on experience with LAN and WAN networks across local branches and interstate offices. I’m regularly on-site to perform routine maintenance, replacement and installations. I have worked with common protocols such as DCHP, HTTP, FTP and DNS to name a few.

Southern Cross University
Master of Information Technology Management

Certifications
G Suite: Deployment Services Specialist (2020)
Google Cloud Certified in G Suite (2019)
Google Certified Associate - G Suite Administrator (2017)

Courses
Architecting with Google Cloud Platform - Coursera

TAFE NSW
Certificate IV in Information Technology (Network Management) with Distinction
Certificate IV in Information Technology (Client Support) with Distinction
Certificate IV in Project Management

Operations Manager - 1 year and counting
Leveraging a strong foundation in IT infrastructure and support management, I was promoted to Operations Manager, assuming expanded responsibility for the overall efficiency and effectiveness of business operations. This includes streamlining internal processes, improving team collaboration, overseeing specific projects and their successful delivery, implementing new operational tools or systems, driving cost efficiencies. I am currently focused on optimising workflow automation and contributing to the achievement of key business objectives.

Infrastructure Manager - 6 years 2 months
Progressed to a full-time Infrastructure Manager role with significant responsibility for the cloud infrastructure supporting our clients and the management of our shared hosting environment. This encompassed end-to-end oversight of critical systems, ensuring their stability, security, and scalability. A key aspect of this position involved managing infrastructure-related projects for our hosting customers, from initial consultation and planning through to implementation and ongoing support.

Support Manager - Contractor - 1 year 4 months
Engaged as a contractor to provide crucial stability and consistency within the support department of a rapidly growing web development company. My primary objective was to ensure timely and effective customer support, with a specific focus on the existing hosting customer base and the expanding Google services clientele. During this period, I spearheaded the implementation of an R1soft automated backup solution and established comprehensive system monitoring using Stackdriver, significantly enhancing data protection and system reliability. As a Google Cloud Partner, this role also involved intensive training on Google Cloud Platform and achieving Google G Suite certification, enabling me to provide expert support and guidance on these platforms.

IT Technician - Contractor for 4 years
As a contractor on the Mid North Coast, I undertook a diverse range of IT projects for prominent organizations, demonstrating adaptability and technical proficiency across various environments:
IBM/Westpac – Played a key role in the nationwide rollout of new IT hardware across multiple branch locations.
HP Australia – Managed the deployment of printers for Ramsay Health and Harvey Norman sites.
Bendigo Bank – Served as the local technician for computer and network rollouts, along with the installation and decommissioning of hardware.
bcu – Contributed to a major hardware rollout across several stores and significantly reduced outstanding helpdesk tickets by over 70%. Additionally, I was involved in the development of custom touchscreen kiosk software.
StarTrack Express – Participated in the pilot data migration project as the onsite technician, contributing to planning, implementation, hardware deployment, and site training.
Maritime NSW – Conducted a comprehensive hardware audit across multiple sites during the merger of government departments and served as the onsite technician for the replacement network and VOIP rollout.
JB HiFi – Provided regular onsite IT health checks and managed hardware rollouts for various locations.
Medibank Private – Executed PC replacements for the local office.
Bupa Aged Care – Conducted a multi-site hardware audit for a major IT equipment overhaul in 2016 and subsequently managed large-scale hardware replacements across several sites based on the audit findings.

IT Manager for 1 year 11 months
Established and managed the internal IT services for approximately 40 staff across four geographically dispersed offices in Australia. This comprehensive role encompassed all facets of IT, including internal support, system administration, and providing strategic guidance on technology adoption. A significant achievement during my tenure was the successful facilitation and execution of the relocation of three local sites into a unified two-building location, including the seamless transfer of core systems and staff. I also implemented crucial IT service policies, such as an internal SLA, centralized support communications, and a proactive 12-month technology roadmap. My problem-solving skills were instrumental in resolving long-standing critical IT issues, including server instability, recurring backup failures, and the development of a comprehensive electronic security policy. Furthermore, I developed and deployed a custom internal messaging system with integrated video conferencing capabilities between sites. I also facilitated the launch of a new company website developed by a third-party, working closely with the marketing team. A substantial portion of my time was dedicated to providing essential user training and support to internal staff, enabling them to effectively utilize existing software solutions and understand their full potential.

IT Support Engineer for 1 year 2 months
Responsible for managing and maintaining the IT support queue for over 300 computer users and 700 mobile devices across 33 sites in four states. As the primary point of contact for all support inquiries, I ensured the efficient management of the support queue, consistently achieving the lowest average of outstanding tickets in recent years. My responsibilities also included managing several site relocations, providing remote training and user guides, overseeing IT spare stock and hardware deployment, and conducting critical core system backup processing and redundancy checks.

IT Support Officer for 4 years 7 months
Commencing as a Level 1 hardware support technician, I rapidly progressed to Level 2 and onsite support responsibilities, covering a wide range of areas including branch hardware, core banking systems, and other critical applications. Throughout this period, I consistently maintained the highest support ticket closure rate within the team. My commitment extended to providing crucial weekend and public holiday after-hours support, often involving time-sensitive daily processing tasks. Beyond routine support, I played a key role as the primary IT resource for two significant Telstra network upgrades and the implementation of a new VOIP telephone system. I became the lead IT officer for the setup and relocation of over half a dozen branches, managing all aspects of software and hardware configuration and installation. My duties also included the maintenance and updates of both the primary website and the internet banking platform. I successfully led several projects focused on integrating new technologies into the branch network, enabling the delivery of enhanced services to members. As an integral part of the IT team, I was responsible for executing critical end-of-month, end-of-year, and end-of-financial-year processing essential for the business operations.