Charlie Potter Cloud Resume

Experience

Server Management: Administering and troubleshooting both Linux and Windows servers, ensuring optimal performance and reliability across client environments.
Networking: Managing a wide array of networking devices (routers, switches, firewalls) across multiple vendors to support robust client connectivity and security.
Patch management: Assisted in setting up automated patching of server environments using WSUS, and ensuring they remain healthy.
Virtualisation: Supporting and maintaining VMware environments.
Backup solutions: Maintaining backup solutions with Commvault and Veeam, ensuring data integrity and recovery readiness.
Cloud services: Supporting Microsoft Azure and Intune for deploying, managing, and securing cloud-based resources.
Client support and troubleshooting: Providing both remote and on-site technical support as required to maintain client satisfaction and uptime.

Tier 1 Support: Served as the first point of contact for technical issues, resolving the majority of assigned tickets on initial contact.
Basic User Administration: Handled routine user requests across Active Directory, Entra ID, Exchange, Windows 10/11, and iOS devices.
Training New Staff: Provided one-on-one training to new service desk agents, and assisted existing service desk agents who were handling complex issues.
Process Improvement: Travelled interstate to assist with onboarding new support processes; developed training materials from this experience and led training sessions for fellow service desk team members.