Catholic Schools Parramatta Diocese

Technical Support Officer - Network Transformation Project

Cisco

Duties:

- Collaborated with customers to fix network outages, misconfigurations, and complex networking issues of Cisco Meraki devices.

- Used advanced troubleshooting methodologies and techniques to diagnose and troubleshoot wireless, security, routing, switching, and other various network related issues reported by customers and partners.

- Educated customers on the capabilities of Cisco Meraki products to empower them in achieving their goals effectively and independently troubleshoot.
Achieved high customer satisfaction ratings, maintaining a perfectly consistent score over eight months by promptly resolving complex cases across diverse verticals.

- Specialised in resolving Meraki VPN cases to minimize downtime and maximize customer satisfaction.

- Completed a high volume of advanced labs covering wireless, security, routing, switching, and other network-related areas utilising both the Catalyst and Meraki portfolio, enhancing troubleshooting skills and technical expertise.

- Worked with engineering and management to diagnose and resolve critical, escalated issues.

Network Support Engineer - Cisco Meraki

Duties:

- ﻿Monitoring and ensuring effective operation of peripheral equipment including WAN/LAN network infrastructure and online services.

- Manage and secure a Campus topology by enrolling and configuring over 50 IoT devices in JAMF Apple Device Management, ensuring centralized management and enhanced security.

- Assisted in staging over 50 Cisco 9130 Access Points to be deployed in a campus topology.

- Written logical and physical topologies to assist in the upgrading in network infrastructure.

- Perform technical support to end users by utilising directory services, applications and web based systems. 

- Managing end user accounts by utilising Microsoft Azure Active Directory, MDM, ASM solutions.

- Undergoing device maintenance, repairs and upgrades in-house.

- Communicating and collaborating with 3rd party vendors 

- Diagnose and troubleshoot complex network issues utilising TCP/IP & OSI protocols.

- Escalate appropriate issues to help-desk and follow-up for resolution.

ICT Trainee

MSIS Solutions

Duties:

- Provide technical assistance with computer hardware and software

- Resolve issues for staff via phone, in person, or electronically

- Resolve technical issues in a timely manner using available resources within the company

- Providing IT assistance to staff and customers

- Training end-users on hardware functionality and software programs

- Updating computer software. as well as upgrading hardware and systems

- Maintaining databases and ensuring system security

- Documenting processes and performing diagnostic tests

- Keeping track of technological advancements and trends in IT support

IT Support 

JD Sports Australia & New Zealand

Sales Assistant

McDonald's

Restaurant Crew Member

Mark used to be the youngest hire in Cisco APJC history, while more recently Mark is currently participating in one of the largest network transformations in Catholic Education history whilst pursuing a Bachelor's in Information Technology and Security Studies at Macquarie University.

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