MATTHEW FREEBAIRN

In addition to my regular responsibilities detailed in the Cloud Support Engineer role, I also:

• Provide escalated support and training for the support team across 5 different systems in multiple locations including on-prem, hybrid-cloud and in-cloud solutions.
• Oversee and manage the software for monitoring device patching, antivirus and backup solutions for 2500+ end user devices, serving multiple companies.
• Lead the deployment of cutting-edge Microsoft technologies, including Autopilot, Intune, and Azure AD, enhancing efficiency and security across the organizational IT landscape.
• Take charge of hardware and licensing procurement operations, managing relationships with multiple vendors to ensure seamless acquisition processes.
• Act as the on-site liaison between the company and clients during customer onboarding, playing a pivotal role in fostering positive in-person relationships. This involves effective communication and proactive problem-solving to enhance the onboarding experience.

• Enhanced system performance by optimizing cloud infrastructure and effective problem resolution for Cloudland customers.
• Reduced downtime for clients by proactively monitoring and troubleshooting cloud-based issues.
• Acted as the primary interface with customers and third-party entities to ensure seamless support and swift resolution of issues.
• Created and maintained technical documentation, such as Knowledgebase and How-To documents, contributing to the organization's wealth of knowledge.
• Heightened customer satisfaction by promptly delivering technical support and resolving complex issues, consistently exceeding contracted SLA targets and internal expectations.
• Maintained up-to-date knowledge on industry trends, contributing to the continuous improvement of cloud services offered.
• Executed proactive system maintenance, including patching and upgrades, ensuring optimal performance of customer servers and applications.
• Created custom scripts to automate repetitive tasks, increasing efficiency within the team.

• Implementation of moderate scale wifi networks
• Design and maintenance of Parafed Waikato Database
• Manage Active Directory both on premise and azure
• Managing of O365 products
• Ongoing maintenance of computer software and hardware, both servers and desktops
• Managing Veeam backups
• Large scale antivirus package roll out and maintenance
• Ongoing maintenance and support of 150 users including Windows10 version updates, security and feature updates
• Experience using and maintaining Microsoft Teams
• Upgrading and rebuilding of computer hardware
• Independently carry out site visits to businesses and charities managed by the Perry Group completing various IT tasks
• Answer phone and email requests from a client base of around 150 users country wide.

• Managing all technology infrastructure and systems
• Write and maintain custom scripts to increase system efficiency and lower human intervention time required on tasks
• Maintain security, backup and redundancy strategies
• Managing and designing server infrastructure
• Analysing system logs for any potential security breaches or network issues
• Managing shared servers and desktop users across multiple OS
• Installing and configuring new software and hardware
• Setting up user profiles, desktops and laptops
• Experience with use of MS Intune.

• Answer phone and email requests from a client base of over 500 users
• User maintenance using Microsoft Active Directory on premise
• Resolve technical issues via verbal or written communication
• Maintain a high level of professionalism and good customer service to clients from the help desk
• Ongoing maintenance of computer software and hardware
• Issue tasks via computer networks
• Work in a fast-paced environment where both quality of work and efficiency are essential.