Robbie Norris
Auckland CBD
Summary
Professional support analyst with strong background in IT support and troubleshooting. Consistently ensures seamless operations through effective problem-solving and communication. Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Analyst, Hardware and Tech bar Support, Asset Recovery
AON New Zealand
01.2024 - Current
- During my time at AON, I have been required to provide L1, but mainly L2, and L3 support across 65+ offices around the country.
- We use ServiceNow as our ticket management system to provide support across the Asia Pacific region in some cases, meeting SLAs in a timely manner.
- This is also where we manage our assets, making sure they are up to date and have the correct fields based on their status.
- We manage over 1000 different items and must make sure the comments and fields are correct.
- Used Microsoft Configuration Manager (SCCM) to manage users’ devices and related applications, running advertisements to push through installations that are stuck, as well as managing event services that could be preventing their machine from updating.
- Used Active Directory to manage users’ groups, account access and what groups they are members of.
- We use Aternity EUEM as a means of troubleshooting user devices across the country.
- Aternity EUEM is an end user monitoring application for both device and application functionality.
- It provides information for the health of user devices and provides us with the ability to troubleshoot remotely to punctually repair user issues.
- I have the Aternity EUEM: Core Certification 2025.
- Complete Laptop Refreshes.
- When laptops reach their disposal date, we are responsible for building a new machine, logging a task, updating ALM and getting their new device sent to them, setting it up with them, as well as couriering their old machine back to Auckland HO.
- This year we did around 300 of them as a team.
- Required to complete CRE Projects (Corporate Real Estate) where we Decommission a site that is no longer being used, taking the IT equipment from the site, ensuring we follow business policies and procedures, and Recommission them to a new site.
- It is vital that we meet Stakeholder expectations and get it done within the time frame allocated.
IT Service Desk Analyst, On-call, Hardware, Support across 3 firms
Chapman Tripp
12.2022 - 12.2023
- Provided L1, L2 and L3 support across Auckland, Christchurch, and Wellington firms.
- Used Service Now (Spark), Fresh Service, and Service Manager Console (Chapman Tripp) ticketing systems to provide support in a timely manner meeting SLAs.
- Used Microsoft Configuration Manager (SCCM) to track and manage users’ devices and related applications across all firms, with the ability to add and remove them to certain internal applications when required.
- Used Active Directory to manage users’ groups, account access and what groups they are members of.
- Hardware installation (re-imaging and building laptops, re-pairing dongles to keyboards, mice and Jabra Headsets using software) across Auckland, Christchurch, and Wellington.
- Experience at Spark & Chapman Tripp with Exchange Online Admin/On Prem & Intune.
- Travel to Auckland office for extra support when the team is light, have done this on three occasions, on one of those occasions I was in Auckland for a full week.
- Network support when the meeting rooms go down, this includes re-patching rooms at the switch in our server room and re-booting the Crestron Systems, almost daily.
- Troubleshooting law related systems such eDocs, & NetDocuments, which are systems that store millions of files/emails that the lawyers need to keep in storage.
IT Service Desk Analyst, Supporting the Department of Corrections across all of NZ
Spark NZ
05.2022 - 12.2022
- Company Overview: Contracted through Tech Resource People Limited, TRPL
- Contracted through Tech Resource People Limited, TRPL
Sales Assistant, Competent Visual Merchandiser, Manager in training, stand in Assistant Manager
Converse
12.2020 - 05.2022
- Company Overview: Outlet City, Tawa
- Outlet City, Tawa
Part-time coach, working with Wynton Rufer
WRNRS Football Program
01.2020 - 05.2022
Checkout Operator, Trolley to Store, Grocery, Online
Countdown
03.2019 - 04.2020
- Company Overview: Tawa
- Tawa
Checkout Operator, Packing, Trolley to Store, Grocery
New World
11.2017 - 01.2019
- Company Overview: Tawa
- Tawa
Responsible for the cleaning of the salon on a weekly basis to a high standard
Salon Savoy
07.2016 - 11.2017
- Company Overview: Tawa
- Tawa
Education
Certification in Aternity EUEM: Core - Information Technology
Riverbed Academy
01-2025
Certification in HP SQ24 - Information Technology
HP
01-2025
Diploma in Sports Management - Sports Management
New Zealand Institute Of Sport
01-2020
Diploma in Sport, Recreation And Performance - Sports Management
New Zealand Institute Of Sport
01-2019
NCEA - Level 3 - Middle School Education
Tawa College
01-2018
NCEA - Level 2 - Middle School Education
Tawa College
01-2017
NCEA - Level 1 - Middle School Education
Tawa College
01-2016
Skills
- Support ticketing systems
- Application support
- Incident management
- ITIL processes
- Remote support
- Software knowledge
- User account management
- System administration
- Hardware support
- Network troubleshooting
Accomplishments
July 2024 - IT Feedback Technology Winner - For receiving 36x 9 or 10/10 positive responses for rectifying cases with great quality across the APAC (Asia, Pacific) region.
Certification
2025 – Aternity EUEM: Core Certification
2025 – HP SQ24 Certification
Timeline
IT Support Analyst, Hardware and Tech bar Support, Asset Recovery
AON New Zealand
01.2024 - Current
IT Service Desk Analyst, On-call, Hardware, Support across 3 firms
Chapman Tripp
12.2022 - 12.2023
IT Service Desk Analyst, Supporting the Department of Corrections across all of NZ
Spark NZ
05.2022 - 12.2022
Sales Assistant, Competent Visual Merchandiser, Manager in training, stand in Assistant Manager
Converse
12.2020 - 05.2022
Part-time coach, working with Wynton Rufer
WRNRS Football Program
01.2020 - 05.2022
Checkout Operator, Trolley to Store, Grocery, Online
Countdown
03.2019 - 04.2020
Checkout Operator, Packing, Trolley to Store, Grocery
New World
11.2017 - 01.2019
Responsible for the cleaning of the salon on a weekly basis to a high standard
Salon Savoy
07.2016 - 11.2017
Certification in Aternity EUEM: Core - Information Technology
Riverbed Academy
Certification in HP SQ24 - Information Technology
HP
Diploma in Sports Management - Sports Management
New Zealand Institute Of Sport
Diploma in Sport, Recreation And Performance - Sports Management
New Zealand Institute Of Sport
NCEA - Level 3 - Middle School Education
Tawa College
NCEA - Level 2 - Middle School Education
Tawa College
NCEA - Level 1 - Middle School Education
Tawa College
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