Robert Pulfer-Ridings
Auckland,New Zealand
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
31
31
years of professional experience
Work History
Desktop Support Administrator
Latitude Financial Services LTD
01.2024 - 01.2025
- Imaging and deployment of devices for office and home use, VPN, Remote desktop support. Network trouble shooting, JAMF and support of Apple Mac and iPhone support. Active directory support. Crestron conference room support. Office 365, teams support. Azure support. Zoom and Slack support. HP cloud printing support.
Service Desk Team Lead
Latitude Financial Services LTD
01.2023 - 01.2024
- Managing a team of 8 in the day-to-day coverage, queue management and ticket handling and identify improvements to processes to support customer outcomes.
- Manage all people - Individual Development Plans, Roster Management, Coaching, Payroll and Leave management for Service desk staff.
- Act as the first level escalation point for timely resolution of tickets and critical incidents.
- Work with senior analysts on regular incidents, impacts and potential improvements for staff.
- Generate reports, both technical and managerial, to monitor service desk performance and communicate with management as required.
- Document and maintain support process knowledge material and keep team updated.
- Provide and review the team's input into recommendations on Process Improvement initiatives and implement as appropriate.
Desktop Support Administrator
Latitude Financial Services LTD
01.2022 - 01.2023
- Imaging and deployment of devices for office and home use, VPN, Remote desktop support. Network trouble shooting, JAMF and support of Apple Mac and iPhone support. Active directory support. Crestron conference room support. Office 365, teams support. Azure support. Zoom and Slack support. HP cloud printing support.
Senior Computer Support Technician
New Zealand Defence Force (Navy)
01.2010 - 01.2020
- Hardware, software repairs diagnostics and installs. Network troubleshooting and configuration, system builds and imaging. Controlling, maintaining, and delegating the job queue. Resolving issues escalated from the service desk., VPN Connections. Desktop / Laptop, VPN Connections. Desktop / Laptop. Microsoft Outlook 2003, 2010, 2013, Microsoft Windows XP, Windows 7, 8.1 and 10., Remote desktop assistance. Assigning cases to correct support groups. Hardware and software installation. Active directory, creation, changes with security groups. Changing machine, users OU, and permissions in MYOB and Retail manager. Controlling, maintaining, and delegating the job queue. Networking issues Basic switch configuration. Patching. Trouble shooting. Network printer installs. Video Teleconferencing installation Phone patching Purchasing Recommending products. Raising purchase requests Hardware Evaluation Project. System Builds Imaging/SysPrep. MDT/AWD.
Remote Desktop Administrator / Subject Matter Expert / Trainer - Chevron
HP Enterprises LTD
01.2008 - 01.2009
- Assisting level 1 agents with desktop / laptop calls they are unable to resolve. Mentoring and training new agents and training on new products. Resolving issues escalated to level 2 VPN Connections. Desktop / Laptop. Microsoft Outlook 2003, 2007.Microsoft Windows XP, Vista, 7. Citrix connection. Internet connections, home / hotel / remote. Remote desktop assistance Assigning cases to correct support groups. Blackberry issues Activations / Scrubbing. Installing / Updating Blackberry OS. Troubleshoot send / receive Email issues. Severity 1 case coordination. Making sure all severity steps are completed by level 1 agent. Training new agents. New products, applications, and tools. Mentoring. Q&A of tickets / calls. New agent setup
Senior Helpdesk Analyst / Subject Matter Expert / Problem Coordinator
EDS New Zealand LTD
01.2004 - 01.2007
- Taking first level desktop call. Attempting to resolve issues using remote desktop. Replying to email tickets. Mentoring Training new agents. Stepping in when other agents require support. Reporting and helping to maintain service level agreements Assist level 1 helpdesk analysts with desktop issues that they were unable to resolve. Assist in maintaining/monitoring the service level agreements. Taking first level desktop calls Attempting to resolve issues using remote desktop. Assigning cases to the correct support group. Mentoring Supporting agents. Training other agents. Reporting and helping to maintain service level agreements.
Technical Assistant
Arche Technologies
01.2002 - 01.2002
- Desktop / Hardware repairs, installs. Onsite support call outs for desktop repairs. Return Materials Authorization’s. Quality monitoring repairs and new computer builds. Testing new hardware. Data backups.
Self Employed
Self Employed
01.2000 - 01.2000
- Desktop / Hardware repairs, installs. Midsize network support. New computer installs. Onsite sales for services and recommending hardware upgrades.
Support Engineer Level 2
PC Direct / Gateway New Zealand LTD
01.1998 - 01.1999
- Helpdesk 0800/0900/Email hardware and software support. Upgrades and installations of Personal Computers. Computer repairs. Epson printer repairs. Toshiba/Gateway notebook repairs.
Support Engineer Level 2
Sunskind Computers LTD
01.1996 - 01.1998
- Bench desktop hardware repairs Looking after customers at the front desk. Onsite repairs and installation of new computer sales. New Notebook setups. Acer Notebook repairs. Customer care.
Support Engineer Level 2
Gamma Computers LTD
01.1995 - 01.1996
- Bench desktop hardware repairs / Looking after customers at the front desk. Sales, looking after customers in the showroom.
Support Engineer Level 2
Brainstorm Computers LTD
01.1994 - 01.1994
- Setup computer support department. Software and hardware support and sales.
Education
Auldhouse Computing
01.2012
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EDS New Zealand
01.2008
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EDS New Zealand
01.2004
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Gateway New Zealand LTD
01.1999
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Acer New Zealand LTD
01.1998
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Auldhouse Computer Training
01.1997
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Telecom New Zealand LTD
01.1996
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Northcote Community College
01.1994
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The Open Polytechnic of New Zealand
01.1993
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The Auckland Institute of Technology
01.1992
Skills
- Customer service
- Data entry
- Attention to detail
- Recordkeeping and file management
Timeline
Desktop Support Administrator
Latitude Financial Services LTD
01.2024 - 01.2025
Service Desk Team Lead
Latitude Financial Services LTD
01.2023 - 01.2024
Desktop Support Administrator
Latitude Financial Services LTD
01.2022 - 01.2023
Senior Computer Support Technician
New Zealand Defence Force (Navy)
01.2010 - 01.2020
Remote Desktop Administrator / Subject Matter Expert / Trainer - Chevron
HP Enterprises LTD
01.2008 - 01.2009
Senior Helpdesk Analyst / Subject Matter Expert / Problem Coordinator
EDS New Zealand LTD
01.2004 - 01.2007
Technical Assistant
Arche Technologies
01.2002 - 01.2002
Self Employed
Self Employed
01.2000 - 01.2000
Support Engineer Level 2
PC Direct / Gateway New Zealand LTD
01.1998 - 01.1999
Support Engineer Level 2
Sunskind Computers LTD
01.1996 - 01.1998
Support Engineer Level 2
Gamma Computers LTD
01.1995 - 01.1996
Support Engineer Level 2
Brainstorm Computers LTD
01.1994 - 01.1994
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EDS New Zealand
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EDS New Zealand
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Gateway New Zealand LTD
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Acer New Zealand LTD
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Auldhouse Computer Training
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Telecom New Zealand LTD
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Northcote Community College
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The Open Polytechnic of New Zealand
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The Auckland Institute of Technology
Auldhouse Computing