Experience

Country Road Group

• Retail
• 100 - 200 Employee

• Infrastructure Specialist

  • Oct 2022 - Present

  Australia



David Jones

• Australia
• Retail
• 700 & Above Employee

• Information Technology Support Analyst

  • Sep 2019 - Oct 2022

  Melbourne, Australia • Managed High and Critical I.T issues with different teams and vendors to get a rapid resolution within business SLA. • Documented procedures and process improvements to improve resolution response time for Service Desk. • Created Problem tickets for re-occurring issues with detailed technical analysis and appropriate workaround solutions. • Provided technical and usability skills in projects to ensure end user satisfaction. • Created and updated knowledge base material for Service… Show more • Managed High and Critical I.T issues with different teams and vendors to get a rapid resolution within business SLA. • Documented procedures and process improvements to improve resolution response time for Service Desk. • Created Problem tickets for re-occurring issues with detailed technical analysis and appropriate workaround solutions. • Provided technical and usability skills in projects to ensure end user satisfaction. • Created and updated knowledge base material for Service Desk. • Engaged with key business stakeholders across our business to provide better support and guidance. • Informed business of High and Critical level issues by sending detailed communications with constant updates until the issue was resolved. • Developed small scripts for Service Desk Team to improve efficiency in repetitive tasks. • Provided alternative software solutions to increase productivity of the team. • Assisted business with 24/7 on-call support for all High and Critical issues. • Provided high quality and responsive customer service support to all David Jones and Country Road Group staff. • Resolved technical level 1 and level 2 using proper ITIL methodologies. • Created and managed user role and security access for over 30 applications. • Used ServiceNow to log, track and manage customers Incidents and Requests. • Documented correct categories, work notes and resolution codes for all ServiceNow tickets at a high level. • Escalated High and Critical issues in a timely manner to Level 3 support and vendors. • Applied critical thinking to solve problems that do not have documentation. Show less



Coles Group

• Australia
• Retail
• 700 & Above Employee

• Level 1 IT Help Desk Specialist

  • Jan 2019 - Sep 2019

  Melbourne, Australia • Responded to 40+ queries daily from Coles Group customers regarding IT related issues • Investigated and troubleshoot customer related issues using Dameware, RDP, Active Directive and Support tool • Utilized knowledge base to effectively resolve issues in the first instance where possible • Efficiently applied in-house application - Service Now for call logging and troubleshooting • Timely escalated customer issues to appropriate support group as required • Adhered to company… Show more • Responded to 40+ queries daily from Coles Group customers regarding IT related issues • Investigated and troubleshoot customer related issues using Dameware, RDP, Active Directive and Support tool • Utilized knowledge base to effectively resolve issues in the first instance where possible • Efficiently applied in-house application - Service Now for call logging and troubleshooting • Timely escalated customer issues to appropriate support group as required • Adhered to company policy and processes for handling and managing customer issues • Ensured a safe, healthy and sustainable work station, diligently following the WHS policy • Timely completed all necessary training requirements and professional development opportunities Show less



McDonald's

• United States
• Restaurants
• 700 & Above Employee

• Customer Service Assistant

  • Dec 2017 - Jun 2019

  • Provided excellent customer service within a busy and high-pressured environment • Dealing with customer queries and complaints in a professional manner • Collaborating with other team members during peak times to ensure consistency of service • Completing all assigned tasks in an accurate and timely manner



East Coast Car Rentals

• Australia
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Customer Service Assistant

  • Sep 2017 - May 2019

  Melbourne, Australia • Provided excellent customer service within a busy and fast-pacing environment • Responsible for guiding customers to reach pickup points in all big cities of Australia including Melbourne and Sydney • Demonstrated excellent attention to detail by completing accurate daily bookings • Collaborating with other team members during peak times to ensure consistency of service • Completing all assigned tasks in an accurate and timely manner



Blockchain Global Limited

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Business Analyst Intern

  • Aug 2017 - Dec 2017

  89-91 City Rd, Southbank VIC 3006 • Designed and developed wordpress based websites. • Presented use cases and stories for projects after analyzing client's requirements as part of • helping client understand how the system will work. • Analysed existing websites for design faults and recommended possible improvements. • Developed a deep understanding of blockchain technology being used in applications all over the world.



1insurer

• Information Technology & Services
• 1 - 100 Employee

• Database Developer and System Support Analyst

  • Sep 2013 - Feb 2016

  Lahore • Provided 24 hours on call application support to Avis Budget and Hertz. • Worked on databases based on multiple platforms to handle damage claims and generate financial reports for clients either daily, weekly or ad-hoc. • Developed batch files to automate database backups and update materialized views with the database changes applied. • Successfully migrated user acceptance testing (UAT) and production databases to a new server because of the current server… Show more • Provided 24 hours on call application support to Avis Budget and Hertz. • Worked on databases based on multiple platforms to handle damage claims and generate financial reports for clients either daily, weekly or ad-hoc. • Developed batch files to automate database backups and update materialized views with the database changes applied. • Successfully migrated user acceptance testing (UAT) and production databases to a new server because of the current server malfunction. • Configured data sources and user profiles on WebSphere servers for application deployment and documented every step of configuration. • Routinely monitored Microsoft Server logs to be sure there are no failed services to prevent server failure . Show less