Experience

Insured By Us

• Australia
• Insurance
• 1 - 100 Employee

• Developer

  • Sep 2017 - Present

  Ruby on Rails developer Ruby on Rails developer



Ollifit

• Personal Trainer

  • Jan 2010 - Present



Milnsbridge Managed IT Services

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Business Analyst / Service Desk Manager

  • Jun 2010 - Sep 2017

  • Implementation and maintenance of Customer Relations Management (CRM) system. Dynamics 365 and Autotask. • Business analytics / intelligence, including advising Managing Director on important business decisions and creating company- wide procedures and statistics. • Managing service desk, staff, customer request and day to day procedures. • Customer service, managing customer accounts. • Managing staff rosters, staff time management and team building exercises. • Implementation and maintenance of Customer Relations Management (CRM) system. Dynamics 365 and Autotask. • Business analytics / intelligence, including advising Managing Director on important business decisions and creating company- wide procedures and statistics. • Managing service desk, staff, customer request and day to day procedures. • Customer service, managing customer accounts. • Managing staff rosters, staff time management and team building exercises.



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Remedy Systems Administrator

  • 2007 - 2010

  • Administer and perform housekeeping of Remedy Solutions and systems. This includes regular checks of systems / software, performing backups of data, adding / deleting / modifying user account information, re-setting passwords and undertaking performance tuning • Provided regular updates to customer requests ensuring that the customer is advised of the current status • Assisted in the analysis of system configuration • Performed technical analysis for modifications to an existing system or for a completely new system • Determined process workflow and design • Assisted in the preparing relevant documentation including operational documentation • Ensured that implemented solutions meet changing customer needs • Recommended continuous improvements to processes and service delivery



KAZ

• IT Services and IT Consulting
• 100 - 200 Employee

• Lead Technical Support Analyst

  • 2007 - 2007

  • Acted as single point of technical escalation for client specificincidents• Logged all reported incidents focusing on target Key PerformanceIndicators (KPIs) and service levels• Escalated calls to the correct support group or vendor• Managed key Service Levels for the customer. These included• Phone Management (ensuring that Call Pick Up Time is met)• First Level/ Contact Resolution is met and managed• Responsible for management of the Service Centre email inbox• Responsible for the status and progress of incidents and requeststowards response / resolution, Console Management. Thisincluded:• Case assignment when staff are on shift or absent• Cases that are deemed ‘old’ (beyond resolution Service Level• Agreement (SLA) ensuring they are actioned• Assignment of cases that are Work In Progress and in unassignedstatus• Ensuring analyst’s have all their cases up to date• Assigning backlog to analyst’s to action• Liaise with Incident Management Team Leader to Identify andsuggest improvement initiatives within the team• Provided clear, concise and easy to follow instructions anddocumentation to team members while adhering to KAZdocumentation standards. Including reviewing of technicalprocedures and updated accordingly• An active technical reference point for analysts to sourceinformation. Educated and trained staff on difficult cases on an Ad-hoc basis

• Incident Manager

  • 2004 - 2007

  Respond to all incoming Service Centre calls within the agreedService Level timeframes.• Logging of all reported Incidents focusing on target KPIs andService Levels.• Logging of all reported Incidents focusing on Service Centre’s ITILmethodology and framework:• Case ownership and accountability of incidents and requests• Quality case work (Docket Integrity)• Immediate intermediate level of troubleshooting of incidents.• Successfully escalate calls to the correct support group or vendor.• Perform 70% first level call resolution (on those cases deemedresolvable at first level).• Monitor Service Centre emails and action as required.• Monitor the status of all open incidents & requests, meetingresponse and resolution communication targets.• Participate in team meetings to focus team on key activities ofimprovement, achieving weekly performance targets.• Adhere to internal processes and procedures.• Highlight procedural gaps on the Service Centre knowledge baseand escalate to LTA.• Highlight both client and internal process improvements areas.• Focus on improvement initiatives within the team.• Liaise with Incident Management Team Leader.



Computer Troubleshooters

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Technician

  • 2003 - 2004

  • • • • • • Networking. Server administration and maintenance. Phone support for customers. Computer sales and advice. New technology updates and upgrades. Onsite repairs and maintenance ranging from the small home user to large organisations. • New Technology research and implementation. • • • • • • Networking. Server administration and maintenance. Phone support for customers. Computer sales and advice. New technology updates and upgrades. Onsite repairs and maintenance ranging from the small home user to large organisations. • New Technology research and implementation.