Experience

Integrated Technology Services

• IT Services and IT Consulting
• 1 - 100 Employee

• Continuous Improvement Lead

  • Jul 2023 - Present

  Australia

• Technical Analyst

  • Jul 2011 - Jul 2023

  Australia • Analyse database information to assess availability performance of customer hardware and service performance • Provide insights through data analysis for procedural, service and product changes to achieve performance benefits • Define, measure and report results on procedural, service and product changes performance improvements • Translate and quantify business requirements for internal process improvements • Subject Matter Expert and support for project deliveries

• ATM technician

  • Mar 2009 - Jul 2011

  Sydney, New South Wales, Australia • Provide on-site fault analysis and preventative maintenance for Automatic Teller Machines • Liaise with Technical Support Analysts for fault escalation and resolution of new recurring faults • Installation and upgrades of equipment



D. Willson Vending

• Vending manager

  • Jun 2005 - Mar 2009

  Sydney, New South Wales, Australia Managing the operations of small vending business including: • Preparation of quarterly BAS • Preparation of annual tax returns • Business profitability analysis • Stock control • Maintenance and repair of machinery • Site evaluation and machine placement • Managing machine suppliers and site operators • Sourcing product for the machines



First Data Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Help Desk

  • Mar 2004 - Dec 2005

  Sydney, New South Wales, Australia • Providing first line support for EFT and ATM network customers • Taking ownership of inbound calls and ensuring that they are escalated to correct department • Modify call processes to improve efficiency • Monitoring ATM network for faults and cash shortages • Organise guards and technicians for fault resolution • Liase with customers to resolve grievances



NCR Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Feb 1997 - Nov 2001

  Sydney, New South Wales, Australia • Develop problem isolation and solution creation plans • Risk assessment and resolution planning with customers • Identifying and project managing third party suppliers • Providing control and follow-up for problem resolution activities • Implement solutions including: presenting and gaining agreement for the recommended Problem Isolation Plan, Solution Creation Plan, and the Solution Implementation Plan • Evaluate performance and provide feedback for the supplier performance… Show more • Develop problem isolation and solution creation plans • Risk assessment and resolution planning with customers • Identifying and project managing third party suppliers • Providing control and follow-up for problem resolution activities • Implement solutions including: presenting and gaining agreement for the recommended Problem Isolation Plan, Solution Creation Plan, and the Solution Implementation Plan • Evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation • Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organisational improvements • Create technical documents and tools • Participate in special projects to improve process, tools and systems

• Technical Field Engineer

  • Mar 1990 - Feb 1997

  Melbourne, Victoria, Australia • Provide on-site fault analysis and repair to customer IT equipment including: • Automatic Teller Machines (NCR, IBM, Diebold, Digital) • Bank controllers and teller terminals • Laser, inkjet, thermal and dot matrix printers • PC compatible and Apple computers • Monitors • Fax machines • Liaise with Technical Support Analysts for fault escalation and resolution of new recurring faults. • Installation and upgrades of equipment.