IT Service Management

• May 2016 - Present

ICT Officer - Customer Service

• Jan 2011 - May 2016

• Installing and configuring computer hardware operating systems and applications • Monitoring and maintaining computer systems and networks • Talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues • Troubleshooting system and network problems and diagnosing and solving hardware or software faults • Replacing computer parts as required • Providing support, including procedural documentation and relevant reports • Following diagrams and written instructions to repair a fault or set up a system • Supporting the roll-out of new applications • Setting up new users' accounts and profiles and dealing with password issues • Responding within agreed time limits to call-outs • Working continuously on a task until completion (or referral to third parties, if appropriate) • Prioritizing and managing many open cases at one time; • Rapidly establishing a good working relationship with customers and other professionals • Testing and evaluating new technology; • Conducting electrical safety checks on computer equipment. Show less

Documentation Specialist

• Mar 2010 - Jan 2011

• Creating User Manuals, training guides, operation manuals, test plans and other project and product documentation • Initiating process improvements and participating in departmental efforts to develop and form analysis to update documentation standards and procedures • Coordinate with the development and testing team to produce software documentation in a timely manner Scope, tracking and managing documentation process. • Providing research assistance to management and assist with other projects on an as needed • Writing detailed policy and procedure documents based on discussions with process owners and identification / creation of process flows with an emphasis on accuracy and compliance with business needs • Developing and organizing training materials, visual aids, and other education materials • Maintaining Master Document Control Listing and ensuring compliance with documentation procedures • Organize and schedule meetings both internal and external and manage the logistics • In charge of incoming and outgoing correspondence and follow-up of the same • Creation, maintenance and managing of the in-house software resource library • Filing of in-house software documentation including manuals, contracts, correspondences • Requisitioning and ordering for stationery and new software and general office supplies. • Ensuring all support calls are logged and tracked in service management system. • Assisting in the proposal writing process and preparation of bidding documents Show less