IT Support Specialist

• Jan 2014 - Present

Senior IT Customer Service Officer

• 2012 - 2013

 Fulfilled a multi-function role as a member of the IT Executive Committee, namely: … planning for, distributing, and setting up laptop and desktop computers … formulating the IT Department’s strategic and operational policies and procedures … co-ordinating IT Support Officers in project roll-out and technical support … taking a first-hand role in IT support ... Managed the IT service ticketing, … Streamlined technical troubleshooting and support services management  Resolved problems and delays with the hardware supplier’s on-line technical support Show less

ICT Servicedesk Co-ordinator

• May 2012 - Nov 2012

 Instrumental in the relocation and integration of 3 end-user groups into 1, which involved: … rostering, delegating to and co-ordinating technical support staff … first-hand response for technical and other end-user issues across the network  Effective in introducing these changes in addition to: … KPI reporting … CAB management … asset reporting  Assessed, escalated and co-ordinated Service Desk requests and incidents to their resolution  Instrumental in the relocation and integration of 3 end-user groups into 1, which involved: … rostering, delegating to and co-ordinating technical support staff … first-hand response for technical and other end-user issues across the network  Effective in introducing these changes in addition to: … KPI reporting … CAB management … asset reporting  Assessed, escalated and co-ordinated Service Desk requests and incidents to their resolution

Contract Servicedesk Analyst

• Nov 2011 - Feb 2012

Delivered remote and on-site support in resolving customer hardware and software issues Delivered remote and on-site support in resolving customer hardware and software issues

Helpdesk Consultant

• Jul 2011 - Oct 2011

This company provides specialist software and related support services to the health & medical sector. I delivered technical support and advice to customers in a range of matters, and employing systems and procedures such as: … on-time incident logging … SQL queries … FTP … RDC … VPN … pcAnywhere This company provides specialist software and related support services to the health & medical sector. I delivered technical support and advice to customers in a range of matters, and employing systems and procedures such as: … on-time incident logging … SQL queries … FTP … RDC … VPN … pcAnywhere

Data Analyst/IT support

• Oct 2010 - Jun 2011

Completed an extensive one-to-one customer relationship improvement project, which involved: … investigating and resolving freight systems’ data quality issues affecting 300 customers … identifying and instigating improvements in data input to maintain quality and accuracy … direct customer engagement, including cold calling Completed an extensive one-to-one customer relationship improvement project, which involved: … investigating and resolving freight systems’ data quality issues affecting 300 customers … identifying and instigating improvements in data input to maintain quality and accuracy … direct customer engagement, including cold calling

Control Room Co-ordinator

• Jun 2009 - Oct 2010

I co-ordinated pathology specimens receipt and despatch in this after hours part-time role. Applied highly developed problem solving and organisational skills in the role which also involved: … data entry … fielding customer requests … managing IT functions … decision-making I co-ordinated pathology specimens receipt and despatch in this after hours part-time role. Applied highly developed problem solving and organisational skills in the role which also involved: … data entry … fielding customer requests … managing IT functions … decision-making

It Shared Services Administrator, Network Security,Reports Analyst

• Feb 2002 - Oct 2008

I was originally appointed to a 2-year contract, which was upgraded to permanent. ..Delivered IT support and new system rollouts to 6 of the company’s business units and 1500 users  Concluded a succession of projects in collaboration with up to 30 contractors, such as: … establishing new sites … site relocations, decommissioning and closures  As the AS400 / Network Security and Reports Analyst for the Toll North division, managed a range of duties and functions that included: … co-ordinating IT administrative and business system services to support report generation … providing technical advice … writing, testing and reviewing system queries … creating and updating user profiles … monitoring system and servers performance Show less

Various

• 1994 - 2002

Prior to 2002, ADMINISTRATION SYSTEMS AND DATABASE SUPPORT OFFICER at ST PETER’S LUTHERAN COLLEGE, Brisbane (1997 – 2002), COMPUTER MANAGER at MUSIC WORLD, Brisbane (Mar–Jun 1997),INFORMATION TECHNOLOGY MANAGER at CONRAD TREASURY CASINO, Brisbane (1994–96).CUSTOMER SERVICE MANAGER at PIZZA HUT.Brisbane(1989-1993) Prior to 2002, ADMINISTRATION SYSTEMS AND DATABASE SUPPORT OFFICER at ST PETER’S LUTHERAN COLLEGE, Brisbane (1997 – 2002), COMPUTER MANAGER at MUSIC WORLD, Brisbane (Mar–Jun 1997),INFORMATION TECHNOLOGY MANAGER at CONRAD TREASURY CASINO, Brisbane (1994–96).CUSTOMER SERVICE MANAGER at PIZZA HUT.Brisbane(1989-1993)