Product Support Team Lead

• Dec 2020 - Present

Services Tech Lead

• Oct 2019 - Dec 2020

Senior Software Services Analyst

• May 2016 - Oct 2019

Software Services Consultant

• Aug 2015 - May 2016

Service Centre Administrator

• Mar 2012 - Aug 2015

Achievements:• Created Mobile Support processes and workflows from scratch.• Provided input to BCP as representative for Service Centre.• Managed the redeployment of 50 desktops for Christchurch office relocation.• Assist with 600 desktop moves as part of Auckland office relocation.• Created various user guides such as Citrix User Guide, iPhone guide and Android guide. • Assist with testing and documentation for Citrix upgrade.Experiences:• ITILv3 methodologies for IPK, request and CMDB best practices.• VMWare Service Manager configuration, administration and training.• Microsoft Office 2010 and Windows 7 transition support.• Shift work between 5:30am to 7pm as well as 24/7 afterhours on-call support.• Citrix environment - Provided user training and support.• Windows XP, Windows 7 and Mac OS X - Desktop and Application Support.• Microsoft ActiveSync for mobile email provisioning.• Software and PC deployment using HP CAE client automation tool.• Procurement processes using SAP.

Desktop support analyst

• Sep 2011 - Mar 2012

Achievements:• Involved in Service Manager Tool Replacement Project as selection committee member• Administrator for Good for Enterprise Mobile Management system.• Volunteer Intranet site administrator during and after SharePoint transition.Experiences:• ITIL V3 training.• Windows XP support.• Microsoft Exchange server – Mail store maintenance.• Microsoft Active Directory – Users and Computers management.• Blackberry Enterprise Server administration.• Good for Enterprise Mobile Management provisioning and administration.• Cisco CallManager desk phone provisioning and maintenance.• VPN via Mobile Broadband and ADSL configuration.• Mobile Vendor Management – usage reports, provisioning and procurement.• SAP usage and support experience.

Service Desk Analysis

• Aug 2009 - Sep 2011

Achievements:• Testing, and documented customer support information for newly implemented “myAccount” Payment Portal.• Improve b2b support and SLA management with Vodafone by hosting monthly meetings. Experiences:• Active Directory for new user account creation.• Basic HTML editing for Intranet.• Microsoft Office 2003 support.• SAP general support. (Password reset etc).• HP Openview for call and request processing.• Vodafone reporting portal for mobile connection management.

Newmarket Plaza Sales Representative

• Jan 2000 - Sep 2010

I started off with First Mobile as a casual staff, generally dealing with basic sales. As Vodafone's products grew, I became more involved with providing solutions and technical troubleshooting such as mobile broadband compatibility and PDA type smartphone solutions for businesses. I started off with First Mobile as a casual staff, generally dealing with basic sales. As Vodafone's products grew, I became more involved with providing solutions and technical troubleshooting such as mobile broadband compatibility and PDA type smartphone solutions for businesses.

Customer Service Representative (Part time)

• Aug 2004 - Mar 2008

I joined the team at NZAA in 2004, I was assigned the position of Customer Service Consultant. My role was to process assist customers with their licencing applications.After relocation into a larger centre, I was assigned to supervision in the WrittenExamination room as an Examination Supervisor. I also worked part time with other centres. During my time working for the AA, I also worked on day-to-day technical problems such as malfunctioning printers, office application operations and various other computer inquires.