Help Desk Support Specialist

• Jan 2021 - Present

Poll Worker

• Apr 2022 - Jul 2022

1. Issue votes• Issue, manage and secure ballot papers in accordance with policy, procedure, and ballotpaper principles.• Account for ballot papers received and complete compliance documentation.• Assist voters from culturally and linguistically diverse backgrounds and distribute translatedresources where required.2. Manage the use of ballot boxes by electors• Ensure the security of ballot boxes throughout polling.• Ensure voters place the ballot papers in the correct ballot box.3. Manage the queue of voters and direct voters to relevant voting points.4. Assist with end-of-day activities at the polling place• At the direction of the Officer in Charge, sort and count ballot papers.• Finalise documentation, secure materials, help tidy up the polling place and undertake otherduties.

Client Service Executive

• Feb 2019 - Apr 2022

Digital and offline product specialist, key accounts customer Responding to enquiries and providing support to sales teamsPartnering with internal stakeholders to find solutions to pre and post campaign customer Resolving discrepancies, learning and developing rapportValidating media bookings, processing payments, reconcile invoices and other general administrative tasksProvide a professional and quality service for customers while developing sales skillsProactive attention to detail, multitasker by prioritising a range of high-volume sales related processes

COVID-19 Administration Support Officer

• Sep 2021 - Mar 2022

Donning and Doffing Full PPE - gown, gloves, shield and N90 face mask (start and end of shift, break times, vehicle with 1+ Covid person)Travelling to 8 hr -12 hr shifts at Melbourne metropolitan sites: Clayton, Chadstone, South Melbourne, Pakeham, Cranbourne, FrankstonInfection Control Process CompliantAirdrop to other colleagues weekly bulletins from DHHS containing updated rules of quarantine and isolationRegistration of patients for PCR test and RAT pickupSupporting swabber, doctors and pathology with scribingScanning QR codes on iPads, assisting patients with filling out Medicare information.Completing runsheet for ACL, 4Cyte and Monash - patients contact details, processing priority and DOB.Prioritizing patients results according to industry specified by DHHS as essential worker eg Health Care, Disability/Aged/Childcare

Workforce Engagement Coordinator

• Apr 2018 - Jan 2019

Providing centralized project support functions to assist in delivery of telecommunication permits to work for sub-contractors nationally.• Managing workforce engagement compliance task requests with internal teams - Accounts Payable and Receivable to setup payment, Contracts for service agreement• Conducting company compliance checks – ASIC and ABN report, valid insurances• Uploading safety induction artefacts in eNable, SEERA, IFS and Sharepoint• Preparing reports from ServiceNow for distribution to project teams onsite • Co-ordinating monthly audits of Telstra Client IDs, Keys and Access Cards• Ensuring data integrity and maintenance of HSE assessment records in Wireless, Mobile Communications, DCMA + MIMA (NBN) for client requirements• Collating ad hoc documentation and filing project deliverables including backlog of noncompliant contractors

Land Access Statutory Approvals Administrator

• Apr 2017 - Apr 2018

Performing administrative duties supporting the Land Access coordinators to ensure compliance with legislation when submitting deliverables to NBNWorking on NBN Feedback Project: Captured outstanding feedback extracted from database system on a daily basis to clear backlog of queries related to missing artefacts.• Provisioning inspection and installation notices for properties assessed by field requiring service - Internal (SDULike), External MDUs, MCUs, SDUs, SCUs• Ordering print and download collateral required to accompany inspection, installation and heritage authority forms• Preparing applications for VicRoads and metropolitan councils, recording any issues on a change register for resolution• Investigating email escalations from field, construction delivery partners, MIMA, CMS• Demonstrating strict attention to detail for local heritage sites that may impact on the design or risk contract validity which require authority approval notification• Reviewing proposed service area maps and redline network diagrams to determine any issues that may impact on the power application and/or approvals process.• Submission of proposed poles, pits with design site photos to energy companies (Ausnet, Jemena, United Energy, Powercor/Citipower) and governing state authority (Energy Safe Victoria)• Finalizing LIF (Low Impact Facility) reports which detail above ground housing locations - nodes, micronodes, copper pillars, pedestals and fibre distribution hubs • Maintaining personal case management tracker to complete deliverables by scheduled dates • Archiving of Field documentation and utilizing Google Earth to check SAM boundaries and proposed infrastructure activity scope to adjoining landowners. • Utilizing databases to check for technology type categorization of premises – HFC, FTTN, FTTB and FTTC

Deemed Order Business Specialist

• Dec 2016 - Mar 2017

Following business processes to develop and deliver Deemed Order obligations for copper/CSLL on Telstra’s customer access network prior to asset transfer across to NBNco• Ensuring active services on valid addresses (using GPS coordinates, ADBOR and LOC Ids, longitude and latitude) are provisioned licenses via DOS Command prompt systems• Ensuring the accuracy and availability of Preliminary Deemed Order deliverables as a part of the Telstra Continuity Deed obligations prior to Actual Deemed Order verification• Contributing to process mapping exercises, ensuring instructions are understood and documented appropriately for the execution of Deemed Order operations • Working collaboratively with the Operations Manager, other Telstra groups and third-party vendors across NBN Delivery teams to ensure upstream and downstream process impacts are mapped and tracked accordingly on business priorities

Pricing Administrator

• Mar 2016 - Nov 2016

Management of the customised pricing pipeline for GES and/or Telstra Business nationally* Administration of customised pricing queue for GES and/or Telstra Business including review and allocation of all new and rework requests received * Liaising with Account, Sales, Product to ensure all necessary information relating to pricing requests is provided* Generating daily reports via billing database Highlander to support customised pricing analysis - TB and GESA open/ closed opportunities with status as won, lost or qualified out as per Sales and Account team * Understanding requirements for upgrades to high bandwidth, high-speed optical services - Telstra Wavelength Services and adding VoIP services - SIP connect* Coordinating portfolio codes to be linked into a Salesforce hierarchy structure for allocation of Account Executives to specific Telstra Customers* Adhering to SSU policy for retail and wholesale customers upon migration to the nbn by reviewing competitive intelligence in breach of regulations * Extracting and updating Sharepoint with weekly reports for Enterprise Access Services* Following up opportunities pending required documentation and communicating with the Bid, Publishing & Resource Management (BRM) team for outstanding resource allocation and customer requirements brief

WFM Planning Analyst

• Mar 2015 - Mar 2016

Executing field activity demand by rescheduling NBN Co tickets of work to dispatch jobsCompleted TPG Proactive Rescheduling Pilot: tactical initiative for escalated end user complaints due to lack of updated communication and improving NPS for a positive outcomeCompleted Project 525: Implementing 525,000 installations of NBN to premises and management of NBN installations to clients homes and businesses.• Supporting effective workflow utilisation by maintaining calendars, analysing shortfalls and/or overallocation• Scheduling and prioritising incoming orders from internet service providers to relevant queues• Jeopardy manage and monitor processes ensuring appropriate actions are taken to meet SLAs and maximise completion• Managing incomplete orders, including follow up of appointments in missed, pending and held status• Ensuring data integrity and timeliness of all data is supplied for input into other systems• Communicating with end users to manage appointments - cancellation, modifying date and time• Redistributing delivery providers’ availability to attend appointments• Assisting team colleagues with responding in a timely fashion to incoming email queries from ISPs and delivery providers requiring urgent resolution • Liaising with assigned area specialist to discuss capacity changes for regions• Clearing closure codes and requesting assistance from adjacent teams to provide solutions where query is out of technical scope• Actioning urgent requests from relationship managers and performing quality checks on complex orders ie MDUs (Multiple Duplex Units), weekly macro run reports to track changes and assess mismatched data• Developed basic skills by visiting Service Delivery Provider premises and gained knowledge of operational capacity requirements

Call Tracking Support Specialist - Metered Ad Program

• Jul 2011 - Dec 2014

1st and 2nd level helpdesk support - management of telecommunication mediums for Yellow Pages and ClickManager products • Configuration and remote installation of advertiser’s landline, mobile and 1300 phone connections through local exchanges• Investigated queries using various Sensis/Telstra tools and resources, responded and resolved within 48 hours timeframe • Corresponded with internal stakeholders through phone, email and face-to-face regarding call tracked number related issues: WCTA Mobile Resale, CSD Voice Team, DOT (Digital Office Technology) and TEG [Telstra Enterprise & Government] in Telstra; Sales, Production, Care, IT, Product within Sensis• Validated large scale and premium customer accounts prior to book extracts, supported Red Carpet team with complex orders submitted • Created new starter manual for vendor and permanent staff, provided relevant work instructions and documentation to Production and Sales • Managed fault and service requests sent to both Sensis and Telstra technical support for phone peripherals; followed ITIL incident escalation processes that required urgent prioritisation • Participated in application test environment using several case scenarios obtained from business units

Quality Call Monitoring Analyst

• Sep 2010 - Jul 2011

QOS evaluation of adherence to business rules in Telstra and Sensis Voice products • Conducted Shadow Shop calls for Directory Assistance, 1234 and 12456 Call Connect voice recordings • Used eQuality (a call recording and evaluating application) to conduct assessments on telesales interactions with advertisers (talk time of 10 mins to an hour) to measure ‘job readiness’ (for new starters), identify training gaps, monitor compliance and diagnose areas for development via coaching, workshops, ‘booster sessions’• Ensured competence around the Voice Directory suite (Priority Advertising on Whereis, Citysearch) and 6 Step B2B Sales Process.• Provided feedback to Marketing Report Analyst on Business Need Analysis discussions which were utilized in workshop presentations for media advisors to gain comprehensive knowledge about advertiser’s services and products prior to recommending a suitable ROI solution. KEY ACHIEVEMENTReceived Pinnacle Tier 1 Award

Contract Verification Specialist and Yellow Video Editor

• Jun 2008 - Sep 2010

Analysed White Pages & Yellow Pages online and print advertising as a quality assurance measure• Liaised with account executives and production support regarding invalid advertising: ABN/ACN discrepancies, incorrect pricing, waiving of setup fees (bonus offer), billing and product codes, obtaining assessment clearance and credit approval for outstanding balances• Prepared marketing portfolio for client-facing sales reps using HP TRIM Records Manager with search engine results for specific criteria i.e. advertiser’s headings, target media bookcodes, retrieving data from IBISWorld database – industry profile, performance and trends• Created query cases and prioritised according to scheduled campaign directory deadlines, uploading and scanning documents to index digital images into archives• Trained new staff in processing White Pages & Yellow Pages online products –implemented shared auditing to assist in understanding rules; logged ITWR on their behalf requesting login and password access to relevant applications • Downloaded/uploaded customer’s video files into server, assessing content against standards, generating Clip IDs to be implemented into online Yellow Pages advertising, converting files into correct format requiredKEY ACHIEVEMENTSReceived 8 Awards -Productivity Target KPIs Achieved