Experience

• 

  UOW Pulse Ltd

  • Australia
  • Non-profit Organizations
  • 1 - 100 Employee

  • IT Manager

    • Jan 2022 - Present

    IT Support and Operations- Responding and providing support to UOW Pulse business impacting emergencies i.e. critical and major faults- Support for IT & Electronics equipment involving hardware, software & middleware across UOW Pulse premises and business outlets- Providing support during deployment and installation of new IT and Electronics equipment - Providing corporate IT O&M support for computer hardware, software & relevant accessories- Maintaining and providing user access rights to different resources- Working on both Linux and Windows based servers- Working on complex queries on an SQL an MYSQL database.- Managing resources and assets- Managing the IT support team at UOW Pulse Web Development & Project Delivery- Development and maintenance of UOW Pulse businesses websites - Assist in design, edit, creation and delivery of all new UOW Pulse businesses websites & content- Refurbishment, edit, enhancement and improvement of existing UOW Pulse businesses websites & content- UX/UI/UAT for Websites and Mobile apps while ensuring unit/line manager and vendor support where required- Regularly liaise with Marketing team and coordinate web projects, update content and maintain a consistent look and feel for all UOW Pulse businesses webpages- Analyse debug and test existing code / modules- Update security patches- Full stack development (Frontend and Backend)- Managing the Web Development team at UOW Pulse.Other Duties- Meetings with stakeholder to understand the requirements and provide resolutions- Meetings with vendors to resolve and follow-up on requests and issues. - Managing the app UOW app development and its integration with different POS systems- Reporting directly to the CEO.

  • IT Development and Support Officer

    • May 2017 - Dec 2021

    IT Support and Operations- Responding and providing support to UOW Pulse business impacting emergencies i.e. critical and major faults- Support for IT & Electronics equipment involving hardware, software & middleware across UOW Pulse premises and business outlets- Providing support during deployment and installation of new IT and Electronics equipment - Working on complex queries on an SQL an MYSQL database.Web Development & Project Delivery- Development and maintenance of UOW Pulse businesses websites - Analyse debug and test existing code / modules- Update security patches- Full stack development (Frontend and Backend)

• 

  WDS, A Xerox Company

  • 2IC Samsung VOC Team

    • May 2014 - May 2017

    - Managing cases for IT and other HHPs- Ensuring that all cases are processed in an efficient way ensuring low handling time (AHT)- Ensuring high standards of customer satisfaction - Managing and meeting Key Performance Indicators, individually and as team (KPI).- Promoted as a Team Lead Feb 2017.

  • Senior Technical Support Agent

    • May 2012 - May 2014

    - Helped customers calling with any technical difficulties on smart phones and tablets and some IT products.- Solved the query by a customer within the Average Handling Time to achieve the Service Level.- Helped customers having any technical difficulties over chat and email support.- Trained new staff members with problem solving skills, logging, call answering etiquettes and new policies.- Generated reports on different cases when required.- Upon customers request provided Remote support by accessing their devices remotely to solve any enquiries or to assist in learning the product better.

• 

  Freelance

  • Australia

  • Web Developer

    • Jan 2014 - May 2017
    • Australia

    - Developed websites and providing support and SEO for Bellambi Medical Centre, Opal SS Constructions, Illwarra Chuffers, United Business Services Charted Accountants and many more. - Setting up networks and providing IT support to local businesses. - Providing remote desktop support to local businesses including support to manage users. - Worked as a Wed Consultant for Sister Cancer Support Group affiliated with Cancer Council Australia.