Experience

Butterfly | Digital agency

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Service Desk Analyst

  • Feb 2015 - Present

  Butterfly does websites and everything that goes along with it – from branding, content strategy and design, through to development and hosting. My role is to provide whatever support is required for customers to use and maintain their sites, or to resolve issues or faults. Butterfly does websites and everything that goes along with it – from branding, content strategy and design, through to development and hosting. My role is to provide whatever support is required for customers to use and maintain their sites, or to resolve issues or faults.



Amplifier Agency

• Melbourne, Australia

• Business Analyst (short term contract)

  • Apr 2014 - Jun 2014

  • Capturing and documenting business requirements for customised web and mobile app solutions. • Liaising with Amplifier’s customers, as well as internal business and IT staff members. • Participating in workshops with customers to understand their business context and ideas. • Writing user stories to express the required functionality in detail. • Capturing and documenting business requirements for customised web and mobile app solutions. • Liaising with Amplifier’s customers, as well as internal business and IT staff members. • Participating in workshops with customers to understand their business context and ideas. • Writing user stories to express the required functionality in detail.



AAPT

• Australia
• Telecommunications
• 200 - 300 Employee

• Business Analyst

  • 2006 - Mar 2014

  • Capturing and documenting business requirements for a range of projects, including product developments, system migrations and internal process enhancements.• Identifying business problems and documenting as-is business processes.• Modelling to-be business processes and providing detailed, high quality documentation.• Liaising with stakeholders, including: IT development teams, product managers, the project team and subject matter experts from various business units.• Working with provisioning, support and finance teams to develop or update the processes needed to fulfil, assure and bill services.• Preparing customer communications to advise external customers of changes affecting their services.

• Provisioning Officer

  • 2003 - 2006

  • Provisioning customer orders for a range of Internet and data products including co-location, hosted services and DNS.• Escalating to suppliers, and communicating with customers about order progress.• Writing process documentation and preparing training materials for the team.• Training and mentoring new staff members in Sydney when the provisioning function was moved out of Melbourne.

• Internet Helpdesk Representative / Supervisor, Corporate Support Team

  • 1999 - 2003

  • Responding to support requests from external customers on the inbound help desk at Connect Internet Solutions (later bought by AAPT).• Providing support for a wide range of business internet products.• Escalating faults to suppliers.• Configuring DNS records for customers.• [2002-2003] – Supervisor role: - Mentoring staff and assisting with fault troubleshooting.- Handling customer escalations. - Maintaining a knowledgebase and running staff training sessions.



Netspace Online Systems

• Technology, Information and Internet
• 1 - 100 Employee

• Internet Helpdesk Representative / Supervisor

  • 1997 - 1999

  • Troubleshooting faults related to Internet products. • Providing support to residential, business and education customers. • [1999] – Supervisor role: - Supporting staff members. - Running team meetings. - Rostering and reporting. • Troubleshooting faults related to Internet products. • Providing support to residential, business and education customers. • [1999] – Supervisor role: - Supporting staff members. - Running team meetings. - Rostering and reporting.