Experience

Canberra Institute of Technology

• Australia
• Higher Education
• 400 - 500 Employee

• Technical Officer

  • Jan 2008 - Present

  Core Responsibilities:-Provide high-quality and timely program support to teaching staff to facilitate student lessons in a dynamic, creative environment.-Coordinate the development and upload of course content using Moodle, providing students with multi-modal access to key learning material.-Drive a robust, continuous improvement-focused culture by identifying and implementing more efficient ways of working.-Hold a critical role in supporting departmental initiatives and projects through effective resource coordination, project administration and purchasing.-Coordinate the department’s procurement processes to ensure that key materials are readily available and that purchasing guidelines are met.- Facilitate regular maintenance on all equipment, ensuring that it remains in good working order for staff and students.- Respond to reports of broken equipment and conduct repairs and troubleshooting to resolve any moderate issues before escalating major failures for professional repair.- Undertake detailed research into key areas of focus for various learning units, to provide teaching staff with expert advice and information for translation into course material.- Establish and maintain strong vendor relationships to drive cost-effective procurement and sourcing strategies.- Advise students in relation to academic and administrative issues, ensuring a prompt and professional experience.- Perform monthly account reconciliations to finalise purchasing activity.



TELUS

• Canada
• Telecommunications
• 700 & Above Employee

• Problem Manager

  • Jun 2004 - Oct 2006

  As Problem Manager I trended re-occurring infrastructure failures/slowness and liaised with various support groups to investigate and coordinate resolutions with multiple levels of the business. My equanimity and mediation abilities aided in resolving frequent disagreements between IT and the business.

• Web Designer

  • Aug 2001 - May 2004

  Using trending reports of in-coming calls, I designed and implemented an intranet site for the IT Help Desk. I created all the documentation relating to the most commonly occurring calls, using both written instruction and images to convey content. I organised end user testing to ensure optimal usability. Call volumes reduced by 48% in the first 3 months of use. I also coordinated with in-house developers to create add-on tools to further reduce call volumes.

• Help Desk Analyst

  • Mar 1998 - Jul 2001

  Assisting end users with computer issues.Administrative duties including; resetting passwords and adding folders on network drives Aiding in testing of new platforms/programs