Experience

eCreators by Open LMS - eLearning Content Design Services

• Australia
• E-Learning Providers
• 1 - 100 Employee

• Customer Support Specialist

  • Aug 2019 - Present

  Supporting and assisting clients by performing the following duties: Providing 1st and 2nd level telephone and email support to clients of eCreators/LTG by providing assistance in using the Moodle based application known a Learnbook.Writing and providing procedural documentation of modules in Learnbook and uploading these documents onto the webTraining clients in both face to face and remote sessions in the use of Learnbook.Testing modules and escalating issues to programmers and technicians On boarding clients from configuring the theme of their product to providing a framework of how their courses are to be structured



Tribal Group

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Support Analyst

  • Sep 2015 - Aug 2019

  Supporting and assisting the Customer Support department by performing the following duties: • Providing 1st and 2nd level telephone and email support to clients of Tribal by providing computer assistance in resolving software installation and configuration difficulties.• Providing telephone and e-mail support to assist with educational administration issues and procedures and their relevance and relationship to Human Edge software products.• Supporting software products included: School Administration, Timetabling, Student Reporting software• Maintaining record keeping and maintenance of a support log of all support requests and their outcomes into an existing in house application.• Analysis and collating of material, along with the recording of requests for changes to software, including ideas and suggestions.• Testing software functionality and providing reports for software enhancements.• Developing and documenting methodologies for software testing of all software programs written.• Creating documentation and other support tools whenever these are required.



Human Edge Software Corporation Pty Ltd

• Australia
• Software Development
• 1 - 100 Employee

• Junior Support Analyst

  • Sep 2001 - Aug 2015

  Supporting and assisting the Customer Support department by performing the following duties: • Providing 1st level telephone and email support to clients of Human Edge by providing computer assistance in resolving software installation and configuration difficulties.• Providing telephone and e-mail support to assist with educational administration issues and procedures and their relevance and relationship to Human Edge software products.• Supporting software products included: School Administration, Payroll, Timetabling software• Maintaining record keeping and maintenance of a support log of all support requests and their outcomes into an existing in house application.• Analysis and collating of material, along with the recording of requests for changes to software, including ideas and suggestions.• Participation in training activities for schools as well as direct support to schools where needed.• Testing software functionality and providing reports for software enhancements.• Creating documentation and other support tools whenever these are required.



United Weighing Australia

• Customer Support Specialist

  • May 1997 - Jul 2001

  Supporting and assisting the Information Technology department by performing the following duties: Providing customer support to clients of UWA by providing computer assistance, software documentation and relevant written information as necessary. Developing and documenting methodologies for software testing of all software programs written.Testing software functionality and providing reports for software enhancements.Writing and providing documentation of all software programs including user manuals and instruction guides.Developing a web site presence on the Internet to provide customers with relevant information on UWA and providing sales information.Writing and making software modifications to software programs using Delphi 4 & 5.Assisting in computer hardware and software installation.



Compuskill ITeC

• Computer Software Trainer

  • Oct 1993 - May 1997

  Training adults to confidently use and understand the following software packages as listed below. Introduction to Word for WindowsAdvanced Word for WindowsIntroduction to ExcelAdvanced ExcelIntroduction to AccessAdvanced AccessIntroduction to PowerpointAdvanced PowerpointIntroduction to WordPerfectAdvanced WordPerfectIntroduction to Lotus 123Advanced Lotus 123Introduction to CorelDrawAdvanced CorelDrawIntroduction to WorksIntroduction to PublisherIntroduction to Windows & Windows ‘95Training sessions ranged from an introductory to advanced level and were designed as either one to one sessions or groups of up to twelve over a period of one to two days. Extensive training notes and practical exercises were provided to assist with their learning with these packages. Other duties include providing telephone software support, installation of software programs and computer hardware assistance.



Armstrong Fleming

• Technical Writing (8 mth contract)

  • Feb 1993 - Sep 1993

  Providing training materials and training notes for BHP and Vic Roads for the use of a software program. The training materials and training notes were designed to demonstrate the functionality of a superannuation program to be used within the offices of BHP throughout Australia. The training materials and notes included a software overview, step by step guides using screen captures, help guides, diagrams and an explanation of specific key words. Providing training materials and training notes for BHP and Vic Roads for the use of a software program. The training materials and training notes were designed to demonstrate the functionality of a superannuation program to be used within the offices of BHP throughout Australia. The training materials and notes included a software overview, step by step guides using screen captures, help guides, diagrams and an explanation of specific key words.



Metropolitan Business College

• Computer Software Trainer

  • Feb 1992 - Oct 1992

  Responsible for developing and implementing training methodologies and training materials to assist students to confidently use and understand Microsoft software packages. Training materials include developing a curriculum, teaching notes, lesson plans, student assignments, tests and exam papers. Other duties include providing on campus software support, installation of software programs and computer hardware assistance. Responsible for developing and implementing training methodologies and training materials to assist students to confidently use and understand Microsoft software packages. Training materials include developing a curriculum, teaching notes, lesson plans, student assignments, tests and exam papers. Other duties include providing on campus software support, installation of software programs and computer hardware assistance.



ACT Schools Authority

• Primary School Teacher

  • Jan 1988 - Dec 1989

  Charnwood Primary SchoolDuties include: Release Role K-6 and Computer co-ordinator.Relief Teaching in ACT SchoolsDuties include: Teaching Mid-Upper Primary. Charnwood Primary SchoolDuties include: Release Role K-6 and Computer co-ordinator.Relief Teaching in ACT SchoolsDuties include: Teaching Mid-Upper Primary.



Catholic Education Office

• Primary School Teacher

  • Jan 1981 - Dec 1984

  St Anthony's Primary SchoolTaught Grade 5St Joseph's Primary SchoolTaught Grade 3 (1981/1983)Taught Grade 3/4 (1982) St Anthony's Primary SchoolTaught Grade 5St Joseph's Primary SchoolTaught Grade 3 (1981/1983)Taught Grade 3/4 (1982)