Experience

Department of Treasury & Finance

• Government Administration
• 200 - 300 Employee

• Customer Support Officer

  • Jul 2017 - Present

  • Provide professional, responsive, timely and effective assistance to Shared Services SA customers in accordance with established Service Level Determinations and Service Designs. • Provide first level advice and support to management and staff on System Support Matters, in accordance with established government policies and procedures, change control, legislative requirements and audit regulations. • Effectively manage all customer requests through to completion using the case management tool, through provision of proactive client communications, regular liaison with relevant stakeholders, and the escalation of requests. • Actively contribute to the continuous improvement and development of the System Support Customer Service Desk and the System Support Team through learning and development and identifying opportunities and solutions. • Cross trained across 3 processes within Shared Services including HRMS and Basware. • Handling audit tasks in Basware as requested by seniors. • Processing bulk user spreadsheets which involves modifying user accounts/inactivating users in Basware Thin Client and Purchase Management • Multitasking user admin requests along with phone calls and adhoc tasks assigned by management team. • Analytical ability to identify problems and develop and implement solutions. • Extensive experience in working with a variety of application software, including work processing, spreadsheets, operating systems and complex relational databases. • Experience in the use of Marval and Service Now for ticketing system. • Knowledge of systems including Chris21, HR21, ANZ EMS system for purchase cards, Invoice Processing and Purchase Management Administration System for Basware. • Experience in creation of new user accounts, modifying and inactivating user accounts in Chris 21, EMS and Basware (Invoice Processing and Purchase Management Admin). Show less



Hewlett Packard Enterprise

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

• Service Desk Analyst

  • Sep 2015 - Mar 2017

  • Provide Level 1 IT Helpdesk Support over the phone. • Ensure Helpdesk requests are handled in a polite, friendly, helpful and efficient manner • Managing incoming calls and emails in a disciplined and structured manner, meeting the business SLA and regular follow up of pending and escalated incidents. • Maintaining a high standard of documentation which can be used for future reference or to assist the next level. • Providing ICT service desk support for standard desktop applications, and other approved software, leading to high levels of first call resolution of incidents. • Effectively managing the escalation of incidents to second level team and external vendors, maintaining ownership of the incident until it is resolved and closed. Taking appropriate escalation actions in consultation with the team leader when resolution times fall outside agreed service standards. • Ensuring complete documentation of each incident or service request in the call management and knowledge management systems. • Assist in the setup of IT and audio visual equipment. • Managing printer related issues in terms of connectivity and printing. • Installation of approved software which are essential for daily business. • First level troubleshooting of applications like AS400, Insurance Workflow, Outlook, PC agent. • Creating new user accounts for on-boarding and disabling existing accounts at the time of off-boarding. • Good technical knowledge and understanding of Active Directory, Computers, Networking, and Windows 7 and 10 Operating systems. • Assist with project work when required. • Good troubleshooting skills and maintaining a good Average Handling Time as per the business requirement. • Ability to take ownership of issues and manage resolutions. Show less



Jp Morgan Chase India Private Limited,Mind Space Malad

• Mumbai, Maharashtra, India

• Team Leader

  • Oct 2007 - Apr 2015

  • Research and respond to payment inquiries received via phone. The inquiries are tracked on a system called PRPC that is utilized by other areas as well as within JP Morgan Chase. Multicurrency Investigation will support client queries for the receipt or payment instructions sent/received by the other banks. We as investigators research the original instruction and provide the resolution of all cases within fastest possible turn-around time. • Managing a team of 5 members and motivating them in achieving their targets. • Provide training and coaching to team members in relating to their job functions/procedures relating to the unit. • Conducting presentations for the team when change is implemented. • Undertake various functions within the team and ensure that all relevant deadlines and stipulated controls are met. • Servicing specialist clients and sensitive clients in an efficient manner by handling queries on high value foreign exchange transactions. • Making sure that all telephone calls are answered promptly and resolving all enquires on first contact with the caller. Documenting all interactions with the customer. • Dealing with customer queries, requests, orders or complaints. • Providing advice, information and assistance to callers regarding their bank accounts held with JP Morgan. • Providing clients with details such as their account balance and inquiries on their transaction history. • Upselling banking products such as mortgage, loans and credit cards to the customer. • Identifying and escalating priority issues or customer complaints. • Taking ownership on all calls and queries answered. • Analyse information to determine accuracy and completeness of data. Show less