Experience

Premier Contact Point Pty Ltd

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Support Engineer

  • Nov 2017 - Present

  Tasks and Responsibilities• Test applications in a testing environment, i.e. prepare test plans and conduct testing and debugging to proactively identify bugs in application code during the construction phase as well as the validation phase of the software development life cycle.• Support & configure IVR Call flows, Dialler (outbound/inbound), EWFM, Bussiness Intelligence reports.• Work with Stakeholders to streamline documentation and processes.• Investigate, recommend and implement changes to rectify or enhance existing hardware and software.• Identify the cause of bugs and other problems, document and develop an immediate, short-term and/or long-term solution.• Undertake service analysis, proactive service monitoring.• Analyse and develop Business Requirements Specifications in conjunction with the Business users.• Ensure that PCP applications service incidents, requests and changes are managed effectively to meet agreed SLAs.Software Applications Used in this Role:• MS SQL Server 2008 R2 Management Studio & Express• Windows Server and Linux Environment• Aspect Dialler 7.2 • Hardware and software installations (including ESXi)• VOIP & TDM Telephony • Application support

• Hosted Contact Centre Consultant

  • Oct 2014 - Nov 2017

  • Provide 1st/2nd level support through manning of the Service Desk queue as required• Configure and manage IVR call flows, dialler (inbound/outbound), UI scripts, historical reports, ewfm, and real-time stats. • Client/Account Management – Regular engagement with customers through ad-hoc or scheduled meetings to improve the relationship between Premier Technologies and our customers as well as seek opportunities for revenue growth.• Service Improvement Consulting – Engaging with customers to provide consulting to deliver operational improvement in the outcomes achieved by customers using the hosted platform. This is through the provision of Business Intelligence Reports, Workforce Optimisation or Business Process Engineering of the customer's operational environments.• Liaise with client for the successful resolution of any issues/problems associated with the product and ensuring the client vendor relationship is maintained or enhanced.• Analyse and develop Business Requirements Specifications in conjunction with the Business users.• Ensure that PCP applications service incidents, requests and changes are managed effectively to meet agreed SLAs.

• Support and Implementation Engineer

  • Aug 2010 - Oct 2014

  • Work on a 24/7 roster basis, working after-hours, on call support, shifts & remote site locations• Perform data backups and disaster recovery operation• Server Hardware installation and Rack installation as well as rendering after-sales support and maintenance as required• Installation, Configuration, Modification and Maintenance of Ethernet (Copper and Optical Cabling, Switches, Routers), TP cabling, Power cabling deployments and Data Centre Power & cooling events• Work on a 24/7 roster basis, working after-hours, on call support, shifts & remote site locations• Create and maintain technical and procedural documentation to appropriate levels• Network equipment installation and configuration including TCP/IP, Ethernet, L2/L3 technologies• Management of Enterprise level application software Installation• Working on Contact Centre technologies i.e. Agent Destkop, call flow IVR cofiguration, telephony, Dialler (Inbound/Outbound), ewfm, reporting tools etc.



Stellar

• Australia
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• System Administrator - Applications Solution Group

  • Feb 2007 - Aug 2010

  Tasks and Responsibilities• Quality Assurance and Testing Coordinator• IT Infrastructure Systems Administration• Configuration control and UI design• Resolve any 2nd and 3rd level support enquiries relating to Application Solution system and any other issues impacted by Information, Communication Technology.• Business Application Service Delivery support• Support & configure Telephony solutions – Mitel • Support & configure Dialler Application – Aspect (inbound/outbound)• Support & configure IVR Call Flow Application. • Support & configure EWFM - Aspect. • Support & configure in-house Applications - Agent Desktop, Reporting tool, UI design/scripting. • Strategic Consulting and Supplier sourcing and negotiations. • Vendor and 3rd party provider management• Develop and validate Business cases.

• Technical Support Analyst

  • Nov 2005 - Feb 2007

  • Provide 1st/2nd level support through manning of the Help Desk queue as required• Working on Contact Centre technologies like ticketing calls, emails, chats• Perform data backups and disaster recovery operation• Server Hardware installation and Rack installation as well as rendering after-sales support and maintenance as required• Installation, Configuration, Modification and Maintenance of Ethernet (Copper and Optical Cabling, Switches, Routers), TP cabling, Power cabling deployments and Data Centre Power & cooling events• Work on a 24/7 roster basis, working after-hours, on call support, shifts & remote site locations• Create and maintain technical and procedural documentation to appropriate levels• Network equipment installation and configuration including TCP/IP, Ethernet, L2/L3 technologies• Perform hardware builds and maintenance as required• Undertake service analysis and proactive service monitoring.• Create and maintain appropriate levels of technical and procedural documentation