RESPONSIBILITIES:

• IT Help desk (telephone/email/onsite customer support).
• 2nd level desktop/server/LAN/WAN support.
• Servers, Laptops, Desktops, Printers, Scanners.
• Active Directory, Asset Management.

RESPONSIBILITIES:

• IT Help desk (telephone/email customer support)
• 2nd level desktop/server/LAN/WAN support
• Servers, Laptops, Desktops, Printers, Scanners
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• track problems in a problem management tool (Lotus Notes)
• aim for resolution on first contact
• some customer training

TECHNICAL ENVIRONMENT:

• Windows XP, 7
• Active Directory WAN
• Citrix & VPN remote access

RESPONSIBILITIES:

• IT Help desk (telephone/email customer support)
• 1st / 2nd level desktop/LAN/WAN support
• Laptops, Desktops, Printers, and Scanners
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• track problems in a problem management tool (Lotus Notes)
• aim for resolution on first contact
• some customer training

TECHNICAL ENVIRONMENT:

• Windows 2000, XP desktop
• Active Directory WAN
• VPN remote access

Doig Web Technology is the business name of my freelance website design and development business. I have served many different small business clients, with tasks ranging from graphic design, to script integration and e-commerce deployment and management. Clients rank well on Google with top 5 search engine results achieved consistently.

RESPONSIBILITIES

• Graphic Design
• E-Commerce Management
• Content Management
• Catalogue Management
• Online Marketing
• Search Engine Placement
• Website Analytics
• Process Improvements
• Troubleshooting

My role at Concept Networks was a front line 1st level support technician, providing troubleshooting to problems with customers' internet connections, and customer service to customer accounts.

ACHIEVEMENTS

• Reduced several service desk back log queues,
• Achieved high level of Fix On First Contact for calls taken
• Negotiated the integration of several company mergers into the call system including new clients.

RESPONSIBILITIES

• Internet Technical Support via phone and email.
• Root cause analysis and troubleshooting
• Customer Service & Accounts.
• Adherence to KPI in answering phone calls from external customers
• Resolve problems within known Service Level Agreements
• Maintain and update documentation relating to Help Desk
• Add known fixes and processes into an internal knowledge base
• Pro-active problem resolution
• Mentoring technical support staff

TECHNICAL ENVIRONMENT

• Linux desktop
• Supporting Microsoft Windows and Mac OSX

While at Itomic, my role was to ensure clients' websites and online advertising were providing adequate return on investment. A range of measures were used to analyse ROI, including Google Analytics and Google Adwords.

RESPONSIBILITIES

• Website Quality Assurance
• Website Performance Analysis
• Search Engine Optimisation
• Search Engine Marketing
• Process Improvement

COMPANY OVERVIEW:

Computer Science Corporation is based in Subiaco. Alcoa selected Computer Science Corporation for their outsourced IT support contract. My role with CSC was help desk engineer serving the Alcoa staff, providing telephone and email IT support services. Clients came from 3 distinct groups: those in corporate offices, those in mining environments, and thirdly, remote laptop users who used citrix and VPN to connect to the WAN.

RESPONSIBILITIES:

• IT Help desk (telephone/email customer support)
• 1st / 2nd level desktop/LAN/WAN support
• Laptops, Desktops, Printers, and Scanners
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• track problems in a problem management tool (Lotus Notes)
• aim for resolution on first contact
• some customer training

TECHNICAL ENVIRONMENT:

• Windows 2000, XP desktop
• Active Directory WAN
• VPN remote access

RESPONSIBILITIES:

• 1st and 2nd level service desk analyst.
• diagnose problems and assign problem tickets to correct support group
• Adherence to KPI in answering phone calls from internal customers
• Meet problem resolution SLAs.
• diagnose network outages
• identify problem trends

RESPONSIBILITIES:

• LAN Administration
• Installs, Moves, Adds, Changes (IMACs)
• User Accounts in Active Directory and Novell Netware 4
• Application Deployment, User Access Groups in AD and Novell Netware 4
• 1st / 2nd level Desktop Support
• Laptops, Desktops, Printers, Scanners, PDAs
• Adherence to KPI in answering phone calls from internal customers
• Meet problem resolution SLAs.
• Root cause analysis and troubleshooting
• diagnose network outages
• identify problem trends
• track problems in a problem management tool
• aim for resolution on first contact
• customer training

TECHNICAL ENVIRONMENT:

• Windows 2000, XP desktop
• Active Directory / Novell Netware 4 WAN

While at Advantra, I provided 1st and 2nd level Desktop support for Telstra employees. Our operating motto was Response, Resolution, Respect.

RESPONSIBILITIES:

• 1st and 2nd level Desktop Support
• Laptops, Desktops, Printers, Scanners, PDAs
• Adherence to KPI in answering phone calls from internal customers
• Meet problem resolution SLAs.
• Root cause analysis and troubleshooting
• Diagnose network outages
• identify problem trends
• Customer training

While at Retail Systems, I provided PC and software support for retail point of sale environments. I also installed and configured new installations of retail point of sale hardware and software.

RESPONSIBILITIES:

• PC and software support
• Retail Point of Sale equipment installation and configuration
• client training in POS equipment and software