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CAREER PROFILE
I am an enthusiastic and committed IT Support and Project Management Professional with considerable
experience in supporting businesses and executives. I possess a strong track record in customer and
vendor (3rd party) relationship management, IT Security and training clients and users in the use and
operation of IT systems in diverse environments for a small to large organisations. I enjoy working both
independently and as a member of a team and quickly adopt and apply new technologies.
TECHNICAL SKILLS
IT Security
Office 365
Networking
Citrix
SOE
ITIL
EMPLOYMENT HISTORY
Currently, overseas to visit family from Dec 2014 and expecting to be back by late Feb 2015
then available immediately.
Working through ITIL processes with BMC Remedy ITSM applications (Incident and Problem Mgmt.),
providing IT support to Avon associates & Executives by email, phone and onsite mode and setting up and
maintaining users/computers rights and permissions according the Local and Global IT Policies and
Securities.
Troubleshooting Desktop, Laptop, MFDs, Lotus Notes, Office 365, Smart phones, Tablets, issues in
Windows (win XP to Win 8 and server 2003 to 2008R2), Mac OSX, CITRIX & VMware Environments and
Updating Technical Documentation on SharePoint
Deploying and Configuring CITRIX WYSE Thin Clients, building PCs/laptops with the SOE standard
through Ghost Imaging tools and DSM (Front Range) and managing and maintaining computers and user
accounts through Active Directory Domain and IBM iSeries AS400 servers
Administering AVAYA Phone Systems, setting up conference room (Telepresence Video Conference and
others), managing and maintaining external vendors, including Dell, Apple, HP & Microsoft Hardware and
Software licensing, monitoring server performance through Nagios and Foflight and performing back-ups
and restores with the IBM Tivoli Storage Manager.
Key Achievements
As part of my deployment project, I have successfully built (with the SOE and in-house business applications)
and deployed PCs and laptops for the IT, Finance, Order Processing and HR department (100+ PCs/laptops)
with a very minimal business disruption. I regularly received excellent feedback from the business users and
my manager on the quality and responsiveness of my PCs/laptops rollout project.
In addition to this, I have successfully completed a Print Server Migration Project, where I have created the
Business Case and Project Plan as well as submitted a Closing the Project Report with PRINCE2
methodologies as a practice. I was also heavily involved in our Windows 8 migration Project, Office 365
Migration Project and Printers Audit/Consolidation Project for over 300 users for our head office.
Because I enjoy getting involved in the greater company culture, I joined the Believers and Achievers
Committee at Avon. As a Committee Member, I analyse the nominations based on the Business Value and
select the best one out of them for the Award. There around 10 members in the committee out of over 300
employees and 2 to 3% of the employees get opportunity to become a member in the committee.
Primarily responsible for receiving support calls, monitoring email queues, providing 1st/2nd level support
by ensuring that calls are logged into CRM (Salesforce.com), investigated, followed up and resolved while
also working to ensure that appropriate and timely information is delivered to the customer and adhering
to strict KPI's and SLA's
Installing and troubleshooting follow&go and other print solutions related hardware and software for the
clients, resolving technical issues of basic SQL Database, PCs, CISCO and other PABX, Networking
(LAN/WAN) and MFDs (Canon, Fujitsu, HP, Konica Minolta and Ricoh etc.)
Managing IT assets and software licenses, installing and troubleshooting software on servers/PCs and
working through Active Directory - onsite or via Remote Access
Cooperating with sales team on product demonstration, performing Systems Review/Analysis to ensure
that services that are delivered in alignment with industry best-practice and meet the expectations/SLAs of
clients
Key Achievement
Due to staff shortages, I was the only person available to take calls from our 1800 service number. Through
redirection to my desk, I was also taking calls for another branch office. I was taking and handling calls that
were normally handled by four technical support staff. This situation continued for approximately three weeks.
For my efforts, I received commendation and formal thanks from my manager.
Developing business plan and sales strategy for the market to ensure attainment of company sales goals
and profitability
Managing a small team of 4/5 staff, adhering to all company policies, procedures and business ethics
codes and ensure that they are communicated and implemented within the team as well as monitoring
Food Safety and WHS issues
Attending/conducting managers/team meeting and providing timely feedback to senior management
regarding performance and managing and controlling expenses to meet budget guidelines. I also assisted
in the development and implementation of marketing plans as needed
Key Achievements
My main task at Woolworths was to maintain the standard of the customer service and stores presentation as
well as increase sales in my department. The company set stretch targets and allocated set budgets and staff
hours to achieve sales. I would achieve my targets 90% of the time and exceed them by 8-10% the remainder.
One Christmas, I was awarded a $500 gift voucher for the largest percentage increase in sales for my
department. I donated my award to our social club.
Due to my outstanding job performance I was offered training for a Certificate IV in Retail Management.
Only 2-3% of employees get this development opportunity. (I did not complete this course as I left Woolworths
to continue my career in IT).
HEADING