Experience

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  National australia bank

  Jan 2002 - Nov 2007

  Service desk anaylyst

  National Australia Bank Operations AnalystDuties included: • Support Manager in enforcing strategies and policies• Analyse and Develop new Operating procedures• Streamline existing procedures• Training of Staff• Facilitate Seamless Processing• Managing Computer Rooms• Chair & Minute Service Assurance Meetings• Attend Change Request Meetings• Organise Computer Operator’s Meetings• Monitor and Control Multi-Platform Systems• Perform First Level Recovery• Perform End Of Day batch processing• Coordinate recovery of failed systems• Use of ARS as a tool for problem resolution• Use of INFOMAN for Mainframe Problem Reporting• Adhere to Problem Ownership concept• Controlling AS400 Batch and Interactive jobs• Using AS400 system utilities• Performing nightly Backups using Veritas NetBackup• Performing Restores via Veritas NetBackup• Tape Management• Monitor changes impacting the Operations Environment• Problem awareness and escalation• Documentation• Housekeeping Duties• Liaised with Support Teams Show less

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  Department of justice, victoria, australia

  Nov 2008 - May 2010

  Service desk analyst

  Department of Justice (Temporary Contract Position) Service Desk OperatorDuties included: • Provide technical support services (at 1st/2nd level) to clients in the administration and day to day operational capacity of applications.• Resolve local operational service support problems utilising established standards and guidelines with particular emphasis on assessing client’s needs. Maintain and document accurate resolution within the Department’s Helpdesk system (Action Remedy).• Resolve incidents and requests in line with ITIL principles meeting agreed Service Level Agreements.• Assist in the identification of improvement opportunities with currently installed business applications.• Action system change requests that have been approved for release within the production environment.• Maintain quality documentation of all help desk user requests and actions taken, and general IT configuration and procedural documentation, etc.• Provided specialised Service Desk support for the DOJ regionalisation project i.e. Lotus Notes configuration, configuration of workgroup templates, printer configuration, physically setting up printers and computers.• Provided on-site support for Berwick, BoxHill and Ballarat for the Regionalisation project Show less

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  Kresta holdings limited

  Oct 2011 - Oct 2012

  Sales consultant

  KHL HOLDINGS LIMITED– VISTA WINDOW COVERINGS Regional Sales Consultant Duties Included • Generated leads using the spider method• Attended appointments and sold window coverings to both residential and business clients. • Partook in comprehensive sales techniques enabling me to close sales in home. • Advised customer of most appropriate window coverings, ensuring the clients were satisfied, both practicality and aesthetically wise. • Maintained all Samples and relevant documentation for sales products• Attended Monthly meetings for new product training and sales KPR’s• Make after sales call backs• Follow existing quotes and convert them to sales. Show less

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  Orica

  Oct 2012 - Dec 2012

  Service desk analyst

  Orica ITSC Mining Services Service Desk AnalystDuties included: • Attend to customer calls, providing service and problem resolution• Ensuring that customers are able to work efficiently by resolving as many issues and requests at the initial point of contact• Proactively seeks resolutions to all unknown problems and ensure that all member of the Service Desk are aware of the answers• Acting as the technical gateway for business users, to access all services offered by Orica Mining Services• Take ownership of all calls logged to the Service Desk and ensure resolution by self action or by correctly engaging the correct support teams(s) Show less

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  Department of justice victoria

  Apr 2013 - Nov 2013

  It procurement officer

  Department of Justice- Application Service Management Service Request Officer Duties included. • Working closely with stakeholders, suppliers and vendors to ensure that application service requests are met in line with agreed service levels.• I Provided a channel for customers to request and receive information relating to standard application and database content services • Ensuring all service requests are properly coordinated between customer needs and suppliers/vendors timelines.• Contributed to procedures and documentation for the service desk (first level support of infrastructure and application). • Provided progress of service request activities, using appropriate quality assurance processes to ensure that support is carried out in accordance with agreed standards, methods and procedures.• Made Proficient use of Service Desk/Request Tool Remedy. Show less

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  City of melbourne

  Jun 2014 - May 2015

  This position works within the Business Information Services Branch, of the Corporate Business Division.Business Information Services Branch is responsible for delivery of policy, projects and services to maximise the effective use of information in decision making at City of Melbourne (CoM).The Branch is responsible for the customer interface services such as Service Desk, computer systems administration, and Information Management and for delivery of support services for all IT applications, including GIS, Open Text, Infor Pathway and others, design, strategy, database management, IT&T infrastructure including network, desktop and service, telecommunications and systems software support. The Service Desk is a team of six staff that provide an organisation wide service, offering technical support, training and advice to customers. Show less

  • Service Desk Analyst

    May 2014 - May 2015

  • Service Desk Analyst

    Jun 2014 - Apr 2015
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  L&h group

  Aug 2015 - Jan 2016

  Service desk analyst
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  Vicroads

  Jan 2016 - May 2016

  Help desk specialist
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  Tenix solutions

  May 2016 - Dec 2017

  Service desk analyst
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  Civica justice services

  Jan 2018 - Sept 2023

  It support specialist
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  Department of jobs, skills, industry and regions

  Sept 2023 - now

  Technical support officer