Adam Quinlan Email & Phone Number

Melbourne, Victoria, Australia

Initially I was hired to train staff both online and in person for the ShareDo system that was being deployed throughout the firm. Shortly after, my responsibilities expanded to other forms of training to include onboarding, upskilling and refresher for returning staff. A core part of my role is the creation of user friendly online learning and troubleshooting material for our new and existing systems. For this, I’d use a range of software such as Camtasia, iSpring, Articulate and Photoshop. I’d then curate learning courses from that training material using Go1. I’d make myself easily available for “how to” questions and general assistance, keeping in mind a fast response time. I would also proactively assist IT Service Desk with general support with staff.Further duties included:- Testing new software- Identifying knowledge gaps- Maintain training records- Build online training for all departments upon request

Melbourne, Victoria, Australia

As the sole Systems Trainer within the Asia Pacific (APAC) region, I facilitated training with external clients and internal staff on using Dotdigital's marketing and campaign software. I would address any questions raised during and after the training sessions.Further duties included:- Conduct and evaluate Partner Certifications- Speak to any client concerns or stresses- Daily administration and scheduling- Content creation for training material, both written and video

Melbourne, Victoria, Australia

My main responsibility was to schedule and conduct training sessions for staff in primary schools across the state of Victoria. I would also spearhead new training content and its creation using different mediums. These would be instructional videos and interactive eLearning guides.Further duties included:- Addressing client concerns related to the training and future support- Updating exisiting training content- Address questions after training sessions- Gather feedback on the sessions to improve upon them

Melbourne, Australia

Moving into the Systems Training role, my focus was to liaise with HR regarding onboarding training for new staff across VIC, QLD and NSW. I would schedule session times with other department heads for their participation, as well as myself to conduct their onboarding training.Further duties included:- Facilitate training for new systems and updates- Creation of eLearning video and interative guides- Coach staff on areas of opportunity on systems used

Melbourne, Australia

Originally starting as a Service Desk Analyst, my skills in previous roles as a trainer elevated me into a dual role as a Systems Trainer. I'd be responisble for the onboarding training of new staff.As a Service Desk Analyst, I would prioritise and solve an array of issues raised by internal staff in our VIC, QLD and NSW offices either face to face, using remote access or over the phone helping to address any technical concerns and emotional stress incurred.Further duties include:- Provide after hours IT support- Conduct training sessions for external clients- Organise and set up AV (audio visual) and other hardware for both onsite and offsite meetings including presentations- Liase with a range of departments for training and IT requests.

Melbourne, Australia

As the Technical Advisor, I lead, coordinated and taught multiple teams comprised of new and exisiting technical staff. I would also review and provide feedback on metrics including CSAT analysis to improve upon any KPIs. This included softskills to be able for staff to better align with customers.As an Apple Certified Mac Technician (ACMT), I provided face to face technical assistance to a range of customers. I helped to educate customers on best practises using clear communicaton to match each customer's needs. This helped to not only resolve technical issues but to address emotion stress and concern.Further duties include:- Reviewing metrics and KPI analysis- Training soft skills and communication skills- The creation of improved training material- Conflict management and de-escalation- Fire and Safety Warden

Brisbane, Australia

As a member of the Quality Assurance and Development group within AppleCare, I would work closely with other Team Leads and their team members focusing on KPIs, including Customer Satisfaction (CSat). This would be across our three sites in Australia, New Zealand and the Philippines.I would lead multiple teams from their onboarding training and probation training, eventually transitioning them over to another Team Lead for a permanent spot.Further duties included:- The development of individual coaching and performance plans- Provide one on one and group coaching- Metric and KPI performance analysis- Team and Team member review and reporting- Fire Warden

Brisbane, Australia

As a Technical Support Sepcialist, I would provide technical support and solutions to a wide variety of customers with varied technical experience, calling Apple's contact centre across the Asia Pacific (APAC) region. When required, I would liase with other departments to assist with customer inquiries that weren't of a technical or educational nature.My duties included:- Being able to empathise and align with customers- Identify emerging issues for both hardware and software- Adhere to role metrics and KPIs- Fire Warden

Brisbane, Australia

When working as an Administrative Technical Support Officer, my main duties were to provide administrative support to our customers over the phone to Lenovo's contact centre, as well as to technical staff regarding updates on parts and other tracking. When required, I would partner with other departments to address concerns or issues that weren't of an administrative nature.Further duties included:- Updating Proof of Purchases- Handle and update inventory for repairs- Handle customer complaints- Conflict resolution and de-escalation- Train and upskill new adminstrative staff

Brisbane, Queensland, Australia

In this role I provided customer services in sales as well as back of house operations. Areas of sale support would be:- Home Entertainment - Electronics - General merchandise- Register operations

Brisbane, Queensland, Australia

While in this role I assisted in a range of duties for a laboratory assistant, these would be:- Attaching sensor and other monitoring equipment to subjects/participants- Set up and down of laboratory equipment- Analysing and sorting data from test result

Bachelor Of Interactive Entertainment (Majoring In Animation), Animation

Diploma Of Multimedia, Intermedia/Multimedia

Certificate Ii, Information Technology - Computer Studies (Information Technology At Work)

Certificate Ii, Business (Business Procedures)