Provide support to clientele base via email, phone or remote login. Provide 3rd party vendor support via email, phone or remote login on solution to clientele bases. Provide training or how to fixes to clientele base via email, phone or remote login.

• Solve team members and find solution to 1st and 2nd level calls • Help solve issues with the deployment/Installation team • Escalate issues through to development • Log issues and keep customers/ team members updated of the solutions. • Making sure that the 1st and 2nd level teams are up to date with knowledge of products • Making sure that management are aware of rising issues and getting them solved quickly. • Reports – Government (Daily) and Management reports as requested. • Run tests on Environments when upgrades are performed

• Oversee the support team (both inbound/outboard) • Oversee the installation team for Dispense and Prescribe. (Pharmacy and Prescriber software) • Making sure that Internal and customers’ SLA’s are meet • Making sure escalated issues are dealt with in a timely manner. • Making sure team product knowledge is up to date. • Ensure the company’s conference stands are setup for conferences around the country. • Reports - Daily to a Government body for the NPDR (National Prescription and Dispensing Repository)

• Liaise with 3rd party software vendors to provide technical support for all aspects of our software – Setup/troubleshoot/integration/outages • Provide support to internal Fred staff within the eRx team and staff from external departments ensuring a fast and accurate resolution to any escalated problem. • Train new team members • Team leader for the installation team (4 staff members) during any absences of Product manager • Analysis of data to provide internal reports for management on team progress • Manage test environment • Attend conferences as a representative of eRx to demonstrate the software and promote our software, as well as answer any customer queries raised. Also packing\setting up the display pcs for the conferences ensuring they are all are installed and configured ready for demonstrations to clients. • Write documents on daily procedures, and outage procedures • Manage invoice and account enquires • Handle difficult customers when team can’t handle or provide an answer.

• Manage loan stock while customer’s device is out for repairs. • Manage the item to be repaired – either in house or sent to be repaired. • Computers – Setup of new software/hardware • Printers • Scanners • SatScan Gun (POS device for stock take and orders) • Network Switches

• Provide support via phone or remote access to help with issues customer may have with either hardware or software. • Setup emails • Setup Printers and computers/networks • Provide technical support; to provide fast and accurate resolutions to pharmacy clients reported issues, ensuring that the best possible outcome is reached.

• Onsite technical support for new and existing customers – Installation of new hardware and software. • Setup of new conversion software – Dispense and also new hardware purchased. • Setup of new computers, networks and printers and label printers. • Scanners and Cash drawers • Installation of software – Antivirus software, Dispense/POS Software and backup software for the client.

Product Support - McAfee, Macromedia Asia Pacific Region and Phoenix IT (Quadtel Marketing Results)• Provide support via phone/email to customers • Provide an answer or how to, on an issue the client was developing for media presentation. • Provide remove instructions on how to clean computer from virus attacks • Research new ways on preventing virus attacks. • Design and maintenance of firm’s Intranet, 2002 • Acting Customer Service Manager, 1999 – 2000 • Sorting through the stats for the contact centers’ daily activities. Displaying those details in a spreadsheet for the whole company to view • Training new employees – Updating Intranet, test computers and outsourced web sites • Treasurer of social club, 1999 – 2000 • President of social club, 2000 – 2002