Brad Edwards Email & Phone Number

Ocean Grove, Vic, Au

Melbourne, Australia

My current role as a Support Engineer in the Omni-Channel/Unified Commerce Retail Space is to provide 2nd level application support for the Target Web Site. I monitor the site using Dynatrace, Google Analytics and SUMO Logic Dashboards that i created.I investigate and resolve customer and store incidents using ServiceNow, Hybris, SPLUNK, SUMO Logic, STEP and AWS.I investigate and resolve issues like missing products, incorrect or missing prices.I configure proactive alerts using Splunk, SumoLogic, xMatters and PagerDutyI perform new store and closing store configuration changes. I create and maintain documentation using JIRA Confluence.I performed fortnightly code releases to Staging, UAT and Production environments using Jenkins for 4 years.I perform preventative maintenance tasks using SQL queries in DBeaver.Achievements:Reduced calls from customers and stores by proactively resolving issues using SQL queries, SPLUNK and SUMO alerts.Streamlined click and collect completion process at stores to stop customers getting unwanted email/sms notifications.Configured Whispir and Xmatters to call the 24*7 support phone and log an Incident in ServiceNow for any high priority alerts. This removed the cost of paying HP to perform the same functionality.Identified, trained and provided documentation to 1st level help desk to perform key customer functions to deliver increased customer satisfaction and increase first call resolution.Provided 24*7 support every 2nd week for the Target web site that receives over 2 million customers per week.

Melbourne, Australia

During my time at KIT as a contractor I packaged, tested and implemented Java version 8 and chrome to over 1,800 Windows PC’s. I performed system integration and user acceptance testing (UAT) as part of a project that replaced all IT Back Office and Point of Sale systems at 104 Target Country stores using an AGILE methodology over a 5 month period. Performed user acceptance testing as part of a project allowing customers to convert flybuys points to dollars and allow promotional discounts at registers and online. I created a number of queries using SQL to provide critical data to key businesspeople. I performed analysis on 52 swd packages to determine if a rewrite or modification was required in preparation for a windows 2003 server upgrade to windows 2012. I was the technical support person on a project that introduced a MobilePOS solution to 6 Target stores using a symbol TC55, iSMP PinPad and a Zebra iMZ220 printer. I paired and configured the devices to ensure the user experience was simple and without issue.

136 Exhibition Street Melbourne

My role as an Incident Manager/Major Incident Manager was to focus on the end-to-end ownership of Priority 1 and Priority 2 Incidents. This included triage of incidents, appropriate communications and the management of support teams for resolution of Incidents within agreed Service Level Agreements (SLA) time frames.I acted as the bridge between Technology and business groups to ensure Incidents are managed, escalated and communicated appropriately. On a day-to-day basis I managed all incidents that required follow up with Australia Post Digital Mailbox support teams and service providers. I utilised the Service-now tool set to proactively monitor incidents that are likely to breach service level targets and manage those incidents proactively. I also used this tool set to generate reports to assist in identifying the most frequent issues.

Geelong West, Australia

My role as a Senior Digital Senior Support Analyst in the Multi-Channel Retail Space (MCR) was to provide 2nd level application support for the Target Web Site. In this capacity web site issues were logged to me by a customer relations team where I provided 2nd level support. I supported existing and new Web and Desktop Applications, Environments and Web Infrastructure. I used my troubleshooting proficiency to resolve around 40 customer or company incidents a day while providing support to the Target online shopping web site. Provided 24/7 support every 2nd week and and maintained an availability of 99.9% over 3 years and exceeded Service Level Agreements (SLA) for Incidents logged to my assignee group. I used the following tools to monitor and investigate as well as report on site performance and issues: Google Analytics, AKAMI, 24/7, Dynatrace, Gomez, Splunk, Nagios, SecureCRT, and Putty.Provided performance statistics on the web site for category load times like women, toys, baby. I provided response time comparisons between Target / Big W / Kmart, and Coles. Site availability percentages to ensure above SLA of 99.9%, liaised with 15 web coordinators and planners to ensure all products on the site were as expected and worked with them to resolve any issues that arose. I liaised with the warehouse (Fastline) to ensure that all orders were processed within SLA (4 days).

Geelong West, Australia

During my role as a Digital Support Analyst, I improved the product load capacity from 200 products to 1,500 products a day in order to keep up with the growing demand of the target business. I managed the data integrity and loading of around 1,500 products a day to the Target web site. Resolved “publish and hide” issues with products on the site, incorrect images or missing images, broken URL links and incorrect pricing or no price at all on products.

Geelong West, Australia

In my IT support capacity stores would call the 1st level helpdesk and advice of an incident. 1st level would then log the incident to 2nd level that would resolve the incident if possible or log the problem to me at 3rd level to resolve. Provide support to teams in accordance with agreed service levels. Provide self-leadership for continuous improvement. Undertake a leadership role in mentoring less experienced analysts and promote and support the IT methodologies and tools. Deliver assignment and project application development and enhancements, implement business solutions in accordance with business expectations and priorities. Adherence to System Development Life Cycle (SDLC) processes. I supported 308 Target and Target Country stores with regards to all software and hardware. Provided 24*7 support every 3rd week, managed software implementations, supported 10 different type model registers, supported Windows servers running XP, RF gun technology, customer enquiry terminals, MS SQL databases and UNIX operating systems. I have proven to be reliably and trustworthy over 16 years with responsibilities ranging from creating test plans using Quality Centre to support 3 months of testing to ensure the Pinpads and their associated software was 3DES encrypted, and that there were no issues before managing the installation of 4,500 EFTPos pin pads over a year to 308 Target and Target Country stores. Provided weekly statistics regarding price apply times to the business that allowed the slowest stores to be upgraded 1st in order to avoid pricing issues impacting customers. To reduce incident impact I updated perl scripts to ensure system health checks could be performed each morning at 308 stores to ensure any potential issues were resolved before they impacted any stores or customers.

Geelong West, Australia

Performed Analysis on 20 3rd Party software products that Target were using. I provided recommendations to the business, regarding replacement products for some products and new versions of other products that should be upgraded, after testing each one and confirming that there would be no Y2K issues.

Geelong West, Australia

Made coding changes to support utilities using Target coding standards, learnt EFTPos, UNIX, MS SQL, OS/2 and 4690 operating system skills.

Bachelor Of Science (Computer Science And Information Systems), Computers

Associate Diploma Of Business Microcomputing

Advanced Certificate Of Information Technology