Managed the BlueArc support team, providing support and training on Content Management Systems including Sitecore, IgnitionSuite, Kentico and Umbraco.Key Responsibilities:Aligning the group’s goals and objectives with those of the company.Coaching and Mentoring the Support Coordinators and Junior developers. Coaching and mentoring areas included, the technologies, approach to problem-solving, effective communication, organizational skills, career development and more. Ensuring the team remained focused and motivated. Continuous process improvement to ensure quality, consistency and efficiency.Managing the resources required for fixes and change requests.Day to day management of 2 full-time Support developers.Ownership of critical incidents. Managing the communication as well as coordinating the resources required to resolve the issues.Providing user training on Content Management Systems including Sitecore, IgnitionSuite, Kentico and Umbraco.Supervising software deployments and ensuring minimal impact to the client.Internal IT Support – Active Directory, Exchange, phone (VOIP), printers, network issues, CRM and SharePoint Administration.

Provided Technical Support on digital signage software, IIS, SQL, Windows (all versions, including server), flash, video, images, TV tuner cards and graphics cardsProviding Support for clients in Australia, Europe, India and the US.Managing the support team workload.Performance Management.Working closely with the development team to ensure timely bug fixes and to communicate feature requests. Assisting the sales team with enquiries from potential new customers.Demonstrating the software for potential customers. Discussing their digital signage needs and providing advice on hardware, networking, content etc.Providing training for Clients.Continuous process improvement (In relation to the ticket system, call handling and the knowledge base.)

* 6 month contract on a working holiday visaProvided Support and took ownership of Batch Processing Issues. Provided daily communications to the Business and Management on the Batch Processing.Developed and tested new jobs in 'Active Batch’ Job scheduling tool.Produced Monthly, Weekly and Ad-hoc reports for the group.Documented existing group procedures and implemented process improvements.Produced diagrams for job schedules and group processes.

* 6 month contract on a working holiday visaProvided first point of contact for technical support for 5000 users in Star City casino.Responded to, evaluated and prioritized incoming phone calls and email requests for Technical assistance. These were from users experiencing problems with hardware, software, networking and other computer-related web and telecom technologies. Maintained a high level of customer-service and technical expertise while ensuring customer satisfaction. Managed a project to update and standardize the IT department Knowledge base.

Provided 2nd and 3rd level support through telephone, email and an online portalProvided on-call support on a rotational basis.Chaired weekly meetings with Process Engineering.Software testing using Mercury Quality Centre and Test Director.Worked with Process Engineering to implement control systems Automation Software systems implementationMentored new hires for their first 3 months in the Automation groupErgonomic assessor, ensuring the safety of our group in the office.Continuous automation training, keeping up to date with new packages, procedures and market trends.

University InternshipFirst Level Support for IT issues.