Bronwyn Clarke Email & Phone Number

Melbourne, Vic, Au

Seaford

Melbourne, Australia

2 Chifley Drive, Mentone

Updating existing training documentation and creating new online training courses as required.

2 Chifley Drive, Mentone

My role included first level technical support for the Simplot business. Primarily supporting business critical applications such as a large i5/AS400 environment, Lotus Notes and the Cisco VOIP phone system. It was critical in this position to be able to understand quickly the impact and urgency of any given situation, technical or non-technical. Key Projects & Achievements  Internal 1st level technical support  Proven ability to understand business processes and requirements both internal and external to the Service Desk  Timely and efficient management of issues with regards to internal and external SLA’s  Appropriate and accurate escalation of incidents to both internal sources and external vendors  Liaison with appropriate project managers to develop reports to service desk members on current business requirements and projects such as Sales Force Automation, etc

2 Chifley Drive, Mentone

Simplot Australia had a requirement to upgrade from a legacy based ERP (PRMS) system to the newer, supported JD Edwards. This consisted of ensuring that current viable business processes were maintained along with the streamlinin g of outdated practices. Key Projects & Achievements  Liaising with Project leads to facilitate the creation of training materials Assess the needs of the users to provide the most appropriate method(s) of training Created targeted material to achieve business requirements Facilitated the setup and ongoing maintenance of the Training Delivery Schedule Publishing Captivate files to central location to allow easy access for end-users

Project Mercury was the name given to the company wide implementation and deployment of Microsoft Office 2007 and Microsoft Exchange 2007. My role involved flexible technical support with regards to training of all 1,300 staff along with consultation with key business units to ensure business requirements were translated into technical processes for the duration of the deployment of the new software packages. Key Projects & Achievements  Management and scoping of requirements for Microsoft Office 2007 implementation  Technical support for all training  Migration of Simplot’s Diners Club bill payment process to Office 2007  Prioritisation of resources made available to business units for the updating of many critical and non critical Microsoft Access Databases

The Simplot Information Systems department had a requirement to upgrade from a legacy based HP Service Desk 4.5 implementation to the newer, more flexible, better supported HP Service Manager 7.10. This consisted of ensuring that current viable business processes and information resources were maintained along with the streamlining of outdated practices. Key Projects & Achievements  Scoping of system hardware and software requirements during initial project phases  Investigate and resolve ongoing technical issues  Provide timely and flexible consultation with external vendors

My role included first level technical support for the Simplot business. Primarily supporting business critical applications such as a large i5/AS400 environment, Lotus Notes and the Cisco VOIP phone system. It was critical in this position to be able to understand quickly the impact and urgency of any given situation, technical or non-technical. Key Projects & Achievements  Internal 1st level technical support  Proven ability to understand business processes and requirements both internal and external to the Service Desk  Timely and efficient management of issues with regards to internal and external SLA’s  Appropriate and accurate escalation of incidents to both internal sources and external vendors  Liaison with appropriate project managers to develop reports to service desk members on current business requirements and projects such as Sales Force Automation, etc

Bachelor Of Applied Science (Computer Science & Software Engineering), Information Technology

Vce

Education record

Education record