- Investigate, analyse and troubleshoot contactSPACE call centre web based software incidents and requests via Zendesk and phone.- Update contactSPACE knowledge base articles and process documentation via confluence and Zendesk.- Perform testing of fixed software bugs and system testing.

- Utilization of analytical skills to provide 1st and 2nd level of support to Commonwealth Bank (CBA) customers of Cisco IP phones, Blackberry, iPhone 4S, Data port, Billing enquires, IP address allocation/de-allocation, Enable/Disable data port, Project related issues and many more- Log all online service requests via the Remedy call logging system- Keep track and record of all service requests in the Remedy call logging system to ensure it meets the Service Level Agreement (SLA)- Take ownership of all assigned service requests and constantly updates customers with progress throughout the requests lifecycle until resolution- Respond to daily case allocations updates and follow it up with resolver groups until resolution- Escalate service requests to specialized resolver groups such as Unified Comms Delivery (UCD) for onsite Cisco phone support service such as phone swap out, port patching, check faulty data port, and supply new phones- Ongoing provision of continue service improvement (CSI) through creation of knowledge base articles and standard operating procedures- Ongoing IT certification training via Telstra E-learning system

- Utilization of my troubleshooting and analytical skills to provide 1st and 2nd support of Cisco IP phones, Avaya phones, and Fax lines technical support to Westpac customers via phone and email- Programming, delete, swap out of all Cisco phones- Excellent knowledge and hand-on skills in utilization of the Call Manager 7, Cisco Unity system and Telstra portal to provide support of Westpac voicemail system, user profile management, hunt groups, 2nd line appearance, group pick-up, and many more.- Keep track and record of all incidents in the Remedy and Infra call logging system to ensure it meet three days Service Level Agreement (SLA) for soft MACS, and five days Service Level Agreement (SLA) for hard MACS- Take ownership of all assigned incidents and constantly updates customers with incidents progress throughout the incident lifecycle until resolution- Respond to daily case allocations updates and follow it up with resolver groups until resolution- Escalate incidents to specialized resolver groups such as CDM for onsite Cisco phone support service such as phone swap out, port patching, check faulty data port, and supply new phones- Ongoing provision of continue service improvement (CSI) through creation of knowledge base articles and standard operating procedures- Ongoing IT certification training via Telstra E-learning system

- Utilization of my troubleshooting and analytical skills to provide 1st and 2nd level of hardware, software, network support to RTA, Integ, XSI, UXC Connect Internal, Videoezy, Blockbuster, Ausgrid (Energy Australia), Medibank, and Linfox customers via email and phone - Excellent knowledge and troubleshooting skills in assisting UXC Connect internal employees’ with desktop and hardware related issues such as Lotus Notes, Active Directory, Microsoft Office, Windows 7/Vista/XP/2000, MAC OS, Microsoft Office OneNote 2007, Call Routing Database (CRD), SMS Remote Control, Remote Desktop Tool, Red coal SMS messaging, SAP, Mainframe, VPN, Microsoft Exchange, Norton and Symantec antivirus, Citrix, laptops, printers, peripherals, and other application software- Familiarise with performing password resets, creating/deleting new users’ in active directory and group policy environments- Provision of onsite and remote software, hardware and OS installation and upgrade on users’ PC- Provision of Cisco phones and network support for RTA customers such as voicemail creation, phone display name change through utilization of Call Manager 4 and Cisco Unity- Good understanding and ability to perform LAN/WAN network troubleshooting using the “cmd” command prompt in Windows, proxy settings in IE and TCP/IP networking - Escalate jobs to specialized support group such as desktop support, and network team if unable to resolve the job at the 1st level- Keep track and record of all incidents in the ITSM Frontrange, Catalyst, and Marvel call logging tool- Respond to daily case allocations updates and follow it up with resolver groups until resolution- Ongoing provision of continue service improvement (CSI) through creation of knowledge base articles, standard operating procedures, aged incident reports, and HOCA monthly reports- Ongoing IT certification and client certification training via ULearn online learning system and within the company

- Provision of 2nd level technical support through emails, phone, face-to-face, and liaising with clients to fix their problems - Escalate higher level technical support to Gen-i IT Helpdesk, and Chubb IT Helpdesk if unable to resolve the problem by myself- Creating troubleshooting guidelines, technical support guidelines and software helpfiles to assist users with their current problem and reduce user queries for the future- Provide software installation and upgrade on users’ PC- Performing miscellaneous IT administrative duties and reporting progress

- Testing surveillance softwares to ensure its fully functional- Generating success and error test cases based on the software requirement specification, stakeholder’s functional requirement, and the client-server software architecture- Perform system testing according to the success and error test case scenarios- Creating test plans, test reports, test case result, and optimal setting documents- Perform software release by gathering the latest binary files from the SourceSafe and upload using the AceFTP software- Updating and creating user’s help manuals- Reporting defects onto the TrackStudio and send an email to the developers notifying the defects- Retest the fixed bugs using the latest version- Providing internal and external user training of the software product- Configure optimal settings based on the stakeholder’s requirement- Provide second level IT technical support through emails and phone- Provide onsite technical support