Application Support Analyst/Software Tester1st/2nd level support for parking infringment software “NovaPark”, support provided for internal users and customers.Issues logged via email, phone or call logging systemTechnical overview:• Bespoke applications installed locally or accessed via Citrix• Data fix, user access, Citrix/LAN issues.

Service Desk Analyst/Desktop Support1st/2nd level support for 400 internal users in Melbourne CBD and 300+ external State Government/Victorian Police customers, approximately 30 calls per day Technical overview:• Mixed Window environment (XP, Win 7), Active Directory, remote access via Citrix, VPN• Printer, File Share, Security, MS Outlook, MS Office support• Desktop Support – PC builds, hardware upgrades (RAM, hard discs, cards), networking, resolving performance issues

IT Sales/Desktop support roleFull IT support for multiple clients in Melbourne and surrounding suburbs Technical overview: • Supporting and updating IT infrastructure, predominantly Microsoft technologies. • Creating and documenting SOE for all customers. • Desktop support, both remotely and locally, software installs, AV/Firewall support, OS upgrades, new pc installs. • Resolving networking issues, DHCP, DNS. • Hardware support – printers, scanners, cabling.

Platform Support Analyst 24/5 support for NAB Wholesale Banking server fleet and Citrix environment, working on Incident Team, with target resolution rate of 100%. Predominantly Windows environment (Windows 2000/2003/2008 Server, Active Directory, significant number of Unix/Linux file/application servers).

1st level IT support for NAB Wholesale Banking Approximately 35-45 calls a day. 80% first call resolution rate. 300+ bespoke applications delivered to client pcs through a Citrix interface, Outlook, MS Office.

Senior Service Analyst, Victorian government.Management of small teams within the Service Centre. Being initial escalation point for customers, service delivery managers and other stake holders.Conducting team meetings, creating staff rosters and monitoring staff levels.1st level IT support for six Victorian Government departments Approximately 35 calls a day, plus email and faxes. Mixed Windows environment (W2K, XP, Active Directory, Novell), helping callers with errors, hardware and software installs, basic network troubleshooting. Lotus Notes, AD security groups

1st level IT support for two Victorian Government departments Approximately 35 calls a day, plus email.

1st level IT support for Cadbury's users worldwide Approximately 40 calls a day, plus email.

Ward clerk - general hospital ward administration, updating patient medical records and booking outpatient appointments

Product Content Specialist for neat-ideas.co.uk and staples.co.uk

Product Content Specialist for the www.staples.co.uk website

First-Line helpdesk agent supporting General Motors.

First-Line helpdesk agent supporting General Motors.