My responsibilities in this role are quite varied. My primary function as a lighting and audio technician included the following: • Set up, program and operate the lighting console on every night the venue traded, rehearsals and special events. This also involved coordinating with event/show directors at an advanced level. Rigging is also a fundamental aspect of this role.• Investigation/implementation of appropriate cost effective solutions to meet demands of the venues ever… Show more My responsibilities in this role are quite varied. My primary function as a lighting and audio technician included the following: • Set up, program and operate the lighting console on every night the venue traded, rehearsals and special events. This also involved coordinating with event/show directors at an advanced level. Rigging is also a fundamental aspect of this role.• Investigation/implementation of appropriate cost effective solutions to meet demands of the venues ever changing environment• Conducting regular maintenance on the equipment and taking the initiative to implement enhancements Show less

As a result of Medibank insourcing the IT Service Desk function in November 2014, I was promoted to the role of Senior IT Service Desk Analyst and offered a permanent position as a Medibank employee. My duties included handling escalations, complex tickets involving further research, taking ownership of priority incidents affecting multiple users and coordinating the Service Desk when these arose, knowledge management, ongoing training/coaching and development of Service Desk Analysts both… Show more As a result of Medibank insourcing the IT Service Desk function in November 2014, I was promoted to the role of Senior IT Service Desk Analyst and offered a permanent position as a Medibank employee. My duties included handling escalations, complex tickets involving further research, taking ownership of priority incidents affecting multiple users and coordinating the Service Desk when these arose, knowledge management, ongoing training/coaching and development of Service Desk Analysts both technical and at a customer service level, quality assurance monitoring and identifying improvements to policy and processes. The role also included the need for providing support to staff outside of normal working hours.I developed and maintained strong relationships with a number of key individuals within the business, which worked to uphold ongoing confidence in IT as a whole. Show less

My responsibilities for this role included taking inbound IT service calls (FPOC) from internal Medibank staff, external vendors and other key business stakeholders in , incidents and problems using ServiceNow as our ITSM suite; inline with the business' ITIL framework. I am proficient in both Windows and Mac operating systems, Windows server, Active Directory, Citrix, AirWatch (MDM), Exchange Server and various mobile technologies to name a few. Being able to support multiple domains… Show more My responsibilities for this role included taking inbound IT service calls (FPOC) from internal Medibank staff, external vendors and other key business stakeholders in , incidents and problems using ServiceNow as our ITSM suite; inline with the business' ITIL framework. I am proficient in both Windows and Mac operating systems, Windows server, Active Directory, Citrix, AirWatch (MDM), Exchange Server and various mobile technologies to name a few. Being able to support multiple domains all with different business rules and processes was an essential requirement of the role. We supported 5 domains across 5 different business divisions of the Medibank Group (Medibank Private Limited, Medibank Health Solutions, AHM, MHS Telephone & Online Services AU and MHS T&OS NZ.In my time working on the Medibank contract, I was trusted with the additional responsibilities of user account management across all 5 domains, backup security prime for requests that required additional clearance and selected for non-BAU project work. The Service Desk team I was apart of met the GOS (Grade of Service) targets set by the client for 24 months consecutively. Show less

My responsibilities for this role were usually varied and somewhat unconventional at times. My tasks included the design, development and implementation of in-house operating procedures, developing core business operating values, establishing and maintaining working business relationships with external vendors, monitoring staff performance, advising all four business directors, facilitating meetings, transporting equipment, negotiating vendor and celebrity performer agreements, implementing… Show more My responsibilities for this role were usually varied and somewhat unconventional at times. My tasks included the design, development and implementation of in-house operating procedures, developing core business operating values, establishing and maintaining working business relationships with external vendors, monitoring staff performance, advising all four business directors, facilitating meetings, transporting equipment, negotiating vendor and celebrity performer agreements, implementing internal procedures for the legal compliance of our liquor licensing guidelines. Show less

I was responsible for providing customers with a solution to their often-complex issues when a mutually satisfactory solution had failed at the first and second level. My integrated knowledge of landline, ADSL, mobile wireless broadband, mobile phones, international calling cards and VoIP coupled with my genuine passion for customer focused solutions was required.

This role required me to handle all Telecommunications Industry Ombudsman complaints lodged by customers and ensure that they were resolved within a reasonable timeframe. When I was promoted to this position from general technical support and owing to the fact that this was a medium start up Telco that had acquired a number of its customers from smaller Telco’s that had folded, there were no company procedures, policies or framework in place to deal with complaint resolution, quality assurance… Show more This role required me to handle all Telecommunications Industry Ombudsman complaints lodged by customers and ensure that they were resolved within a reasonable timeframe. When I was promoted to this position from general technical support and owing to the fact that this was a medium start up Telco that had acquired a number of its customers from smaller Telco’s that had folded, there were no company procedures, policies or framework in place to deal with complaint resolution, quality assurance and compliance.I introduced complaint-handling guides and training for all front line call centre staff. Other various internal and external technical support based tasks were also undertaken. A solid knowledge of Remedy for call logging was also a key part of this role. Show less