Dylan Thompson Email & Phone Number

Auckland, New Zealand

• Subject-matter expert for Xtracta – consulted management about forward steps, including case studies of problematic and well-adjusted sites. This project involved using project management tools to have a visibility of how all current clients were progressing to identify issues in training or implementation to deal with.• Increased in confidence with live demonstrations, especially relating to the Xtracta system, and developed an increasing awareness that the support methodology and consulting methods are relatively similar; with the main difference being that the consulting methods occur from scratch, and involve a more tailored, custom approach to the system for each client• Product development for Xtracta involving consulting with Development and Management as to common client issues and potential fixes for these; and then the technical implementations of these fixes. Tested the new workflows to ensure they behaved correctly, and demonstrated the increase in customisation would mean client performance would improve• Looked into managing client expectations where these had been incorrectly set either over time or in the implementation process

Auckland, New Zealand

• I provided successful resolution of help desk support issues involving Workbench software, or third party software that complements Workbench (Xtracta, Xero, MYOB, Sharperlight, Upvise), in a timely manner. This involved connecting to client instances and performing bug-replicating procedures, or actioning client feedback with the development team.• Trained new staff contributing with assistance with learning of Workbench or ticket admin processes. This involved training sessions for software products, or help with tickets on an individual basis. In all cases the methodology and solution was explained in full, relating to the system as a whole and the client’s misunderstandings that had caused the related issues• Learned Sharperlight BI software and how to navigate through tables to create both simple column-based reports or more complex union queries or reports that involve graphs or custom page design, as well as adding buttons to SL reports.• Familiarised myself with the front-end interfaces of MYOB and Xero as well as the data that is synchronised from Workbench and how data is batched in order to be sent across. Investigated common reasons for failures and processes to remedy these.• Learned Upvise and the make-up of our standard JavaScript forms and setup for these. Investigated common synchronisation issues with Upvise and how transactions are imported to or from Workbench• Learned SQL and used Excel and the back-end Workbench database interface to edit data from Workbench and update bulk amounts of data. Ran custom scripts and temporary modifications to standard scripts to ensure that clients received fixes imminently. Standalone scripts mostly using SELECT or UPDATE queries.• Exposure to SQL Server Management Studio 2014, 2016, 2019. Ran queries from stored procedures on a server to cross-check results, as well as using SQL Profilers to see which queries were called by front-end actions.

Auckland, New Zealand

Provide customer-centred service and handle customer complaints to an outstanding degree, I have earned the NCEA Level 2 Certificate in Retail.

Auckland, New Zealand

Developed several applications as a solo developer using C# to simplify and automate business processes as a result of discussions with the client. These applications have been deployed, to positive client feedback.

Auckland, New Zealand

Designed Augmented Reality models using Blender, to be used in Unity in order to supplement a series of science educational workbooks. Scripted animations using C# and deployed the application to Android.

Auckland, New Zealand

Tutored both small classes and one-on-one sessions for NCEA Accounting, Economics and Mathematics.