Fred Harman Email & Phone Number

Australia

System administration and configuration of RSM's Enterprise Content Management (ECM) system (iManage Work). Information management. User Acceptance Testing. Fault reporting. End-user support. Training delivery. Documentation up-keep. Continuous Improvement. Stakeholder management.

Fiona Stanley Hospital

Systems administration and configuration of FSH ECM system. Information management, UAT, fault reporting, continuous improvement, stakeholder consultation.

Fiona Stanley Hospital Project

Document management system development and maintenance. Information categorisation and meta-tagging. Information management policy and procedure development. Operational and pre-operational documentation editing and preparation. Internal document review process support. Submission of documentation to the State within contractual deadlines. Supporting staff with documentation and technical writing duties.

Perth, Australia

Compiled technical and non-technical training materials and documentation including workbooks, learning programs, session plans and other reference material. Developed and maintained training intranet website (SharePoint).Supported training team with documentation projects.Undertook document control and version control duties for training team documentation.Supported all aspects of the mobile train simulator unit and developed training scenarios for trainees.

Handled incoming support calls. Performed 1st and 2nd level onsite helpdesk for clients such as the WACA, Austal Ships and Sadleirs Logistics. Configured and maintained client software and hardware systems onsite and remotely. Managed call-outs and rostering for other support engineers. Created and maintained corporate and client technical documentation.

Created corporate information security policies in-line with regulatory requirements. Performed periodic PCI-DSS internal audits. Participated in organization and administration of company-wide security awareness campaigns. Assisted staff with daily operational information security issues and writing projects.

Delivered training presentations on a variety of company topics.Assisted with creation and compilation of BoB™ (ADSL modem) user documentation. Prepared and edited training documentation for the Training team.

Managed customer self-service website functionality, UI and UAT.Documented and prepared requirements for various projects.Promoted use of an internal staff wiki and performed all administrative and maintenance tasks as well as contributing content.

Inbound and outbound call centre – sales, provisioning, and technical support. Checked customer telephony and related infrastructure for DSL compatibility. Managed DSL orders with wholesale providers.Performed general customer service and complaint management.

Inbound call centre. Performed troubleshooting of customer telephony faults. Performed complaints handling/ Diagnosed customer line and network faults. Assigned faults to field technicians/in-house testers or other workforce as necessary.

Inbound call centre. Handled incoming DA calls. 1st/2nd level helpdesk. Configured and maintained Telstra operator workstations. Performed local/national call centre fault reporting.Performed Stellar corporate network and hardware maintenance.