Frontier Networks is a telecommunications provider for the aged care sector. This role entailed supporting and provisioning Internet services and health monitoring services for the Aged Care sector.• Configured hardware including but not limited to modems, and health monitoring equipment.• Provisioned VoIP services in the Broadsoft platform (AAPT)• Provisioned DSLAM ports and Radius services using UNIX.• Provisioned Medilink health monitoring equipment using SMARTLINK software.• Fielded customer calls with service faults and queries.• Utilized Zendesk help desk software to log, track and monitor support tickets.• Utilized Emersion billing software for accounts queries.• Performed on-call work 6 days a week.• Supported VDSL, and NBN Backhaul services• Supported Health Monitoring Services, Smoke Alarms, and private CPE including PC’s, Laptops, smart phones, Tablets and printers.

This role entails provisioning CIP DSL, CIP Ethernet, CIP Frame, MWAN and NBN services.• Raised orders for CIP ADSL, Ethernet, Frame, MDN, MWAN, and NBN services.• Fielded calls from internal and external customers with order enquiries.• Raised BAU orders when required• Worked closely with various Project Managers while working on a major project.• Improved provisioning efficiencies by creating macros in Macro Scheduler.• Utilised internal systems such as RASS, Tempo, Flexcab and Maxim just to name a few.• Retargeted orders when required.• Volunteered as a Fire Warden to involve myself more with Telstra values.

Itrinity is a small telecommunications company located in Brisbane. The Customer Service/Technical Support role entailed providing exceptional customer service and billing support for their products and services. The role also entailed providing technical support for their DSL and IP PBX products. • Fielded calls from customers and worked towards resolving their queries and service faults. • Provided billing support to customers.• Provisioned services for customers. • Wrote a 30 page DSL process document to improve internal processes.• Responded to customer emails in a timely fashion.• Provided Dealers with customer service and technical support.• Liaised with vendors and carriers to log service faults, and regularly updated customers.• Handled customer complaints effectively.• Performed regular on-call work.

Singtel Optus is the second largest telecommunications company in Australia. I performed various roles throughout my 14 year tenure including Customer Service, Service Desk, and Service Management.• 2 years performing customer service and technical support at Optusnet.• 1 year performing engineering support at Optusnet.• 8 years performing fault management on the Optus Service Desk (busy call centre).• 3 years performing fault investigation in the Optus Service Management team.• Fielded inbound and outbound calls from customers and worked toward resolving their faults.• Utilised the IFMS (Integrated Fault Management System) tool for fault management.• Performed 24/7 shift work.• Responded to network events with priority.• Performed routine network maintenance.• Managed high impact faults caused by major network outages efficiently.• Escalated complex faults when required.• Handled customer complaints effectively.• Responded to customer emails in a timely fashion.• Prioritised faults based on customer impact and customer tier.• Pro-actively monitored, and liaised with external carriers to ensure SLA’s were consistently met.• Liaised closely with other teams and internal stake holders, including engineers and managers. • Improved MTTR efficiency across multiple teams by writing NTU documentation. • Wrote fault incident reports for customers and internal stake holders.• Communicated network faults to internal and external stake holders.• Liaised with external carriers for fault updates, and regularly updated customers.• Wrote internal documentation to improve the team knowledge and internal processes.• Became a product specialist for the IP Centrex VoIP product, and set up the dedicated Help Desk.• Motivated 3 team members to join the IP Centrex Help Desk.• Trained 50+ Service Desk staff on the IP Centrex product as well as other ad-hoc coaching.

Fast Access Network was an Internet Service Provider located on the Gold Coast which had a small but dedicated clientele. This role consisted of customer service and technical support duties which included telephone, email, and face to face support.• Fielded calls from customers with Internet faults and enquiries.• Handled walk in customers with enquiries and configuration issues.• Handled customer complaints effectively.• Supervised another team member.• Responded to customer emails in a timely fashion.• Performed on-site configuration at the customer premises when required.• Voluntarily held after hours training sessions for customers at the office.• Wrote material for the customer support website.• Improved the customer experience by organizing, and hosting two successful value added events. • Performed ad hoc changes to customer services on request.• Performed routine network maintenance to ensure the network ran efficiently.

Data #3 is an ASX listed computer company located in Brisbane. This role entailed performing inventory control duties such as ordering and maintaining spare parts stock for the workshop.• Provided customer service to internal workshop technicians requiring PC spare parts.• Liaised with vendors to organize warranty repairs. • Processed spare parts orders.

Hutchison Telecoms is one of the top tier telecommunications companies in Australia, and is a wholly owned subsidiary of Hutchison Whampoa. The Australian operations employed approximately 500+ staff nationally. I performed various Customer Service, Stock Control, and Help Desk roles throughout my 10 year tenure.• 3 years performing Radio Pager repairs and customer service in the Paging Workshop.• 3 years managing the internal Help Desk. This was a head office role.• 4 years performing inventory control of radio pagers and cellular phones.• Serviced walk in customers with radio pager faults.• Performed radio pager repairs while the customer waited.• Performed on-site radio pager repairs at customer premises when required.• Performed data entry while performing pager repairs, and stock control duties.• Prioritised faults and repairs in an often busy and time critical environment.• Voluntarily educated myself on the paging network, and voluntarily went on-call for network issues.• Promoted to the Help Desk in 1992 following a major network fault which I had helped resolve. • Supervised another team member on the Help Desk.• Fielded calls from internal staff and management reporting network issues.• Fielded external calls with technical issues relating to the in-house Message Direct software.• Performed 1st level fault investigations of the paging network.• Provided weekly and monthly reports of system outages, and fault trends to management.• Performed regular network maintenance on the production network using UNIX.• Escalated complex faults to the MIS engineers when required.• Handled customer complaints effectively.