George Karkanis Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

• Accept, record, and prioritise business application support requests received from users, via phone, walk up or email, into the ticketing system.• Action business application support requests on a level 1 basis and escalate to higher level support resources as needed.• Manage escalated support requests, through liaison and communication with the assigned higher level support contact, be they internal to Middy’s or external third parties. (Pronto Support)• Accept and record service requests received from users, pertaining to ERP or business application operations, via phone, walk up or email, into the ticketing system.• Action service requests approved and prioritised by the business, under the direction of the ERP Manager.• Maintain the request ticketing system for ERP and business application tickets.• Provide application support solutions at Support Level 1 to the user base.• Adhere to support KPI’s to be provided, as set by the business and under the direction of the ERP Manager.• Develop and maintain training content on an “as needed” basis.• Add, remove, or suspend users from the Pronto ERP system as directed by the ERP Manager.• Participate in programs of change on the Pronto ERP system.• Participate in testing of application changes, enhancements, and changes to function flags, in the Pronto ERP system, as directed by the ERP Manager.• Keep up to date on Pronto lifecycle changes and participate in training as required.

Mulgrave

• Troubleshoot, test and coordinate to resolve tickets that were raise by the business units.• Manage a workload of support incidents via an Incident Management System.• Provide timely updates to the customer and to management, when necessary.• Trained new staff via shadowing and hands on experience.• Produce end -user how-to documentation.• Proactively monitor application performance and uptime.• Worked successfully in stressful environment.• Product Tester - for changes made to software.• Release tester – make sure changes made to software do not cause other issues in application.• SME for Accounts Receivable (TollWorks module).• Make sure weekly processing of debtors occurs with no issues.

Dandenong

• Troubleshoot, test and coordinate to resolve tickets that were raise by the business units.• Manage a workload of support incidents via an Incident Management System.• Provide timely updates to the customer and to management, when necessary.• Trained new staff via shadowing and hands on experience.• Produce end -user how-to documentation.• Proactively monitor application performance and uptime.• Worked successfully in stressful environment.• Product Tester - for changes made to software.• Release tester – make sure changes made to software do not cause other issues in application.• SME for Accounts Receivable (TollWorks module).• Make sure weekly processing of debtors occurs with no issues.

Dendenong

• Troubleshoot, test and coordinate to resolve tickets that were raise by the business units.• Manage a workload of support incidents via an Incident Management System.• Provide timely updates to the customer and to management, when necessary.• Produce end -user how-to documentation.• Proactively monitor application performance and uptime.• Worked successfully in stressful environment.• Product Tester - for changes made to software.• Release tester – make sure changes made to software do not cause other issues in application.

Dandenong

• Troubleshoot, test and coordinate to resolve tickets that were raise by the business units.• Manage a workload of support incidents via an Incident Management System.• Provide timely updates to the customer and to management, when necessary.• Produce end -user how-to documentation.• Proactively monitor application performance and uptime.• Worked successfully in stressful environment.