Lynis Qualtrough Email & Phone Number

Gold Coast, Queensland

• The City of Gold Coast is the local city council spanning the Gold Coast, Queensland and surrounding areas. It is the second largest local government area in Australia. It has over 4,500 employees across various.
• Maintaining software asset data including licenses, ownership and version control in Council’s Service Management tool.
• Liaising with software vendors and resellers.
• Providing technical advice and training to employees on all aspects of software asset management including the translation of licences and support agreements into common language.
• Participating in the complete lifecycle process for software (request, approval, acquisition, licences, deployment, maintenance and support, upgrades and decommissioning).
• Contributing to the renewal process of support and maintenance agreements.

Gold Coast, Queensland

• Please note that my positions within the IT Help Desk have been consistent throughout my time with the Council. I have been seconded to various other projects along the way.
• Listened to, refined and resolved computer questions or problems experienced by internal staff.
• Led the IT Help Desk Officers ensuring appropriate staff were rostered and met expected demand and service issues were interpreted and resolved.
• Liaised with internal and external stakeholders such as software and hardware vendors and resellers.
• Represented the IT Help Desk area in regular meetings with management and the Change Advisory Board. Appointed Chair of the IT Help Desk team meetings.
• Reviewed and analysed reports, queues and performance to ensure targets and objectives were met and exceeded including Service Level Agreements.

Gold Coast, Queensland

• Received a recognition award for the high standard of work performed. A first-time record was achieved with 100% positive feedback and no complaints.
• Undertook general financial administration including raising purchase orders and assigning expenditure, journaling, and reconciling invoices to purchase orders.
• Delivered various smaller projects relating to project accommodation arrangements, computer hardware, systems access, deployment of specific software requirements, ICT ancillary resources such as data projectors and.
• Prepared general correspondence, reports, agendas and minutes for the program steering committees and general meetings. Provided secretariat support.
• Liaised with other internal departments.
• Provided telephone support, diary management, arranged meetings, workshops, appointments, and room/vehicle bookings.

Gold Coast, Queensland

• I was asked to assist with a special project to update all of IT’s processes and documentation for their knowledge articles.
• Assisted to design, implement and manage an effective and integrated customer-facing service catalogue and knowledge management system.
• Defined, implemented and monitored continuous improvement items that increased the accessibility and standard of the services provided to customers.
• Promoted knowledge-sharing throughout the branch and with service partners.
• Designed and managed an effective Performance Measurement Framework for customer portal, service catalogue and knowledge management scope, including monitoring and evaluating systems, indicators and baseline.
• Briefed management and employees on new initiatives and improvement opportunities.

Certificate In Information Technology

Certificate Iv In Training And Assessment

Diploma Of Event Management