Mark Shields Email & Phone Number

Auckland, New Zealand

Key ResponsibilitiesProviding level 1-3 support on multiple internally built software products used by all clinics.Maintaining, testing and upgrading these internally built Odoo software products.Creating software documentation, knowledge articles, newsletter articles, and release notes.Creating JIRA’s for bugs and product enhancements for the regular releases.AchievementsWorked on a project to archive 100s of user accounts to make more Odoo licences available.Created Help Desk and CRM documentation.Worked on a project to configure the CRM setup for each clinic.Reworded multiple text messages to be under 160 characters, then added them to PROD.

Auckland, New Zealand

Key ResponsibilitiesI raise on the customer’s behalf and work on existing support cases via the CRM SaleForce to resolve customer issues.Working as a Workday Report Writer to help build reports for customers and fix reports with errors.I liaise and work directly with other departments if the report has an issue outside of the report using that team’s functionality.Help customers maintain their reports within the Workday product and help them fix and build Calculated Fields. Spend time working directly with customers’ cases until the final resolution.I work diligently on clearing the backlog of older cases.Creating and maintaining knowledge-based articlesI work with other teams, developers and account and product managers to resolve issues.I create JIRAS and work directly with the product teams to diagnose and resolve critical issues.Completed training in the internal Workday modules Workday training in HCM Services, Report Writer, Calculated Fields, Configurable Security, Business Process Fundamentals, Advanced Reporting and AnalyticsAchievements I achieved a 4.79 customer survey score, higher than the company target of 4.6.I also achieved an 80% or higher working from the office percentage, of which 50% is the target.I was selected to be a knowledge base champion as I previously worked in this role at VISA. I was part of the company's winter touch team that won the corporate touch competition.

Auckland, New Zealand

Key ResponsibilitiesSupport mobile devices and apps of each of our products on both ISO and Android.Support Fraedom and partner products by providing level 1-3 support dependent on the products and partner's support structure. Look after access management for our internal staff and partner implementers providing and making the final decision if they should be allowed access to sensitive areas of the system. As well as creating and removing new employee accounts within Fraedom’s suite of products. Also, the modification of these accounts. I take care of complex system changes within the product that are not chargeable or require a specific specialist team to perform.Work with internal teams and staff to resolve support requests.Managing the release process (product updates five times a year), chairing the release meetings, and prioritising what is discussed and what should be fixed in these meetings. Sending reports to the entire organisation on the statistics of the release.I Send out the critical comms to the required customers for each partner when we have a major incident.I am asked for advice on critical issues and added to calls to provide input on these escalations or incidents and projects.Achievements In 2022 I was awarded by VISA an above and beyond gold award in recognition for “We Excel with Partners.” In 2018 I was on the team that won Fraedom Concept.In 2016 I won the HRG interchange program where I was sent to Canada and spent one month working in the Montreal and Ottawa offices.Became ITIL CertifiedI received feedback from a significant partner on the service I provided.Scored highly in customer surveys and specific customers ask for me by name based on previous excellent service provided.I have won competitions based on the positive customer feedback received in a month and won several team-based employee of the month awards.Received internal feedback from our sales team through the VISA recognition initiative.

Auckland

Key ResponsibilitiesTravelled around New Zealand as the single point of contact for support for Unattended EFTPOS in the company, where I supported 85% of all unattended EFPOS in New Zealand.Went onsite to both Wellington/Auckland Airports and upgraded all their unattended parking machines to be PCI compliant and future proof.Ended up being the single point of contact for Apple stores globally and they would call my personal mobile 24/7 and I would try and help the best I could.Installed EFTPOS machines in stores around Auckland, I also went to site to fix them if we could not fix the issue remotely. Also supported and setup E-Commerce on customers websites.Loaded the firmware and BIOS onto EFPOS pin pads and tested them after they were loaded with software before being shipped to the customer. Proved 24/7 support on an afterhours rotation.Worked on huge IP migration and the decommissioning of several old servers and IP addresses.Took escalations from level one support staff. The role involved calling customers any time night or day, whether I was on call or not.Worked on a project to replace all EFPOS equipment across New Zealand to be PCI compliant. Achievements In 2011 I proactively wrote the DPS Employee Handbook in my own time and presented it to the company and it was then implemented and used by the organisation. Proactively worked on creating and implementing a service academy to train their staff on internal products.Worked on the project that made Auckland Airport the first site in NZ to be 100% PCI compliant on all platforms EFTPOS, Unattended, as well as their website.I won the 2012 on call award for being the most proactive and most available during a 6-month period of on call work.I was promoted 3 times and worked in 4 different roles in 2 years.Took part in and successfully won a company-wide competition during this period. The team I was in won the 2011 Innovators winning team.I won the March 2011 Employee of The Month.

North Shore Auckland

Lexel is one of the largest privately-owned providers of ICT services and solutions in New Zealand.Key Responsibilities• Supported business IT solutions, hardware, software.• Support retail stores, hardware, software, and retail software.• Support was provided over the phone or via connecting remotely to resolve the issue.• On call support was provided and 1 technician would support remotely via mobile phone over the weekend.• If the issue could not be resolved over the phone, then an engineer would be sent to site.• I was able to go on site visits with engineers to resolved issues in person. • Provide technical expertise and mentoring to team members as appropriate.• Perform problem management and ensure knowledge base is maintained.• Provide network support.• Support printers and retail receipt printers.Achievements • Consistently met or exceeded SLA requirements.• Received high scores in customer satisfaction surveys.

North Shore Auckland

Siemens is a technology company focused on industry, infrastructure, transport, and healthcare.Key Responsibilities• Products supported include digital and VOIP phone systems as well as mobile phones. • Back up of all data on each server at the start of each day. • Checking servers for errors and logging this each morning and turning off alarms.• Creation of new user accounts, control of building access cards, system builds and re-builds, joining systems to the domain. • Password resets and unlocking accounts. • Resolution of hardware and software issues. • Format and decommission of several servers.• Took on the I.T. manager responsibilities when they were out of the office.• Building and maintaining of notebooks and desktops.• Building and maintaining Dell Servers.• Unlocking, creating, and maintaining Active Directory accounts, sending software updates through Active Directory • Fixing any problems that arose though the day• Resolving Citrix issues with Management Console.• Control and printing of building access cards.• RSA tokens, Wireless and VPN was also supported and configured for users.• Performing of ESN switches and reprogramming of mobiles phones for users.• Desk phones and phone systems both digital and VOIP, reprogramming changing IP Address’s.• Logging of paperwork for assigning and returning of hardware/software and charging through correct cost center.• Mapping network drives, making offline files available, mapping network drives and joining systems to the domain.• Disposal of users HDD when they leave the company.• Setting up and Supporting Outlook Accounts and Lotus Notes Accounts.• Problems with printers, scanners, and faxes onsite and remotely.Achievements • I was able to manage the I.T. department on my own when the manager was away.

Melbourne

State Trustees Limited operates as a consultancy services firm. The Company offers will writing, deceased estate administration, attorney, trustee, and genealogical services.Key Responsibilities• My responsibilities with State Trustees Ltd were predominantly setting up and deployment and replacement of over 650 systems. • The roll out took place over three different sites in Melbourne city business district.• Counting and recording of all the serial numbers of the old systems.• Liaising with the recycling company that bought the old IBM systems.• Calling the refuge collection company to arrange pick-up of the rubbish• Building and deployment of Dell 24” Monitors.• Deployment of newly built Dell systems and mice and keyboards.• Advising users when to log off and what to before and after the log off.• Backing Up of user’s data on the old IBM system.• Removing of old IBM system.• Building of new Dell Systems.• Restoring of user data.• Leaving the bins out for the refuge collection company.• Installation of standalone printer drivers.• Also, in boardrooms and training rooms systems required to be hooked up to projectors. • Manual backups or restores were required if the automatic backup or restore failed.

Melbourne, Australia

Role:Level 1 and 2 support role involving diagnosing and solving hardware and software issues. All essential banking software is stored on huge server farm and is used through the use of a program called App Central. The user logs in and all their required software is stored on their Citrix profile. This can be access via the network or through an RSA Token when the user is off site.Key Responsibilities• Diagnosing and troubleshooting of hardware/software faults to resolution, then if parts were required logging a call to desktop for the parts to be ordered. Or instructing them to perform a rebuild if necessary• Responsible for directing and the logging users on and off Citrix sessions. Also maintaining and granting access and fixing the Citrix client if users were unable to log on.• Reinstalling, updating, and installing software remotely.• Renaming and creation of new user profiles (On Citrix servers as well as Microsoft Exchange)• Logging of high severity issues that could affect the running of the bank or bank systems or cause massive financial loss. During this process all senior management were to be kept up to date via emails and text messages.• Creating and maintaining RSA token accounts as well as configuring and resetting of the tokens. Also granting access of 3rd party users tokens that were held on site.• One member of the team is on call over the weekend and controls and takes ownership of all issues that arise.• Also, the logging of calls to other departments responsible for bank tasks and that own certain programs.• Controlling user traffic on a program called Hi-Port that was used in the dealing rooms• Wireless and VPN was also supported.Achievements • Consistently met or exceeded SLA requirements.• Received high scores in customer satisfaction surveys.

Melbourne, Australia

South East Water is a government owned utility charged with responsibility to deliver essential water and sewerage services to the people of Melbourne’s southeastKey Responsibilities• I helped support over 600 users over two sites, as well as offsite users, plants, and other manned and unmanned sites.• Supporting desktops, laptops, and printers.• Role was split between phone support and providing users training at employees’ desks.• Building new systems and supporting user profiles on active directory.• Dealing with the logging and assigning and completing of helpdesk calls.• Dealing with 3rd party engineers to come and fix printers, fax machines and photo copiers that needed components replaced and helpdesk were unable to fix.• Unlocking, creating, and maintaining Active Directory accounts.• Wide ranging issues from replacing a mouse to a non-bootable issue could be involved in the day-to-day tasks and issues that arose.• Hardware and Software fixes.• Rebuilding of systems.Products Supported:HP Desktops/NotebooksCannon/Toshiba All in One PrintersDKHelpDesk (Call logging Software)Goverlan (Remote Access Tool)Active DirectoryMicrosoft OfficeOutlook, IE and all other Microsoft Products ExchangeOutlook, IE and all other Microsoft ProductsMicrosoft SuiteAdobe Suit

Mildura (Country Victoria, Australia)

Juicy Grape Backpackers is a hostel is Australia that helps backpackers to obtain a second year’s visa through farm work by helping out in rural Australia.Key Responsibilities• I spent most of the time working for Peter Cua and his son Frank in the collection of boxes of picked grapes and general farm work around their vineyard.• Picking grapes.• Picking Melons• Removing rain covers from grape vines.• Adding rain covers to grape vines.• Packing and packing grapes for transport.• Counting and stocktaking grapes in the freezer.• Cleaning and tidying sheds and freezers.Achievements • I was able to obtain a visa for further year for Australia.

Melbourne, Australia

Pall Corporation is the largest manufacturer of filtration, separation, and purification products in the world. The company markets its products in four major industries: healthcare, pharmaceutical, fluid processing, and aerospace.Key Responsibilities• I supported 185 users in Australia and New Zealand. • Checking servers for errors and logging this each morning.• Control and printing of building access cards.• Migration of all users from Windows Server 2000 to Windows Server 2003.• Phone replacement and upgrade project for all phones in the office. From analogue to digital.• Also shipping and receiving systems, phones, servers etc though the warehouse.• A lot of support was performed onsite. Users were either based in Melbourne office and off-site users would visit the site for support.• Supported users onsite, over the phone or via remote access using Landesk.• Building and maintaining IBM ThinkPad’s and ThinkCentres• Building and maintaining Dell Servers.• Daily back-ups of all data from the servers to back up tapes.• Disaster recovery when the site went offline. (I had the bring the entire office back online after a mini tornado knocked out all the power)• Took on the I.T. manager responsibilities when they were out of the office.Achievements • I was able to manage the I.T. department on my own when the manager was away.• I was able to bring the office back online with full resources after a loss of power. Products Supported:ThinkPads (T40, T42, T60, T61 – Plus older models)ThinkCentre (M55, M51, M41, - Plus older models)Dell ServersSharp Printers LanDesk (Remote Tool)Lotus NotesActive DirectoryMicrosoft OfficeOutlook, IE and all other Microsoft Products ExchangeOutlook, IE and all other Microsoft ProductsMicrosoft SuiteAdobe Suit

Glasgow, United Kingdom

Dell is a world leader in the manufacturing of computer hardware. Key Responsibilities• I worked as both level 1 and as level 2 back-up, within my two years with Dell I supported 100,000s of users worldwide in various countries (UK, Ireland, Greece, South Africa, Gibraltar, plus out of hours support for all other countries).• Supported all Dell hardware Products.• Talked users through software fixes, over the phone as well as connecting remotely.• As well as hardware by advising how to strip the system down to find the fault then put it back together again (we had a lab with access to every piece of Dell equipment and we would take out each part in real time with the customer over the phone and advised them how to remove each screw or component safely).Achievements • At my time at Dell, I had a very low RDR rate which was the percentage of parts/money used to fix each issue.• I also achieved a high VOC (Voice of the Customer) customer satisfaction score of the service I provided customers. • Become Microsoft certified with the MCDST certification.• Became Dell certified in all Dell hardware as of 2005-2007.• Fix some very complicated issues including a heat issue for a desktop computer that was situated in the smelting room of an oil refinery. • Fixed Robert Wiseman’s laptop, one of the richest men in Scotland and head of the Robert Wiseman dairy company. Products Supported:Full Dell product line InspironLatitude Optiplex DimensionPrecisionPrintersScannersRoutersAll other Dell productsXP, Vista and most other softwareOutlook, IE and all other Microsoft Products

Cumbernauld, Glasgow

Role: Investigated and analyzed the risk of fraud on Morgan Stanley accounts.Performed random security checks and deal with day-to-day fraud issues, to reduce the overall risk of fraud to the company. The role involves both outbound security checks, within 24 hours of transactions being completed. The inbound part of the role involves taking calls from cardholders to complete these security checks if not available on the outbound call. Also day-to-day contact with authorization centres to check transactions daily in case fraud is occurring on any accounts. Through our system and my departments actions Morgan Stanley are the second highest credit card in the UK for detecting fraud and protecting their credit card accounts against fraud.

Glasgow, United Kingdom

Role:I was involved in outbound selling of mobile phones on behalf of O2 to sell handsets and O2 tariffs. The targets for this position were at least sixty sales per month, which included a daily target of three sales. I achieved these targets each month and was rewarded with a monthly cash bonus on top of my monthly salary.

Glasgow, United Kingdom

Role: I was involved in a project based in the Falkirk branch of the child support agency, to install over 1,000 PCs and other hardware devices. I was involved in whole process from building to installing and being called back for any fixes that the systems required. I was also involved in installing printers, scanners and any other peripheral devices that were required. Main areas of responsibility were:Building and deployment of Compaq Monitors.Deployment of newly built Compaq systems and mice and keyboards.Advising users when to log off and what to before and after the log offRemoving of old IBM systemBuilding of new Compaq SystemsPatching and building system to new domainInstallation of printers, scanner and other peripheralsFixing issues that arose on the floor

Diploma Of Education, Diploma In Mystery/Thriller Writing (Merit), Merit

Itil Foundation Certificate, Itil, 72.5%

Aca, Mac Integration Osx 10.7, Pass 89%

Apple ID APPL92487

Dcse In Portables And Desktops, All Dell Products And Peripherals, Pass

Mcdst, Desktop Support, Score 836

MCP ID 3425374

Diploma Of Higher Education (Applications Development), Computer Science, 8.88 Gpa

Activities and Societies: Represented the University Football (Soccer) TeamYear One Information Technology Programming Concepts 1.