I have progressed to a more senior role within the company as part of the Leadership team, where, in addition to my previous duties, I am now also involved with steering the direction of our course delivery, timetabling courses, providing direction and mentoring junior members of the team along with ensuring the work our team does meets or exceeds externally-set quality control goals, taking lead on a course, along with developing brand new courses for delivery at a higher educational level.

Since starting with JBC Skills, I have helped deliver an intensive 6-week course (in the classroom and more recently delivered remotely via the internet) to well over 200 students, enabling them to gain two City & Guild IT L2 qualifications, eventually progressing in the position to updating and writing course materials that other tutors now deliver to our students. Aside from the technical aspects of this teaching role, I have also helped students improve their employability skills, such as… Show more Since starting with JBC Skills, I have helped deliver an intensive 6-week course (in the classroom and more recently delivered remotely via the internet) to well over 200 students, enabling them to gain two City & Guild IT L2 qualifications, eventually progressing in the position to updating and writing course materials that other tutors now deliver to our students. Aside from the technical aspects of this teaching role, I have also helped students improve their employability skills, such as writing CVs, cover letters, how to perform job searches effectively and how to tackle interviews. Show less

I started as Technical Support Technician for Netspace Online Systems helpdesk, where I was providing ADSL, dialup and VoIP support, I progressed into basically the same role with iiNet when they brought out Netspace and then moved on after a few months into a service delivery role where I resolved xDSL faults that couldn’t be dealt with via our helpdesk by liaising with our Telecommunication Wholesale providers in order to restore those faulty services for around 6 months, after that I moved… Show more I started as Technical Support Technician for Netspace Online Systems helpdesk, where I was providing ADSL, dialup and VoIP support, I progressed into basically the same role with iiNet when they brought out Netspace and then moved on after a few months into a service delivery role where I resolved xDSL faults that couldn’t be dealt with via our helpdesk by liaising with our Telecommunication Wholesale providers in order to restore those faulty services for around 6 months, after that I moved into Customer Service role dealing with customer’s billing queries for a couple of years before moving into a new role for 9 months as a Case Officer dealing with L1 & L2 complaints lodged by our customers to the Australian Telecommunications Ombudsman, and finally for the last year and a half I moved into the Special Projects Team as a Case Manager, and dealt with internal and also social media complaints that could not be dealt with by front-of-house support, supervisors, managers, senior managers, along with any special projects that the iiNet executive board might request and also analysis of complaints to find common issues, propose business cases for process and business improvements. Show less

Wolfshead Solutions was an internet start-up company website that provided quality vBulletin forum products and services (vBulletin is a forum based product that uses a combination of XHTML, CSS, PHP & MySQL).This was a part-time enterprise that I conducted in my spare time.

Working for a web development company that designs, develops and hosts web sites and e-commerce solutions for the Australian SME sector, gave me the opportunity to perform the following duties:Conducting final tests on websites and online stores to ensure they function as specified by the client, creating all relevant client documentation, make final name server changes and any other PHP configuration changes needed before handing the completed website or online store over to the… Show more Working for a web development company that designs, develops and hosts web sites and e-commerce solutions for the Australian SME sector, gave me the opportunity to perform the following duties:Conducting final tests on websites and online stores to ensure they function as specified by the client, creating all relevant client documentation, make final name server changes and any other PHP configuration changes needed before handing the completed website or online store over to the client.Following which I would call the clients to walk them through how to use their new website/store and for any other support issues they were experiencing.I was responsible for registering, renewing and managing domains, SSL certificates and managing name servers of existing domains. I would create new website hosting accounts and email addresses for new clients, and make changes to existing accounts (such as adding new email accounts, change domain names and alter DNS records). Show less

My duties included providing support for ADSL, dialup hardware and software on the following operating system platforms: Windows 98/Me/NT/2000/XP/Vista/7 & MacOSX. I also provided VOIP support.In addition to my support duties, I mentored new starters, provided some Level 2 Helpdesk support and periodically performed floor-walking duties to cover for Team Managers.

The Smart Shop was a chain of university campuses based IT stores that specialised in providing computer and technology products to Health, Government and Education sectors. The Smart Shop has since gone into liquidation.My duties included reaching sales targets, looking after existing client accounts and generating new business. Additionally, I provided Pre-sales advice to clients for hardware and software matching and implementing in-store promotional activities, as well as… Show more The Smart Shop was a chain of university campuses based IT stores that specialised in providing computer and technology products to Health, Government and Education sectors. The Smart Shop has since gone into liquidation.My duties included reaching sales targets, looking after existing client accounts and generating new business. Additionally, I provided Pre-sales advice to clients for hardware and software matching and implementing in-store promotional activities, as well as assisting the Business Development Manager with marketing initiatives.For the owner of the business I produced a number of different reports including sales figures, profit and loss statements, stock level reports, cash flow statements, and employee timesheets. Show less

ACG Group Pty Limited provides storage, installation, testing, cleaning, and field services for a variety of electronic card payment terminals deployed at merchant locations throughout Australia. The ACG Group was acquired by the Hypercom Corporation in February 2007.My duties during this time included creating a test environment to test and deploy Microsoft Windows Server 2003 and Exchange Server 2003, along with Intelligent Messaging Filter, GFi MailEssentials and Windows Update… Show more ACG Group Pty Limited provides storage, installation, testing, cleaning, and field services for a variety of electronic card payment terminals deployed at merchant locations throughout Australia. The ACG Group was acquired by the Hypercom Corporation in February 2007.My duties during this time included creating a test environment to test and deploy Microsoft Windows Server 2003 and Exchange Server 2003, along with Intelligent Messaging Filter, GFi MailEssentials and Windows Update Services 2.0. Additionally I created a backup strategy for production servers.Other duties included performing an audit and update of all staff details and updated the Active Directory Global Address List, a domain wide security audit of users, groups and permissions.Just before the end of my contract I started development on an SOE build for standard PC. Show less

This position gave me more managerial experience whist deputising for my Line Manager, being active involvement in project & rollout kick-off meetings and being given two teams to supervise; the Image Technicians and Server Build Team.In addition to the above, I was also supplying our various corporate and governmental sales teams with cost quotes for server builds.

My duties in this senior position included technical vetting of all client orders that passed through the commissioning centre, thus ensuring hardware/software compatibility.I also added to my administration experience by helping our Technical & Image Manager to administrate the departmental Windows NT 4.0 Server, Windows Server 2000, Netware 3.12, Netware 4.x and Netware 5.x servers, this included hardware/software configuration of any new servers that were needed as the commissioning… Show more My duties in this senior position included technical vetting of all client orders that passed through the commissioning centre, thus ensuring hardware/software compatibility.I also added to my administration experience by helping our Technical & Image Manager to administrate the departmental Windows NT 4.0 Server, Windows Server 2000, Netware 3.12, Netware 4.x and Netware 5.x servers, this included hardware/software configuration of any new servers that were needed as the commissioning centre expanded. Show less

I moved over to the technical team whose mandate included creation of standard client Images (SOE & one off builds), creating/updating of technical documentation, standard operating procedures and processes for the Configuration and Server Engineers to follow. This also included creating quality assurance processes for the QA team leaders.In addition to the above duties, I also met customers to define image build, documentation and asset management processes, provided technical support… Show more I moved over to the technical team whose mandate included creation of standard client Images (SOE & one off builds), creating/updating of technical documentation, standard operating procedures and processes for the Configuration and Server Engineers to follow. This also included creating quality assurance processes for the QA team leaders.In addition to the above duties, I also met customers to define image build, documentation and asset management processes, provided technical support for the commissioning centre and provided client support via phone, email and site visits. Show less

My duties during this period included handling specialised client accounts for which the quality of work was paramount. In addition to handling orders for our more important clients, I also took on the duties of being a Quality Assurance Team Leader for several major projects.

My duties included installing hardware and software in accordance to defined procedures. The hardware and software builds became more complex and my output of orders increased as gained more confidence and experience.