Patrick L. Email & Phone Number

Pakenham, Victoria

Pakenham, Australia

Provide advice, support and administer the Operational Management Systems to ensure it is maintained to guarantee all legislative compliance and process improvement obligations are met. Review and improve documentation, develop, implement and evaluate strategies and projects and analyse processes to ensure effective systems and improvement activities..

Melbourne, Australia

• Responsible to providing Technical (Level 1 & 2) Support to CPA staff – across 17 locations globally. Specific skills and duties include:Reporting
• Develop and manage a suite of integrated operational reports to measure team activities and performance (e.g. Monthly SLA reports, Telephony reports, defect reports, volume statistics).
• Analyse, evaluate and interpret performance data. Perform root cause analysis and make recommendations for process improvement, as… Show more Responsible to providing Technical (Level 1 & 2) Support to CPA staff –.
• Analyse, evaluate and interpret performance data. Perform root cause analysis and make recommendations for process improvement, as required.
• Present metrics and recommendations to senior management monthly at management meetings.Service Desk Support
• Ensure customer support requirements are fulfilled utilising the ITIL framework

Heatherton

• Helpdesk – Admin/Technical
• Deliver IT Support (Level 1 & 2) to levels that are agreed within the business
• Improve system availability by ensuring change management, maintenance support, adequate documentation and management of incidents.
• Enhance business processes to support increased user satisfaction with IT systems.
• Develop procedures and work instructions supporting IT strategy.
• Maintenance of call logging processes

• Ensure the effective delivery of IT services to Deloitte internal customers.
• Answer, log and escalate all calls, as required, within designated customer SLA’s, ensuring all KPI’s are met.
• Use remote assistance tools to view end user issues, and repair or escalate issues as required.
• Manage list of outstanding calls/requests, ensuring that jobs are prioritised and attended to in a timely and effective manner.
• Lead team of 4 through a variety of projects, conducting regular… Show more
• Lead team of 4 through a variety of projects, conducting regular team meetings and regular 1 on 1 meetings with team members.

• Ensure the effective delivery of IT services to TRUenergy internal customers.
• Answer, log and escalate all calls, as required, within designated customer SLA’s, ensuring all KPI’s are met.
• Use remote assistance tools to view end user issues, and repair or escalate issues as required.
• Manage list of outstanding calls/requests, ensuring that jobs are prioritised and attended to in a timely and effective manner.
• Perform 1st and 2nd level support, software installation and… Show more
• Perform 1st and 2nd level support, software installation and troubleshooting while on Service Desk duty.

• Ensure the effective delivery of IT services to HP valued customers.
• Answer, log and escalate all calls, as required, within designated customer SLA’s, ensuring all KPI’s are met.
• Use remote assistance tools to view end user issues, and repair or escalate issues as required.
• Manage list of outstanding cases across all supported customers, ensuring that jobs are prioritised and attended to in a timely and effective manner.
• Perform 1st and 2nd level desktop support… Show more
• Perform 1st and 2nd level desktop support, software installation and troubleshooting.

• Sensis Direct Access account/software creation, ensuring customers can access the system in a timely and accurate manner.
• Macromatch order fulfilment and account creation, ensuring business SLA’s upheld.
• Perform customer care duties for business customers and prospective external customers.
• SIEBEL Administration ensuring all report creation & maintenance, data quality and integrity, system upgrades enhancements and backups, as well as team support.
• Assist in specialised… Show more
• Assist in specialised projects as required, ensuring adherence to Sensis Customer Charter and EOS principles.

Parkville

- Property & Buildings, Technology Services Department• Ensure the effective delivery of IT services to the Property & Buildings department.• Manage IP address usage and other network services such as VPN and SSH.• Install, develop, manage, report on, maintain and troubleshoot the departments' networks and servers to ensure their secure, effective and.

Parkville

- The Department Of Pathology, Faculty of Medicine• Perform general network administration, database enhancements and troubleshooting, as well as PC upgrades - software and hardware, general systems administration, desktop support, network connections and installations.• Ensure the effective delivery of IT services and support to users within the.

• Delivered telephone support to in-house users, and performed site visits to resolve any outstanding issues.• Identified causes of software failures and worked towards resolving them by troubleshooting and fixing code.• Provided technical support to other members of the project team.• Managed a small team of programmers in managing one of Spotless'.

Australia

• Performed technical problem solving and troubleshooting, as well as conducting unit testing.• Created technical and user documentation for new/modified program code.• Provided technical support to other members of the project team.• Delivered frontline telephone support to staff at client sites.• Performed regular site visits to resolve outstanding.

• Delivered customer support as required via telephone or in person.• Performed internal audits to ensure that software development standards were upheld.• Analysed user requirements, designed, coded and implemented a system to streamline data input from multiple sources into a single database.

• Solved technical problems arising from existing software applications.• Delivered customer support as required via telephone and modem.• Managed and supported a team of support staff, and assisted them where necessary to rectify technical problems experienced by customers.• Developed bug-fixes to existing code, while assisting programmers to test and.

• Completed Small Business Traineeship.• Maintained, configured and repaired client hardware.• Upgraded client software via modem and during site visits.• Delivered and collected computer hardware and software.• Delivered frontline telephone support to staff at client sites.• Developed, tested, documented and implemented new code for a variety of customers.

Bachelor Degree, Business (Computing)

Associate Diploma, Applied Science (Computing)

Victorian Certificate Of Education

Hsc/Vce

Education record