Rick Lee Email & Phone Number

Adelaide, South Australia, Australia

Adelaide, South Australia, Australia

- Business Analysis & Technical Consulting

Adelaide, Australia

• Provide support and maintenance for supported applications (Internet Banking etc.)
• Liaise with 3rd party suppliers for projects and operational issues
• Creating and maintaining test plans for supported applications
• Perform testing as per the test plans for supported applications
• Assist with the management of projects for the department
• Work independently within a team environment

• Provide first point of contact IT support to all staff
• First level desktop support of technology systems within the Credit Union
• Diagnosis and troubleshooting network and application issues
• Logging and documenting calls to and from the Helpdesk and escalating when required
• Managing users and computers through Active Directory and MS Exchange
• Liaising with external service providers when required to obtain a resolution

• Leading a service desk team to deliver quality support in line with agreed service levels
• Actively contribute to problem management and resolution
• Schedule staff, monitor call volumes and assist with handling calls when necessary
• Escalate breached forecasts to the Service Desk Manager, to ensure call queues are kept to a minimum
• Ensure team members have entered times accurately to ensure the time recording system accurately reflects projects and assignments
• Request/analyse service desk and statistic reports and take action to ensure continuous improvement of the team and service desk

• Act as the first point of contact through handling calls to the Service Desk.
• Meet call handling time to ensure call logging queues are kept to a minimum
• Participate in training prior to the system launches to ensure new systems are supported effectively
• Coordinate and update the Service Desk Knowledge Base to improve first level resolution
• Deliver information/perform troubleshooting required to resolve incidents
• Log, correctly categorise and keep current all problems via the Incident Management System, to ensure the integrity of call data and problem management analysis

• Beta testing & quality control of in-house applications
• Customer desktop support and training
• PC & software installations
• Remote desktop and onsite support of software and hardware
• Develop documents and guides for customers and internal staff
• Create and maintain databases for business customers

Certificate 3 In Police Studies, Criminal Justice/Police Science

• Apply ethics to issues in policing • Apply key concepts in law and justice to policing in South Australia • Apply knowledge of.

Ccna1: Networking Basics, Information Technology

• Basic IT principles • Network fundamentals • Implementing networks and infrastructure • Maintaining network performance

Cisco Essentials Program, Information Technology

• Basic IT principles • Network fundamentals • Computer assembly and troubleshooting • Multimedia software