Robert Heels Email & Phone Number

Australia

Melbourne, Australia

Technical Services Group Support• support calls and provide resolution of support issues• Repairs and servicing of customers equipment, including invoicing• Enter, track and maintain support database• Configure, test, and install systems into clients premises• Provide technical training and support Pre-Sales Support• Manage and plan installations projects, and prepare a statement of works• Prepare audio visual equipment and systems for demonstration purpose• Discuss and prepare schematic drawings with management, internal and external clients.• Taking ownership of Proof of Concept and delivery of test systems with accompanying documentation and procedures.Product Support• Troubleshoot, maintain and upgrade audio visual equipment, workstations, servers, software installations, firmware, asset systems, networking devices and archival systems • Escalate software bugs, operational issues and hardware failures to manufacturers, developers and suppliers whilst monitoring on an ongoing basis until situation resolved.• Follow Return Authorisation procedures both internally and externally.• Operate a 24x7 support call service on a weekly roster.• Ensure contractual compliance is adhered to and relevant software licenses are accessible to facilities and end users.• Use of (but not limited to) AVID products, Audio Visual products, Pro Tools, Adobe Creative Suite, Final Cut Pro, Best Practical Database Solutions and Microsoft Office Suite. • Installation, test and reporting as part of an active beta software program.• Supporting server assisted managed storageQualified ACSR Media Composer, Avid Workgroup, Interplay production v3.x up and AVID 5500 | 7500 | NEXIS Storage and Media Central UX products.Media Composer, Video Editing, Avid|DS, OS agnostic, Shared Storage (AVID ISIS5k, ISIS7k, NEXIS,GBLabs, TigerSAN), Local Storage, AVID Interplay Production Engine and Workgroup server support, AVID Production workflow, AVID Media Central UX and some EVS.

Meelbourne, Victoria

Responsibilities: Provide Technical phone and onsite support to end users. Educating users on applications and correcting operational issues. Inform clients of software releases and fixes for our products. Escalation of reported faults and possible bugs in software with manufacturer and vendors. Enter detailed fault descriptions, track faults and maintain a support database. Advising sales department on required components during system quotation creation. In house products demonstration to staff and clients.Provide administrative and ICT support for workstations, laptops, networking and answering ICT operational issues and requests from staff within the office. Ensure client replacement parts are returned via RA process and/or invoiced correctly. Commitment and responsibility to 24x7 weekly telephone support service. Set up, test and demonstration of various products at industry events and trade shows. Ongoing self education of the current supported product range, legacy products, new media technologies an

South Melbourne, Victoria, Australia

Responsibilities: Reporting directly to director of Digistor and Office manager. Providing high quality support of video and audio editing products. Installation and custom system configuration of Final Cut Pro Editing workstations. Managing a fleet of computer based hire systems and disk storage devices. Supporting Australian Broadcast, Post Production and Film based customers. Set up, test and demonstration of various products at SMPTE trade show. Preparing sales quotations for customers and advising on suitable configurations. Following up quotes and completing the sale. Building, configuring, testing and installing disk arrays. Regular monthly reporting on Support activities. Ongoing self education of the current supported product range and legacy products. Accomplishments: Providing onsite and telephone support for Seven Networks ͚Blue Heelers͛ television show. Product testing for Olympic Transition Devices being installed for Athens 2004 Olympic Games.

Soho And Pinewood Studios, London, England