Ruth Hefford Email & Phone Number

Level 9, 40 Mercer Street, Wellington

Provide technical support for users of Pharmac systems, undertake analysis, diagnose and provide a resolution for issues being experienced by staff. Act as a single point of contact for phone calls and emails from Pharmac system users for any issues ore requests.receive, log and manage resolution processes for incidents and service requests.Provide support including initial troubleshooting of ICT related problems, including communication with and managing user expectations regarding… Show more Provide technical support for users of Pharmac systems, undertake analysis, diagnose and provide a resolution for issues being experienced by staff. Act as a single point of contact for phone calls and emails from Pharmac system users for any issues ore requests.receive, log and manage resolution processes for incidents and service requests.Provide support including initial troubleshooting of ICT related problems, including communication with and managing user expectations regarding resolution.Escalate unresolved (at first contact) calls through to the next level support teamsMaintain a business continuity process.Provide regular and ad-hoc management reporting on performance and trend information.Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.Supply a high degree of customer service for all support queriesBasic application support for applications used within Pharmac.Maintain and update the knowledge based system used by Pharmac.User management such as creating, modifying and deleting, disabling user accounts in Active Directory, password resets. Basic exchange server administration such as creating, modifying and deleting exchange groups, memberships, aliases, mail delivery rules and permissions.Liaising with vendors for external support where required.Maintain a register for change requests, asset database and problem management and track progress.Develop and implement operational plans for own work and manage outputs and performance to ensure outcomes are met.Manage communications to the Pharmac Network for all major incidents.Provide effective communication between self, own team and colleague's in other teams across Pharmac to ensure activities are well co-ordinated so any issues with cross organisational impact are effectively resolved and managed.Health and SafetyExceptional Customer Service Show less

Simpl House, Mercer Street, Wellington

6 month contract, which was extended, setting up a service desk from scratch and operating the service desk once set up.Project managing the service desk set up.Implementing call logging system and entering all necessary information based on ITIL processes.Creating documentation, workflows, processes and procedures.Training staff in use of the new system (Manage Engine).Creating regular reports to staff, managers and the Board of Trustees.Monitoring SLA's and acting on… Show more 6 month contract, which was extended, setting up a service desk from scratch and operating the service desk once set up.Project managing the service desk set up.Implementing call logging system and entering all necessary information based on ITIL processes.Creating documentation, workflows, processes and procedures.Training staff in use of the new system (Manage Engine).Creating regular reports to staff, managers and the Board of Trustees.Monitoring SLA's and acting on any breaches in SLA's with staff involved.Coaching staff in correct processes and proceedures to maintain good customer service and SLA's.Distribution of work between the Engineers based on their current work load and experience.Initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components for requests receivEscalation of work where required.Assisted senior managers to implement processes and procedures for major incident management including creating documentation and templates to be used in the event of a major incident.Receiving, prioritising, documenting and actively resolving requests from clients in a timely manner.Communicating with clients via Telephone, Skype for Business, email or in person.Adding and maintaining solutions for requests to the solutions database for clients to view or for technicians only view. User Management (Adding, Deleting and Modifying users access in AD)Active Directory. Show less

Wellington & Wairarapa, New Zealand

Temping for Hays RecruitmentProvide support for basic incident resolution and requests via phone call or email. Initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Escalating requests beyond the scope of ability or access in… Show more Temping for Hays RecruitmentProvide support for basic incident resolution and requests via phone call or email. Initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. Collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Escalating requests beyond the scope of ability or access in a timely manner.Remote Assistance to usersTicket MaintenanceLogging tickets in response to emails received and actioning or assigning to correct department Show less

Kaiwharawhara, Wellington

• Responsible for the bookings and scheduling of any new jobs and regular jobs. Designating the work to staff with the correct and relevant information for staff to be able to perform the work required as well as updating the client database with relevant information and maintaining any changes required to the client database.• Provide excellent customer service to existing clients and new clients. Updating clients on the progress of the work being conducted from the start of the customer… Show more • Responsible for the bookings and scheduling of any new jobs and regular jobs. Designating the work to staff with the correct and relevant information for staff to be able to perform the work required as well as updating the client database with relevant information and maintaining any changes required to the client database.• Provide excellent customer service to existing clients and new clients. Updating clients on the progress of the work being conducted from the start of the customer contact through to completion. Following up with clients upon work completion to ensure the customer is satisfied.• Handling customer complaints.• Maintaining the scheduling of all jobs and changing the schedules as required and notifying staff and customers of any changes to the schedules.• Maintain office services and efficiency by organizing office operations and procedures, planning and implementing office systems.• Completing Staff contracts, managing Human Resources and staff time sheets.• Maintaining the Health and Safety Management systems for the company including updating policy and procedures. Ensuring all staff understand health and safety within the workplace and are fully compliant with all health and safety practices. Conducting health and safety investigations for any incidents that occur and following through with health and safety processes and procedures to ensure controls and processes are implemented from the findings of the investigations. Show less

Wellington

• Responsible for the provision of high quality technical support, ensuring over 80% of issues were resolved without escalation in order to minimise downtime and transaction loss across all operational systems and interfaces, in accordance with strict SLAs and ITIL processes.• Maintained strong working relationships with colleagues, stakeholders and end users during service disruptions, through the provision of regular progress reports• Managed customer expectation by ensuring full… Show more • Responsible for the provision of high quality technical support, ensuring over 80% of issues were resolved without escalation in order to minimise downtime and transaction loss across all operational systems and interfaces, in accordance with strict SLAs and ITIL processes.• Maintained strong working relationships with colleagues, stakeholders and end users during service disruptions, through the provision of regular progress reports• Managed customer expectation by ensuring full understanding of issues and requirements, and providing realistic timescales for issue resolution• Assisted in updating documentation for service desk staff and actively contributed to the operational development of NZ Service Desk• Logged and correctly assigned incidents and work requests to ensure business SLAs were consistently achieved• Working alongside incident managers to ensure service restored in a timely manner.• Health and Safety Representative, First Aider and Fire Warden. Member of the health and Safety Committee. Show less

Wellington

• Managed the processing of trade finance import and export transactions, such as letters of credit, documentary collection, international payments and receipts, cargo releases, and forward exchange contracts• Maintained knowledge and ensured adherence to the Code of Banking Practices and International Rules and Regulations governing international transactions• Implemented robust processes and procedures to minimise risk and maintain compliance, as well as implementing trade sanctions… Show more • Managed the processing of trade finance import and export transactions, such as letters of credit, documentary collection, international payments and receipts, cargo releases, and forward exchange contracts• Maintained knowledge and ensured adherence to the Code of Banking Practices and International Rules and Regulations governing international transactions• Implemented robust processes and procedures to minimise risk and maintain compliance, as well as implementing trade sanctions requirements• Ensured high levels of customer service were provided at all times and effectively managed accounts for high value transactional clients• Health and Safety Representative, First Aider and Fire Warden. Show less

Wellington

• Responsible for the provision of high quality technical support to effectively minimise downtime and transaction loss across all operational systems and interfaces, in accordance with strict SLAs by applying first and second level fixes.• Maintained strong working relationships with colleagues, stakeholders and end users during service disruptions, through the provision of regular progress reports• Managed customer expectation by ensuring full understanding of issues and requirements,… Show more • Responsible for the provision of high quality technical support to effectively minimise downtime and transaction loss across all operational systems and interfaces, in accordance with strict SLAs by applying first and second level fixes.• Maintained strong working relationships with colleagues, stakeholders and end users during service disruptions, through the provision of regular progress reports• Managed customer expectation by ensuring full understanding of issues and requirements, and providing realistic timescales for issue resolution• Assisted in updating documentation for service desk staff and actively contributed to the operational development of NZ Service Desk• Logged and correctly assigned incidents and work requests to ensure business SLAs were consistently achieved• Health and Safety Representative, First Aider and Fire Warden. Member of the health and Safety Committee. Show less

Wellington

• To ensure that customers are contacted within prescribed timeframes in a professional and courteous manner.• To achieve required customer migration and call targets. • To overcome customers barriers/reluctance to change through problem-solving methodology, seeking assistance where required.• Update own call logging and follow-up process.• Assist in other migration support areas as requested by the team leader/manager.• Aid customers with their set up process and training… Show more • To ensure that customers are contacted within prescribed timeframes in a professional and courteous manner.• To achieve required customer migration and call targets. • To overcome customers barriers/reluctance to change through problem-solving methodology, seeking assistance where required.• Update own call logging and follow-up process.• Assist in other migration support areas as requested by the team leader/manager.• Aid customers with their set up process and training of new systems including talking customer through checking and repairing their technical environment of their computer (i.e. updating java and adobe, fixing pop ups, SSL settings, firewall problems etc.). Show less

Wellington

• Processing of International Trade Finance Import and Export transactions, including Letters of Credit, Documentary Collection, Standby Letters of Credit, Bonds and Guarantees, Cargo Releases, International payments, International receipts, Forward Exchange Contracts. • Understanding and implementing the Code of Banking Practices and International Rules and Regulations governing International Transactions.• Risk and Compliance, including knowledge, understanding and implementing all… Show more • Processing of International Trade Finance Import and Export transactions, including Letters of Credit, Documentary Collection, Standby Letters of Credit, Bonds and Guarantees, Cargo Releases, International payments, International receipts, Forward Exchange Contracts. • Understanding and implementing the Code of Banking Practices and International Rules and Regulations governing International Transactions.• Risk and Compliance, including knowledge, understanding and implementing all processes and procedures to maintain risk and compliance at all times.• Understanding and implementation of Trade Sanctions requirements.• Dealing with high valued transactional Clients• Ensuring customers receive fast, efficient and friendly service• Handling difficult customers and tending to customer enquiries and complaints.• Introducing customers to additional bank services and providing relevant information or forwarding to relevant staff members.• Reconciliations and transaction investigations.• Floor Fire Warden, Health and Safety Representative, First Aider. Show less

Wainuiomata, New Zealand

Accounts Payable/Accounts Receivable/Accounts Preparation to AccountantPayrollInvoicing/QuotesBank reconciliationsGST/PAYE

Wellington

Support Trade Relationship Officer in document handling for Import shipping documents, Collections or Letters of Credit. Filing and mail.

Lower Hutt, New Zealand

Identifying core competencies of the team, reviewing and assessing performance of staff.Streamlined processes and systems in line with best managementTrained, mentored and managed staffEnsured client satisfaction with the servicesManaged both internal and external relationshipsRecruitment of Staff and Staff ContractsStaff RosteringMaintained a Health and Safety conscious working environment, ensuring all staff up to date with procedures.Accounts Payable/Accounts… Show more Identifying core competencies of the team, reviewing and assessing performance of staff.Streamlined processes and systems in line with best managementTrained, mentored and managed staffEnsured client satisfaction with the servicesManaged both internal and external relationshipsRecruitment of Staff and Staff ContractsStaff RosteringMaintained a Health and Safety conscious working environment, ensuring all staff up to date with procedures.Accounts Payable/Accounts Receivable/AccountsPayrollInvoicingBank reconciliationsGST/PAYEStatic and Mobile Guard Duties when required Show less

Petone New Zealand

Shop SalesStock TakesAccounts Payable/ReceivableInvoicingReception DutiesBankingReportingPetty Cash Reporting/BalancingAssistant to Branch Manager

Wellington, New Zealand

Assisting Customers and Dealers with mobile Phone/Pager /Account/ Network related IssuesResponsible for the provision of high quality technical support, in accordance with strict SLAsManaged customer expectation by ensuring full understanding of issues and requirements.Connecting new customers to the Cellular/Paging NetworkMaintaining a high level of Customer Service with Customers internal and externalTraining and Mentoring StaffSupervising Staff at weekends on a roster… Show more Assisting Customers and Dealers with mobile Phone/Pager /Account/ Network related IssuesResponsible for the provision of high quality technical support, in accordance with strict SLAsManaged customer expectation by ensuring full understanding of issues and requirements.Connecting new customers to the Cellular/Paging NetworkMaintaining a high level of Customer Service with Customers internal and externalTraining and Mentoring StaffSupervising Staff at weekends on a roster basis.Insuring staff were working to a satisfactory SLA utilising all customer service skillsHandling customer complaints Show less

Lower Hutt, New Zealand

Shop SalesAssisting customers with car fuel and oil filling.InvoicingAccounts Payable and ReceivableReportingBanking

Wellington, New Zealand

Reconciliation'sBankingReporting

Wellington, New Zealand

FilingBank Teller Services - Deposits, Withdrawals, Check Processing, Money Transfers.Customer ServiceCollection of School Banking from Schools and processing each deposit.Data Entry

Wainuiomata, New Zealand

Shop Sales in Kitchenware and MenswearStock TakingShelf FillingCleaningInvoicingAccounts Payable/ReceivableReportingReconciliation's

Wainuiomata

Sorting and Refilling Shelves of BooksIssue and return of booksCustomer EnquiriesRepair of Books

Diploma In Occupational Health And Safety (Level 6), Occupational Safety And Health Technology/Technician, Diploma

Diploma in Occupational Health and Safety (Level 6) through Institute of Technology.

School Certificate, English, Science, Accounting And Typing

Education record