Sam Leighton Email & Phone Number

Melbourne, Vic, Au

Providing software application support to over all 770 Coles Supermarkets nationwide. Primarily responsible for the continued service of Point of Sale applications (Fujitsu ONE POS) and Back of store infrastructure(San Storage and Virtual server environments.Responsibilities:• Deliver timely 2nd level Support using Helpdesk Software, Phone, Email, and in person.• Provide on-call support 24/7.• On-site technical support for the 1st Level Helpdesk.• Leadership position… Show more Providing software application support to over all 770 Coles Supermarkets nationwide. Primarily responsible for the continued service of Point of Sale applications (Fujitsu ONE POS) and Back of store infrastructure(San Storage and Virtual server environments.Responsibilities:• Deliver timely 2nd level Support using Helpdesk Software, Phone, Email, and in person.• Provide on-call support 24/7.• On-site technical support for the 1st Level Helpdesk.• Leadership position providing training and mentoring to other team members• Writing/Maintaining Technical and Procedural troubleshooting documentation used by 1st and 2nd Level Support.• Basic SQL scripting and maintenance of production databases.• Actioning disaster recovery plans for POS lanes, Self-Checkouts, and Servers in Production Environment.• Assisting the Development Team with the deployment of incremental software upgrades.• Troubleshooting Point of Sale Software and Hardware issues.• Support for Back of Store Workstation Software and Hardware as well as support for Store Server Infrastructure (MS Server 2003/2012 and Hyper-V).• Hardware/Software troubleshooting of Bakery, Deli, Meat, and Fresh Produce Scales.• Analysis of PDT (Portable Data Terminal) software and hardware issues. Show less

Providing and maintaining training documentation for up to 60 Helpdesk operators and multiple POS systems.Responsibilities:• Deliver timely ADHOC training.• Provide on-call support 24/7.• Subject Matter expert providing ongoing mentoring and agent development. • Leadership position providing ongoing training to team leaders and shift leaders.

The Coles I.T Helpdesk provides 1st level problem logging and troubleshooting support for the following brands: Supermarkets, Coles Express, LiquorLand, Coles Head Office and Target.Responsibilities:• Answering calls from Coles employees with IT related issues.• Troubleshooting POS application and hardware issues for various brands.• Understanding of various brands different infrastructures and configurations.• Adhering to KPIs and business metrics (Adherence and… Show more The Coles I.T Helpdesk provides 1st level problem logging and troubleshooting support for the following brands: Supermarkets, Coles Express, LiquorLand, Coles Head Office and Target.Responsibilities:• Answering calls from Coles employees with IT related issues.• Troubleshooting POS application and hardware issues for various brands.• Understanding of various brands different infrastructures and configurations.• Adhering to KPIs and business metrics (Adherence and FCR).• Escalating and prioritizing incident Support Teams when unable to resolve the customer issues.• Liaising with other Support Teams. Show less