Steve Schulz Email & Phone Number

Dandenong, VIC, AU

Blackburn Victoria Australia

• Customer Support agent for business focused Internet and hosted PBX provider.
• Troubleshooting issues with internet provisioning, issues and connectivity, including A/VDSL, NBN (FTTN/P/C/, HFC), EoC, Fibre, etc).
• Administering and supporting hosted FlexPBX system (based on Kazoo) 3CX, SIP phones, SIP trunks, softphones (Bria Enterprise, 3CX, others). Configuring call flows, troubleshooting issues, utilizing VOIPmon, other.
• Extensive experience in triage of issues and complaints, owning and directing calls to appropriate parties (internal or partners) where required.
• Liaising with partner companies regarding problems and negotiating successful resolutions.
• Supporting end-customer problems and configuration requests. Explaining issue causes and advising/implementing resolutions.

• (Continuation of role from HP Enterprise - business unit separated to new company DXC Technology)
• Promoted to Decommissioning Leader.
• Decommissioning and recording of IT assets for Department of Défense (DOD) equipment during End User Computing (EUC) upgrade program according to Australian Government Standard Operating Procedures (SOP).
• Onsite at DOD locations, recording and booking/co-coordinating of pickup of decommissioned assets.
• Training of other team members in this SOP for work at other DOD sites.

• Contractor (via Experis/Manpower) to HPE.
• Australian Government project, upgrade of End User Computing (EUC) items across wide range of locations across VIC.
• Removal, replacement, testing and recording of IT items as per specified list of actions.
• Assisting end users for queries regarding replacement of EUC items.

Mulgrave VIC

• Supporting Coles Supermarket, LiquorLand, Express (Petrol) store and Head Office IT equipment, applications and operations.
• Phone support for Australian stores, offshore support teams
• Support Registers (Manned and Self Serve), Back office workstations, ancillary hardware/equipment (PDTs, iPads, Lexmark printers), servers, laptops, applications
• Answer and assist with procedural queries, perform password resets
• Escalate issues where necessary and liaise with customers on updates with their calls.
• Issues ranged from single hardware/applications not working to store offline/not trading (priority 1 situations)

Melbourne, Australia

• Dedicated inkjet-based high-volume photo printing devices, custom built kiosks system and software applications.
• Development and delivery of installation and support training, roll-out assistance, escalation point to outsource partners and call center personnel.
• Customer escalation support for more difficult technical issues, continuous examination and implementation of Service and Support efficiencies and cost reduction opportunities.

Melbourne, Australia

• Appointed official PhotoSmart Product Specialist due to product range growth, assisted DeskJet Product Specialist with existing workload (Aug 2000).
• Promoted to full DeskJet Product Specialist. Supporting over 60 individual model printers (Oct 2000).
• Awarded HP High Flyers Quarterly Award for meeting Standards of Excellence in Customer Service (Mar 2001).
• Developed and delivered product training for new support training staff, at newly outsourced overseas call center (Bangalore India). Supervised onsite at call center for first 2 weeks of handover (Oct 2001).
• Winner of HP’s High Achiever’s award (Asia Pacific Region) for Excellent Performance and Commitment (2002).
• Support role expanded to include consumer level LaserJet Printers.

• Accepted full time position (Feb 1999).
• Assisted Product Specialist for Scanner range of products.
• Assisted with design, creation and maintenance of team support intranet website.
• Appointed unofficial Product Specialist for PhotoSmart (Digital Cameras, Photo Scanners, Photo Printers) range of products (July 1999).

• Contract position (3 month term, multiple extensions) at the Customer Care Center Help Desk.
• Performed phone support for both hardware and software products, including multifunctional (printer/fax/scanner/copier) units, single function scanners, tape drives and CD writers.

Melbourne Area, Australia

• Installed, repaired and maintained computer systems (both in-house and on-site), that were manufactured by the company. Continual phone support was also a daily task.
• ISO 9002 certified company.

Melbourne, Australia

• Sales and Technical role. Built upon customer base with several products exclusively imported by company. Gained knowledge about network products and cabling. Installed and configured several large LANtastic sites.

Melbourne Area, Australia

• Proposed computer systems (hardware, software or both) to clients who require a cost effective but appropriate solution.
• Followed up and closed multiple sales leads and managed large corporate accounts (including Swinburne University and (former) Preston and Northcote Community Hospital).
• Gained experience assembling and repairing PC systems on-site, as well as installing and maintaining systems at the clients’ site.

Advanced Certificate In Electronics, Computer Field Service Technican

Basic Electronics Certificate Advanced Certificate of Electronics (Computer Field Service Technician)

Year 11, Applied Science

Activities and Societies: Computer Club, School BandPlayed Lead Alto Saxophone in school band for 4 years