Mathew Tran Email & Phone Number

Australia

Hawthorn East, Victoria

Systems Trained;-Microsoft Dynamics CRM 2010 / 2016 (Customer Relationship Management System)-RITEQ (Workforce & Time and Attendance System)-EPM Live! ( Project Management Tool & Customised Solutions with Workflows)-Sharepoint-STARRecruit (Recruitment & On/Off Boarding System)-Carelink+ (Care plans and Work force Management System)-fmXpert (Property Management System)Have also been given the opportunity to;-Develop SharePoint forms using Javascript/Jquery-Create Sharepoint designer work flows

Richmond, Victoria

Responsibilities/Achievements: Research, prepare and present Business Systems training staff in Australia, New ZealandConsult with Project and Account Managers to develop training programs for system implementation and software enhancement projectsDevelop and maintain system User Guide documentation, Facilitator Guides, Presentations, and Wiki pagesCreate and maintain assessment activities for all training programsConduct post-training follow-ups and support add more value to the learning experienceThrough site visits to various Business Units within the PB Group, acquire an understanding of business processes, identify process bottlenecks, and implement change management through the promotion of best practiceTraining delivered face to face in a classroom or on-site, and online via WebEx or LyncTraining provided on systems such as AS/400 (Inventory Management), Microsoft Dynamics CRM 2010 & 2016, Microsoft Sharepoint, Microsoft Lync, .NET Application (customised), Optimiza (Planning & Forecasting) Cognos Analysis Studio & Cognos Query Studio

Kensington

Respond to complex product-related queries and help resolve user concernsMentor, motivate and manage expectations with Team LeadersEnsure Help Desk staff are motivated, monitored and measured against company targets and key performance indicatorsEnsure gaps in performances and/or quality were quickly identified and addressed.Produce and present weekly and monthly reports on team performances to Operation Managers.Review team rosters based on forecast and historical data to ensure efficient use of resource and costStreamlined HelpDesk end to end Procedures through creating and maintaining Standard operating procedures for all systems and technologies used within the business.Used Root cause analysis and findings with the goal of determining problem areas and creating process and procedure to close gaps and cost.Maintain and over-achieve target SLAs with key partners and stakeholders.Deliver technical solutions to the most complex technical problems to partner companies and businessesSystems Included GoogleApps for Business, Customers CRM (Sales and Support), Zendesk (Escalations), Wiki (Knowledge base), Remote Screen sharing technologies (Teamviewer, Logmein, Bomgar)

West Melbourne

Lead and motivated a team Help Desk ConsultantsEnsure SLA’s were met with key partners and external stakeholdersRecruitment of Help Desk Technical Support staffDeliver scheduled training for all new team membersSupervise and monitor team for continuous improvementCreate and Review weekly team roster in line company budgets and costEnsure all escalations were handled promptly, efficiently and correctly according to company/ stake holders standardsProject Lead for the integration and migration of Cloud based email service for 100+ users through Google Apps for Business;Obtained Apple Certified Support Professional 10.6 through external trainingPerformed over 500 Microsoft Exchange email migration for Spotless (4 week project)Systems Included Customised CMS (Customer management System), Customised CRM, Microsoft Office, all Windows Operating Systems

Hawthorn

Certificate Iv In Training And Assessment (Tae40110)

Diploma Of Business, Organizational Leadership