The core of my responsibilities is onboarding and training new clients in the use of strata management and accounting software, both online and in person. I continue to then work with clients beyond their onboarding period, maintaining an ongoing strong relationship, so that they receive the most benefit from the software package, and are up to date with the most recent enhancements, assisting them with driving efficiency and reducing costs throughout their business.In addition, there is occasional system troubleshooting of the software solution, whilst also offering workarounds in areas, where appropriate.I collaborate with multiple teams within various projects to ensure upcoming product releases are communicated on time to clients, training materials are up to date, and test new product features so that they are in line with the client's needs.

Reporting to the Service manager, I was instrumental in delivery quality client service focused outcomes to clients within Service Level Agreements. The role required direct client interaction, and I therefore developed interpersonal skills that were the main driver in my success in this role. I was a key person in the successful delivery of the company's services to their clients, assisting with the day-to-day operations of the service team.As team lead, I gained further experience supporting desktops, servers and cloud technologies. With a dedicated, knowledgeable, diligent and proactive mindset I was consistently able to achieve the company's and department's objectives.The company was very client service focused, so I was always prepared to go above and beyond to provide timely support to clients, with the ability to work well under both performance and time pressures. Developing strong relationships with clients was a key component of the role, as was building strong rapport with all internal stakeholders & service team members.

Leading the training delivery effort for the Local Government Platform (LGP) Project (implementation of new system called “Pathway”), with the goal to deliver a variety of IT system training modules to 1500 council staff members, spread across multiple business branches, over a 4 month period.• Collaborating with multiple teams within the project to ascertain the best possible training outcome for the different sections within the council.• Engaging and coordinating with external service providers to ensure successful delivery of their system training.• Liaising with multiple levels of the Council and within the project to conduct Training Needs Analysis • Accountable for all logistics around the preparation, delivery, and wrap-up of training, including:o System environment and technology readiness.o Training facility readiness (6 training rooms between 2 locations in the Gold Coast).o Printing, delivery and readiness of all training materials.o Transportation of council staff between multiple council sites and training facilities.o Scheduling and coordination of training sessions.o Evaluation of delivery.o Communication and socialising of training materials to the business.• Overseeing the onboarding and upskilling of 8 facilitators for training delivery.• Organising and supporting facilitators with system access, materials, session plans, practice runs.• Producing training reports and metrics for Senior Project Leads to assist with gauging the overall success of the project effort.

I was the sole trainer at Spok in the APAC region, and as such responsible for the design, creation, and delivery of all training for external customer, internal staff, and resellers.The training content covered Spok’s products, which are communication and alerting solutions, comprised of front-end software, a smart phone app, and communications hardware such as pagers, IP phones, Wi-Fi phones, and transmitters. The products are aimed mainly at the health vertical, but also hospitality.I would engage with the customer before, during, and after go-live, not only to meet and exceed their training requirements, but to ensure that they were utilizing our products fully to enhance and streamline their work flows and business processes. For the most part training was delivered on site, which involved travelling within Australia and internationally.When not delivering training, I would design learning programs, session plans, training outlines, training materials, and procedures when requested by customers.I would also assess the quality of training formats and procedures and work with Management on improving these along with any materials based on customer feedback and needs assessment.In addition, there was a fair amount of system troubleshooting and customisation of the Spok solution and its integrations whilst on-site. Developed a full certification training program including outlines, programs, assessments, guides, presentations, and other resources. This has resulted in increased sales and implementation success for our partner resellers. Greatly exceeded customer satisfaction targets every single quarter. Developed and produced a full range of admin, user, and quick reference guides for all products in APAC. Developed and produced learning program plans and outlines for customer training on all products in APAC.

I was one of 5 members in a global IT Support Team, reporting to the Head of IT, that provided technical support, consultation, and IT training for roughly 400 users internationally, consisting of head office support staff, consultants, and executives & directors. With my passion for training, I took the initiative to shape the content and delivery of IT training across the business. This involved designing and producing training content, tailoring training tools and methods, as well as using assessment tools & methods to suit learners. Delivery of training sessions varied, but predominantly consisted of IT inductions, new system integrations, group refresher courses, and ad-hoc 1 to 1 sessions. All training was delivered either using online tools (Skype, TeamViewer, Cisco WebEx, GoToMeeting), or face-to-face in a classroom environment with individuals or groups as large as 15 people. Products that I supported and delivered training for are:• Windows 7, Win 8.1, Mac OSX • Office 2010, and 2013 for Windows, as well as Office 2011 for Mac• Adobe [Creative Suite, Acrobat, Captivate]• Dropbox, Box, and Google Drive• Mobile devices: Blackberry, iOS, Android, Windows• Laptops & Ultrabooks [HP, Dell, Asus, Lenovo, Sony, Acer, etc.]• Microsoft Office 365 Admin Centre• Windows Server 2003 & 2008• Microsoft Information Rights Management• Mitel Phones & PBX System

A varied role consisting roughly of 50% technical support, 30% training, and 20% Project Coordination. I was solely responsible for the technical support and training of approximately 400 staff members, spread across Construction, Finance, Human Resources, Design, and Management Services, all of which were based in head office, and off-site. These users ranged from very technical to non-technical, all at varying levels of the business, up to Senior Executives. The support & training was delivered face-to-face (1-to-1, or groups), via phone, email, or online delivery methods. I regularly produced training materials in the form of knowledge base articles, “cheat sheets,” and more detailed training packs where necessary.Project work involved the coordination of external suppliers and internal teams, working on smaller, short-term projects, including project site setups, site decommissions, new system integrations, and change requests.• Win XP, Win7, Office 2007 & 2010, Active Directory, SCCM Client Centre, SharePoint 2007, Terminal Services, OCS, Lync• Apple OSX, Office 2007 for Mac• Cisco switches, routers, WAP, hubs, phones, teleconferencing equipment• Phones: iOS, Android, Blackberry (incl. BES)• Dell & Lenovo hardware• Canon & Fuji-Xerox Multi-functional devices• Symantec Endpoint Protection & Ghost• Adobe Creative Suite 4 & 5• Various apps: Chris21, Citrix Virtual Desktop, Citrix XenApp, Primavera P6, Autodesk CAD, MYOB, Cisco Agent Desktop Raised Service Desk first time fix rate in 2010 from 30% to 55% in 2011 through training and up-skilling. Maintained a consistently high customer satisfaction rating above 9/10, three years running. Achieved highest number of resolved client issues & requests in 2011, and remained in the top 3 thereafter. Owned project which reduced boot times of PCs on APAC domain by up to 50% in 2012. Obtained Most Valued Professional Award for project work deploying Windows 7 SOE to 1600 PCs in one year (2012-2013).

Acting as the primary contact for 1st-3rd level technical support for approximately 150 medium-size businesses across Australia. Administration & maintenance of servers, domains, backup & security, e-mail, mobile devices, and communications. Assisting Project Managers with site setups, upgrades, and decommissions.• Win XP, Office 2007, Server 2003 & 2008 incl. Active Directory, Exchange 2007• Apple OSX & Office 2007 for Mac, Adobe Creative Suite 4• Symantec Backup Exec• Blackberry devices & BES• HP desktops, servers, and printers• Cisco & Alcatel telephony systems

A great experience working at a Banana plantation in order to obtain a 2nd Working Holiday Visa. As a bonus, I lost 10kg in these 3 months.

1st – 3rd level IT support for all 70 stores, head office, and distribution centres, all adding up to approximately 350 users Australia wide. Administration & maintenance of servers, domain, backups & security, and e-mail. Project Coordination of new store setups, system upgrades, and decommissions.• POS systems [XP], EFTPOS terminals, POS printers, Office 2007, Server 2003 [AD & Exchange 2007] Single-handedly implemented process for sustainable disposal of all decommissioned ICT assets. Worked on project to implemented network redundancy for EFTPOS terminals in all stores.

After one year as an Application Support Specialist, I was promoted to the position of Team Leader, where I served as a point of escalation for more complex technical issues, and oversaw the daily operations of 7 Application Support Specialists & 3 Service Desk Analysts to ensure that our customers received an impeccable level of service.• Analyse reports to identify problem areas & trends, then devise solutions to remediate these• Oversee daily operations and manage resources and performance of all staff to ensure 100% coverage• Manage and improve IT service delivery processes used by the teams, in order to improve our customer support experience• Maintain the knowledge base, by screening & proof reading new entries• Support and motivate team members in their personal & professional growth using Personal Development Plans• Work with the UK Support Manager to promote & plan our Continual Improvement Plan and ICT Strategy• Research new & existing technologies and ensure that teams were up-skilled appropriately to accommodate customer needs Increased & maintained number of calls answered within 5 seconds from %80 to %95 in 6 months. Improved first-time fix rate from 70% to 85% through the development of SharePoint knowledge base in 6 months. Raised customer feedback survey lowest score of 65/100 to 80/100 in 6 months.

2nd level technical support for over 1700 customers UK wide, supporting Kodak’s Dental Practice Management application and on-site hardware. Up-skilling & training of Service Desk Analysts, producing training documentation & knowledge base articles. • R4 Practice Management Software Suite• Electronic Patient Archiving System• Kodak Dental Imaging Suite• MS Products: Win XP, Office 2003, Terminal Services, SQL Server 2005, Server 2003 (SBS), SharePoint• Hardware: Dell, IBM, HP, Kodak X-Ray & Imaging• Symantec Backup Exec & Antivirus Achieved highest customer feedback survey scores in 2007. Maintained team’s lowest number of outstanding incidents each month. Produced and updated most knowledge base articles in 2007.

1st line technical support, working on the WHS Smith Helpdesk (retail), and then moving onto the National Health Service Helpdesk (Government/Medical). Resolving issues to a first line capacity, logging Incidents & Problems, and escalating them to other internal technical teams, and on-site engineers.IT Service Technician – NHS NCRS Service Desk (Jun ’05 – May ’06)• Picture Archiving and Communications System (PACS) for Southern cluster of the UK• Clinical Record Interactive Search (CRIS)• NHS Electronic Prescription Service• NHSmail• MS Products: Win XP, Office 2003, Terminal Services, IT Helpdesk Analyst – WHSmith Helpdesk (Mar ’04 – Apr ’05)• WePOS terminals• EPSON receipt printers• ISS 400 back office terminals

Travelling throughout the UK to decommission and collect ICT assets, such as desktops, servers, and networking hardware, then returning them to a workshop to be recycled and sold on, or salvaged as parts for recycling.