World Vision AustraliaApplication Services & Desktop Support Services
Jan. 2013 - Oct. 2018Australia1st & 2nd Level Desktop Support & troubleshooting for PCs, mobile devices, and peripherals as well as 1st level application support to key business applications. Solving or assisting to solve all IT support requests received by email, phone or walk-up
Logging & allocating all requests in ServiceNow for best customer satisfaction outcomes.
Actioning day to day ‘catch and dispatch’ for calls which are related to other areas of the business.
CIC Desk phone support
Skype for Business & Skype troubleshooting
End to end application administration and support to Jade Echo CRM and Campaign configuration coding, Promaster, IPOS, Salesforce, Jira and Confluence, SunSystems, Service Now, Lotus Notes, PNAB, Outlook Calendar Management.
Manage key relationships with WVA staff, Application owners – key stakeholders, Applications Support Lead (manager), Application Services Systems Analysts, & external stakeholders.
Complete tasks on time, within budget, and in accordance with expectations.
Initiate LINK performance reviews with managers.
Carry out OH&S key accountabilities and responsibilities.
Office 365 Suite – SharePoint/ One Drive/ Delve/ Outlook/ Yammer
Lotus Notes Application Support Microsoft Office Suite
Salesforce
Jade – Echo CRM Database Management
ProMaster Expense Management Systems
IPOS INFOR for SunSystems Solutions
Service Now and Infra – Service Automation Tools
Asset Management and Stock Control through SCCM
DATA ENTRY – Alphanumeric keystrokes 10,000ph
• High level Customer Service skills including representing the Organisations products and systems and translating this to interactions that are courteous, efficient and meaningful.
• Team player, excellent presentation skills, ability to work diligently, within guidelines, highly organized and integrous.
• A professional operator with a unique combination of creative expertise, business experience, stakeholder interaction and negotiation with sound technical skills.