Employment Narrative

CENTER COM SUNSHINE, 9/2005-Present
IT Support Technician (2nd/3rd Tier Support)/Team Leader

Gained distinction as a troubleshooter of merit, handling escalated customer support requests that eluded first tier support operators. Quickly mastered the challenges of a service and technical support role despite no previous experience. Within 12 months won promotion to team leadership role.

Secured reputation for rapid, workable solutions and strategic thinking that overcame a diversity of issues experienced by users of desktop computers, notebooks, Windows platforms, LANS, and servers.

• Best Practice Modeling: Transformed a chaotic work environment struggling to maintain workflows and deadlines into a model of best practice. From lack of bench space and documentation and insufficient workspace for three computer technicians, the department now boasts full documentations and record keeping, formal reports, and clear workspaces capable of accommodating up to six technicians.

• Productivity Improvements: Drove 66% gain in technician productivity for completing repairs and a 20% increase in new system building through reorganized work areas and a directive for sales representatives to seek information through proper channels.

• Process Reengineering: Revamped repair request forms to assist technicians in better analyzing and diagnosing repair options. New forms allow technicians to review past repair works and detail examples of problems experienced for replicating issues and sourcing solutions.

• Quality Assurance: Vastly reduced the number of return items and volumes of technical support complaints following rollout of a new quality procedure. Today each system is tested three times to ensure hard drives, memory and burning within Windows is completed prior distribution.

• Deadline Compliance: Presided over the mass production of pre-built branded systems personalized with customer's choice of five operating systems. Consistently achieved weekly deadlines for producing computers and providing post-purchase customers education.

• Enriched Communications: Steered communication strategy designed to improve interdepartmental miscommunications. Meetings provided the necessary dialogue between technical, sales and warranty departments to resolve long-term issues.

• Mentorship and Training: Improved the knowledge base of all technical support staff, by reinforcing the importance of end-of-day meetings to brainstorm solutions or seek information on complex issues. Monitor performances daily to ensure compliance with procedures.

Prior Engagements

• YOUNG SANG, Footscray (12/2003-11/2004). Forklift Driver/Stock Picker

• ACTION JAMES GROUP, Altona (1/2003-11/2003). Stock Picker

Technology Snapshot

Microsoft Operating Systems 2000, Server 2003, XP, Vista, Software Development: C/C++, Java, Hardware Devices and Drivers, Network Protocols and Services, Drive Mapping and Permission, Setting, Cisco Routed and Switched Networks

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