Work History

Work History
Apr 2010 - Present

Owner/Operator

Clockwork PC

Clockwork PC is a computer consultancy specialising in home-based computer services:

  • Technical Support -- computer repairs, data backup and recovery, software installation
  • Training and Professional Development -- how to use Office and other selected software
  • Web Development -- building cost-effective websites that can be self-managed
  • Video and Audio Services -- online tutorials, video editing, voiceovers
May 2011 - Aug 2011

Customer Support Officer

Noble Samurai

I provided first-level and second-level support for incoming tickets from customers, which involved the following:

  • Reporting on my daily, early-morning analysis of trending issues to the Development team,
  • Investigation, including replication and reading the code in log files,
  • Liaising effectively with the  Development team to resolve technical problems,
  • Ensuring that resolutions were provided as efficiently as possible,
  • Contributing to reduced turnaround times and higher quality in Support.

My duties also included:

  • Escalating high-level tickets to senior support staff
  • Advising on the ETA of development work
  • Fielding purchase queries
  • Processing refunds
  • Fielding product suggestions and passing them on to the Development team

For the most part, I was able to solve customers' problems and answer their questions without escalating the ticket to senior Support staff.In addition to my primary role, I also produced a number of instructional videos, which I recorded during my training, for personal reference and for the benefit of other junior Support staff.

Sep 2008 - Feb 2010

Web Video Producer and Technical Writer

Austhink Software

I provided first-level support for incoming tickets from customers, which involved the following:

  • Investigating technical problems
  • Replicating technical problems and advising the Development team
  • Providing solutions to technical problems
  • Advising on the ETA of development work
  • Fielding purchase queries
  • Processing sales and refunds
  • Fielding product suggestions and passing them on to the Development team

In addition to my primary role, I also assisted in the software development process:

  • Writing content for the software
  • Developing instructional resources
  • Internal technical documentation
  • User testing and Quality Assurance
Mar 2009 - Aug 2009

Service Desk Analyst

Financial Synergy

In addition to providing first-level support for incoming tickets from customers, I contributed to the Financial Synergy Knowledge Base:

  • Providing management/reporting information about Service Desk quality and operations;
  • Supporting documentation activities, including developing
  • Product documentation and Quality Assurance;
  • Using Microsoft Office Sharepoint Server (MOSS) 2007
  • Internal training video for new time sheet system

As a Service Desk Analyst, I provided first-level support for technical queries, raised Service Requests, logged calls in the Service Desk register, treated each enquiry as an Incident and project-managed it from commencement to completion.

Jan 2008 - Mar 2008

Integration Aide

Mac.Rob Girls' High School

Assisted pupils with learning disabilities in the following areas: studying, self-organisation, revision; ensured that medication was taken, and provided any other assistance required.Submitted weekly reports to Student Services.

Dec 2007 - Jan 2008

Technical Writer

PharmOut

Output: Assisted in writing a training course for GMP documentation.  Applications: MS Office, MS Word and MS Powerpoint extensively.Notables: Drew heavily on my background in education and knowledge of MS Office, particularly MS Word and MS PowerpointMy brief at PharmOut was to assist the lead technical writer, Michelle Archard, in producing a training course for documentation according to Good Manufacturing Practice within a five-week deadline.  Our work included the following:

  • Defining the objectives of the course;
  • Outlining the main areas to be covered;
  • Detailing the topics in each area to be covered;
  • Devising exercises and activities for each topic;
  • Creating a Powerpoint Presentation for the course;
  • Compiling handouts and notes;
  • Determining the method of assessment;
  • Setting tests to be written on completion of the course.

I adapated easily to my work environment and during my time at Pharmout assisted other consultants on various matters, including Powerpoint slides, grammar and syntax, spelling and punctuation, lesson planning, lecturing and teaching.I worked with very little supervision and reported regularly to Michelle about my progress.  On the rare occasions when I was unsure how to proceed with a task, I communicated this clearly to Michelle and we worked efficiently and productively.We completed the training course by our deadline and presented it to the other consultants at Pharmout on the final day of my contract.

Aug 2007 - Dec 2007

Technical Writer

ASG / Alinta IT

Document Types: Process, Procedure, Work Instruction.Areas covered: Configuration Management, Facilities Management, Project Management, Hardware Procurement, Wireless Solution.Applications: Used MS Office, HP Open View, mind-mapping applications.Notables: Worked with subject-matter experts, studied ITIL 3 theory, read up on SDLC, overcame the challenge of my relative inexperience.I rewrote the Configuration Management Process, defined the procedures it comprises, and wrote all the requesite first-version Procedures. This task required thorough research of configuration-management theory, ASG’s methodology, and consultation of subject-matter experts. I also wrote Work Instructions for one of the procedures.I worked closely with the ASG data-centre facilities engineer while drafting the first-version Data Centre Facilities Management Procedures, and with ASG management and project management for Hardware Procurement. Our interviews were conducted in person, over the phone, and via email.My interviews, especially with SMEs, were kept brief and notes were taken carefully to ensure their accuracy. Each interview was followed up by sending an email summary of the notes to my interviewee for approval. Much of my documentation for ASG required graphic illustrations and to this end I used Visio extensively to create detailed process flowcharts to the company Standard.I worked with very limited supervision and to some extent had to define my role at ASG. I attended weekly reviews where I received feedback on my deliverables, discussed my progress, and defined my next set of deliverables. My first-version documents were exclusively my productions, and the research I conducted was of my own accord. Outside of work, I studied the foundation theory of ITIL and read widely on technical points I encountered. I am particularly interested in Software Development Life Cycle (SDLC) theory.

Jan 2006 - Aug 2006

Integration Aide

Mac.Rob Memorial College

Assisted pupils with learning disabilities in the following areas: studying, self-organisation, revision; ensured that medication was taken, and provided any other assistance required.Submitted weekly reports to Student Services.

Jan 2003 - Jan 2006

English Tutor

The In-Tuition Centre

Designed a course of English tutorials for Years 7 to 12, and have taught Y7-Y12.Classes were structured and detailed; pupils were tested regularly and provided with weekly homework.Prepared progress reports, attended regular meetings.

Additionally, I organised sport activities for the pupils during the lunchbreaks, including touch rugby, cricket, soccer, and four-square handball.

Jul 2002 - Jul 2002

Integration Aide

Mount Scopus Memorial College

Assisted pupils with learning disabilities in the following areas: studying, self-organisation, revision; ensured that medication was taken, and provided any other assistance required.Submitted weekly reports to Student Services.

Proofread and edited 1000 end-of-year high-school reports at Mount Scopus Memorial College.My 24-page compendium of advice for school-report writers isavailable as a reference document for the teachers on the school's internal network. (Intranet) 

Education

Education
Feb 2010 - Apr 2010

Certificate IV

Holmesglen TAFE

This course is designed to provide the training needs of those aspiring to develop, or currently working within, a small-medium business. Comprising 10 units of competency, all units were developed specifically for the unique requirements of operating as a small-medium business. This includes areas of study such as, identifying opportunities, finance management, marketing and general business.

Jan 2003 - Jun 2006

Bachelor of Arts

University of Melbourne

Interest

  • Education Philosophy and Policy
  • Web Video Production
  • Desktop Computing on Linux, MacOSX, and Windows
  • Game Theory
  • Free Open Source Software
  • Creative Commons
  • Programming -- Python, BASH, Haskell
  • Swing dancing
  • Rugby

Summary

Experienced in IT customer support and sales:

  • Email and phone-based support.
  • Efficient analysis and triage of technical queries.
  • Ticket ownership and customer care.
  • User testing and Quality Assurance.
  • Technical documentation.
  • Advanced knowledge of Windows, MacOSX, and desktop Linux.
  • Working knowledge of grep, Python, BASH.
  • Basic knowledge OpenBravo ERP and SQL

Key strengths:

  • Articulate and friendly on the phone and by email.
  • Building rapport with customers.
  • Responding to urgent and distressed calls for assistance.
  • Logical problem solver.
  • Swiftly acquiring working knowledge of software.
  • Suited to both autonomous and team-based work.
  • Strong work ethic.
  • Critical and creative thinker.

Skills

Skills

Programming

BASH: I am very comfortable with the amount of BASH required to customise my system.   Python: At the level where Python is a good thinking tool.   Haskell: Still coming to grips with it, but it makes more sense every day.   For more information, please see my Pastebin: http://pastebin.com/u/clockworkpc

Inkscape Vector Image Program

Microsoft Office / LibreOffice

Outlook / Thunderbird / Evolution

Adobe Premiere

Audacity Audio Editor

GNU Image Manipulation Program

Apple MacOSX

Microsoft Windows

Camtasia Video Editor

Gmail

OpenShot Video Editor

Various Web Browsers

Firefox + Greasemonkey Chromium / Chrome + various extensions Opera Midori Seamonkey Elinks Internet Explorer (deprecated)

Screenflow Video Editor

Ubuntu GNU/Linux

I know my way around the GUI of Ubuntu and am very comfortable with the  CLI interface as well. Currently running Ubuntu 11.04 on my "desktop" laptop (mostly stable with a few PPAs and 11.10 (bleeding edge) on my other main laptop.   For the most part I stick either with what's available from Ubuntu's repositories or from well attended Personal Package Archives, but for a few things like FFmpeg I prefer to compile from source.   I have a basic working knowledge of grep, find, and locate, but am very keen to learn more.

Certifications

Certifications

ASFA RG146

ASFA Learning and Development

ITIL V3 Foundations Certificate

ALC Training