Anthony Ritchie

Varied Jobs Over a period years

• Remotely set up agents from across Australia to work on telemarketing activities
• Provide first level IT support to agents for platform and VIOP phone systems
• Create internet platform campaigns for national organisations
• Create and format call lists for all clients
• Update lists daily as requirements dictate
• Provide reporting requirements for management on all areas of business
• Liaise with national organisation representatives
• Liaise with virtual platform suppliers
• Create User Document manuals
• Create IT Management Task Manuals
• Manage and supervise remote agents
• Be available and on call all hours.

• Staffing: Manage a team of staff sales and technical
• Train staff on all business aspects
• Provide technical training, advice and support to technicians
• Implement staff roster
• Recruit employees as required
• Perform HR functions
• Create and update policies and procedures
• Retail: Ordering Stock/inventory
• Maintain regular stock take procedures
• Research and introduce new products
• Update product knowledge
• Build a customer needs portfolio to ensure computer purchase meets the customer requirements
• Supplier product and price negotiations
• Produce quotes for customer & prospective clients
• Billing and invoicing
• Strong customer service appreciation
• Maintain customer relationships
• Handle customer queries and complaints
• Banking and daily cash handling
• Acknowledgments: Part of the business direction and management team
• Actively involved in the promotions, advertising and marketing team
• Overall Business Budgeting
• Maintained debtor and creditor accounts
• Hands on technical service and repairs
• Store presentation
• Develop and present Weekly live radio session to promote the business and products.

• Provide resolution to customer complaints and warranty issues
• Repair computers and peripherals
• Ensure stock rotations and product recall documentation was performed in a timely manner
• Provide telephone support to clients
• Update product knowledge
• Sales of computer equipment and camera products to customers
• Build a customer needs portfolio to ensure computer purchase meets the customer requirements
• Technical advice to other sales staff.

• Provide consultative service, repairs, upgrades and training in all aspects of home and business computers, and networks
• Other task included invoicing, preparing BAS statements, liaising with suppliers to ensure timely and cost effective solutions.

• Repair and technical support of PC, printers and faxes
• Repair and upgrade personal computers
• Install hardware and software on personal computers
• Warranty repairs of Acer, Optima and Bluechip Personal Computers
• Repair and maintenance of printers
• Brother printer and fax warranty repairs
• Ad-hoc telephone support and advice
• All work was carried out both on-site and at the shop
• Invoicing of work performed.

• Provide, purchase and install Information Technology solutions for small and medium size business enterprises
• This included, but is not limited to; Preparing IT specifications for client needs, within budgetary constraints
• Installation of Network operating systems and configuration from scratch
• Preparation of Quotes
• Prepare quotes that contain all the clients’ requirements
• Preparation of proposals for clients
• This included the testing and appraisal of concept to ensure that the clients goals would be achieved
• Sales and installation of hardware and software
• On site and Off site technical support
• Set up helpdesk for Off-site technical support
• Ad hoc telephone support
• Negotiate with suppliers and dealers to ensure that I can provide best possible prices
• Preparation of accounts, Accounts payable and receivable
• Continued further learning and updating of Skills and knowledge.

• The position that I hold at the Enterprise Support Centre is that of providing 1st level support, as well as first point of contact for the provision of mainframe, midrange, desktop, network, and work order
• In this position I had to Support BHP staff and BHP’s external customers, with all levels of knowledge, and many different systems
• Not only am I required to have outstanding knowledge of many different systems; I also have to provide exceptional customer service
• The Enterprise Support Centre is maned 24hrs by 7 days a week, as many of BHP’s operations also work 24x7
• This allowed me to work shift work, where I was required to also problem coordinate high priority requests or problems
• This required knowledge of the systems used so that problems were directed to the correct on call staff in the quickest and correct manner
• I used Remedy help desk software to log new incidents and work orders
• Systems / duties that I worked on include: IBM Mainframes, Tandem, VAX/VMS, Microsoft Windows NT, Unix, Desktop Support, Network Support, Work Orders.

• In this position the group I worked for supported approximately 3500 users and 2000 computers, there are also more that 25 LAN’s that we provide support for
• Whilst working in this position I was assigned to projects and work requests requiring me to install/configure hardware and software on the Authorities Personal Computers and Local Area Networks
• State Rails Personal Computers are DOS and Windows based, with a wide range of different manufactures hardware installed
• My position their required me to troubleshoot both hardware and software problems on the installed base
• I was also required to install and configure the new machines when they arrived or needed upgrading
• As well as providing DOS and Windows support, I have had to support and install the user applications, Word, Excel, Access, PowerPoint, Harvard Graphics, and Dbase
• In the support role I have also had to support the user’s peripheral equipment
• This included installation and support of CD ROM’s, printers, mice, modems, fax/modems and scanners
• I have also been involved in projects and work requests involving networks
• I have Installed and configured Netware 3.11, 3.12, and 4.x file servers, as well as upgrading servers from 2.x to 3.11 and 3.12
• I have been responsible for hardware upgrading of the servers memory as well as LAN cards and storage media, this includes the installation of CD-ROM towers for use on the network
• My tasks in this area also involved the installation and configuration of Network printing services
• I have also had to implement proper back-up and recovery plans
• In this position I was also required to ad mister the local area network, create, modify and delete users, add printers, print sharing devices and network printer devices
• I was also required to install and administer a bootp server and associated desktop and server software
• Other requirements were the updating and patching of network operating systems, and updating of routing tables
• Other duties that I was required to perform in this position were the testing of products to see if they were suitable for the user’s needs
• This also required that I write reports that were clear and concise outlining the findings of these investigations
• I was also required to write procedural documentation outlining required steps to be taken to achieve an end result
• While carrying out these duties I am required to communicate with all levels of the work force from managers to clerical staff to trades assistants
• This may be in oral or written form depending upon the exact requirements at the time
• Other responsibilities included keeping supervisors up to date on my activities and keeping logs of these jobs up to date and written in such a way that another analyst could take over the job if required.

• This position required me manage the installation and relocation of State Rails Mainframe terminals, and LAN to mainframe gateways
• I am required to run these projects from conception to completion
• In managing these projects I have to liaise with the users to find their exact requirements and site survey their areas so that the best possible configuration of equipment and service was provided
• It is also my duty to liaise with each group's purchasing officer to ensure the correct equipment is ordered and is within State Rail Information Technology guidelines
• These projects required me to liaise with the Telecommunications Design, Data Design, and Data Technicians to ensure the smooth and timely connection of the user’s service
• I am also required to install and set up LAN to mainframe gateways
• Faults Officer
• This job is issued to a member of the Workstations staff on a rotational basis
• These duties involve the fault analysis of hardware, software and communication applications
• Whilst doing this particular duty I to liaise with users who had equipment faults or problems
• Rectification of these faults may have required me to contact and arrange repair of faulty equipment, along with the supplying of loan equipment to ensure that the user could continue to work, with minimum down time
• The position also required that detailed records be kept of location of the equipment supplied and also undergoing repairs.