Anthony D'Amico

Responsibilities:

• Assisted with requirement gathering, design, development and deployment of an Google data lake. This included using Google services Pub/Sub, Dataflow, Cloud Functions, Cloud Schedulers and BigQuery
• Assisted in creating data connectors for ingesting data from various business systems into the data lake (Connectors include Hubspot, Jira, Greatplains, Chargify, Namely, Zoom, AWS and Bespoke systems)
• Assisted in extracting data from the data lake into internal business intelligence tools using various APIs and ODBC connectors.
• Supporting and maintaining the data lake pipeline to ensure there are no errors in the data or failures in the ingestions and extraction from the data lake
• Working with stakeholders to understand there data requirements and how we can achieve them with a data lake
• Prepared summaries to accompany results and maintain documentation.

Responsibilities:

• Working with internal stakeholders (Globally in AUS, UKS and USA) to understand there business needs and requirements for reporting
• Assisted in maintaining data integrity within internal business systems (Including by not limited to Hubspot, Jira, Namely, Great plains and bespoke systems)
• Assisted in investigating data discrepancy issues within internal business systems
• Created a traditional data warehouse (relational database warehouse) which supported multiple data feeds including SQL, REST API, manual CSV files and manual Excel files
• Assisted in improving, creating, supporting and maintaining business reports and dashboards created within our bespoke BI (business intelligence) tool known as Phocas
• Creating and maintaining documentation for various internal systems and internal reporting
• Assisting in large internal projects including implementing Jira Software, Capital raise project and Price increase project

Achievements of Note:

Assisted in our internal capital raise project providing all the required reports and data to our board members and investors which ensured that Phocas was successful in generating the required capital needed to grow the business

Responsibilites

• Providing in depth and ongoing support for the Australian customer base (Major, Emerging, Gold, Silver and Bronze Tier Customers).
• Providing Training in our bespoke business intelligence suite (Phocas BI, Phocas CRM, Phocas Rebate, Phocas Financial statements) to other Analyst and Consultants.
• Providing on-site support to customers when needed.
• Troubleshooting and resolving escalated support tickets (Tier 3 Support).
• Managing Customers expectations around support resolution times.
• Providing services and customization to customer setups to ensure reporting purposes are met.
• Implementing new reporting suites to customers (Sales, Stock and Purchasing, General Ledger Rebates, CRM and Bespoken).
• Installing and configuring software.
• Data Extraction from various ERP systems, including Pronto, AX2012, EXONET and Micronet.
• Identifying risks and opportunities.
• Project Management around completing lengthy projects to ensure the customer expectations are met and all solutions / changes are implemented successfully and as per the agreed deadline.
• Providing online and on premise training to customers.
• Creating end user documentation.
• Creating technical environment documentation for customer handover.
• Managing, monitoring and updating allocated tickets in the ticketing system.

Responsibilities:

• Providing in depth and ongoing support for customer with strategic value.
• Providing on-site support to customers when needed.
• Troubleshooting and resolving escalated support tickets (Tier 3 Support).
• Managing Customers expectations around support resolution times.
• Providing services and customization to customer setups to ensure reporting purposes are met.
• Implementing new reporting suites to customers (Sales, Stock and Purchasing, General Ledger Rebates, CRM and Bespoken).
• Installing and configuring software.
• Data Extraction from various ERP systems, including Pronto, AX2012, EXONET and Micronet.
• Identifying risks and opportunities.
• Project Management around completing lengthy projects to ensure the customer expectations are met and all solutions / changes are implemented successfully and as per the agreed deadline.
• Providing training to customers.
• Creating end user documentation.
• Creating technical environment documentation for customer handover.
• Managing, monitoring and updating support tickets in the ticketing system.

Achievements:

Helped secure a global deal to on-board Amari Metals (known as Whiting Holding) in the UKS and USA after providing exceptional service and support to the Australian Division.

Responsibilities:

• Troubleshooting and Resolving Complex Support tickets (Tier 3 Support).
• Managing the support team to ensure all KPI were met.
• Reporting to the Operations Manager.
• Ensuring technicians are resolving support tickets in a timely and professional manner.
• Training and up-skilling the support team to ensure they could meet all challenges.
• Training the support team in new products the company created.
• Implementing new processes to improve support efficiency.
• Managing upset/angry customers.
• Managing Customers expectations around resolution times.
• Managing, monitoring and updating support tickets in the ticketing system.

Achievements:

Managed the project to implement Devolution's Remote Desktop Manager to improve the support teams efficiency when providing remote support.

Responsibilities:

• Providing exceptional and professional Customer Support.
• Troubleshooting and resolving high level support tickets (Tier 2 Support).
• Resolving Escalated tickets from lower tier support in a timely manner.
• Providing remote support via remote desktop tools.
• Providing on-site customer support where needed.
• Managing Customers expectations around resolution times.
• Managing, monitoring and updating support tickets in the ticketing system.
• Earlier Providing first response to customers via phone and email.
• Support ticket creation and triage.
• Providing answers to how-to questions.
• Gathering customer information to identify the customers issue.
• Solving Basic technical issues in a timely manner (Tier 1 Support).
• Escalating tickets to higher levels when needed with the appropriate information.
• Managing, monitoring and updating support tickets in the ticketing system.

This role includes providing Tier 1 level support, such as:

• Providing first response to customers via phone and email

• Support ticket creation and triage

• Providing answers to how-to questions

• Gathering customer information to identify the customers issue

• Solving Basic technical issues in a timely manner (Tier 1 Support)

• Escalating tickets to higher levels when needed with the appropriate information

• Managing, monitoring and updating support tickets in the ticketing system

Achievements:

My time spent as a Customer Service Analyst was suppose to be a 2 year trainee-ship position. However I managed to complete all the training and education (Certificate 4 in IT) within 12 months allowing me to graduate to a Customer Service Consultant earlier