Summary
Overview
Work History
Education
Skills
Hobbies
Certification
Timeline
Hi, I’m

Emma Milley

Manor Lakes,VIC

Summary

Dynamic Tech Consultant with years of software troubleshooting and dedicated time for regression testing collaborating with the QA Analysts and Developer Teams.

Excels at learning new software tools and best practices in software quality assurance.

Grasps new concepts and ideas quickly, and is ready to contribute to company success.

Overview

16
years of professional experience
1
Certification

Work History

MRI Box+Dice

Tech Consultant
10.2021 - Current

Job overview

  • Provided technical training both online and in-person, ranging from individuals to groups of 10+, resulting in reduced escalated concerns.
  • Authored best practices documentation for use in existing personnel training and new personnel onboarding processes.
  • Collaborated with various departments including current and potential 3rd parties, using discovery processes to enhance the software.
  • Resolved errors and concerns during onboarding client ETL through troubleshooting and collaboration with Product Team.
  • Assisted BAs, Account Managers, and Product Team with escalated needs.
  • Increased knowledge in areas outside of role, such as System Administration and backend development.
  • Outside of role, resolved JIRA cards relating to frontend development, specifically in HTML, CSS, JavaScript, jQuery, and liquid (Shopify).

MRI Box+Dice

Support Analyst
06.2019 - 10.2021

Job overview

  • Monitored helpdesk and responded to incoming tickets to address support needs via specialised ticket tracking platforms.
  • Managed service follow-up communications, confirming satisfactory resolution of clients' service requests via email and phone.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback and providing smoother client experience.
  • Collaborated with 3rd parties to resolve advanced problems.
  • Broke down and evaluated user problems, using test environments, personal expertise, and inquiry questions.
  • Authored internal knowledge based documentation for existing personnel and new personnel
  • Authored client facing documents, resulting in reduction of helpdesk calls
  • Outside of role, performed rigorous software regression testing, ensuring all fixes are resolved ready for next release

O'Brien Icehouse

Ice Technician & Customer Service
12.2012 - Current

Job overview

  • Leveraged ice resurfacing and maintenance equipment to maintain high quality of ice surface, ensuring all patrons have valued experience.
  • Exercised precautions to maintain safety and avoid accidents in wet and slippery conditions.
  • Demonstrated respect, friendliness and willingness to help wherever needed, including ticketing, skate hire, cafe, and general facility tasks.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Hosted corporate events, including coaching large groups in ice sports from young children to elderly people.

Ticketmaster

Product Support Analyst
07.2018 - 04.2019

Job overview

  • Managed and prioritised multiple projects simultaneously, worked independently and drove results.
  • Identified, triaged, troubleshooted, and escalated issues to internal and overseas personnel along with clear outline of problems and technical detail.
  • Performed administrative tasks such as data extraction via MySQL, password server approvals, and ticket setups

Ticketmaster

Event Programmer
08.2017 - 07.2018

Job overview

  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-to-day duties accurately and efficiently.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to ensure end product is accurate.
  • Improved operations through streamlining repetitive tasks.

Ice Palace

Ice Technician
12.2011 - 11.2012

Job overview

  • Leveraged ice resurfacing and maintenance equipment to maintain high quality of ice surface, ensuring all patrons have valued experience.
  • Exercised precautions to maintain safety and avoid accidents in wet and slippery conditions.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Provided assistance during special events, ensuring rink transformation from ice to dry floor events transitioned safely and with ease.

Education

W3Cx

Professional Certificate from Front-End Web Development
09.2022

University Overview

Calam Training / Praxis Victoria

Certificate IV from Youth Work
11.2013

University Overview

University of Melbourne
Melbourne, VIC

Bachelor of Science from Zoology
11.2012

University Overview

Skills

  • Client Relationship-Building
  • Written and Oral Communications
  • User Acceptance Testing (UAT)
  • Technical Competency and Support
  • Web Development Projects
  • Website Updating
  • Standard-Compliant Coding
  • Code Debugging and Fixes
  • Responsive Design
  • Website Best Practices

Hobbies

Hobbies

In my free time, you might just find me working on a coding project, playing board games with friends, or baking in the kitchen.

If the weather is nice, I may just travel to an adventurous place and hike with my dog.

Anything adventurous, and I'm in!

Certification

Yvonne Colla (Yvey)

Support Team Lead

MRI Box+Dice

0434 554 032


Jenny T Villaran

Former colleague at MRI Box+Dice

Senior QA Analyst

BillingPlatform

+63 968 772 4173 (WhatsApp)


Luke Everson

Front End Web Developer

MRI Box+Dice

0435 066 652

Timeline

Tech Consultant
MRI Box+Dice
10.2021 - Current
Support Analyst
MRI Box+Dice
06.2019 - 10.2021
Product Support Analyst
Ticketmaster
07.2018 - 04.2019
Event Programmer
Ticketmaster
08.2017 - 07.2018
Ice Technician & Customer Service
O'Brien Icehouse
12.2012 - Current
Ice Technician
Ice Palace
12.2011 - 11.2012
W3Cx
Professional Certificate from Front-End Web Development
Calam Training / Praxis Victoria
Certificate IV from Youth Work
University of Melbourne
Bachelor of Science from Zoology

Yvonne Colla (Yvey)

Support Team Lead

MRI Box+Dice

0434 554 032


Jenny T Villaran

Former colleague at MRI Box+Dice

Senior QA Analyst

BillingPlatform

+63 968 772 4173 (WhatsApp)


Luke Everson

Front End Web Developer

MRI Box+Dice

0435 066 652

Similar Profiles

  • Zyhri Williams

    Zyhri WilliamsZyhri Williams

    Graphic Designer at Rutgers DICEGraphic Designer at Rutgers DICE

    View Profile
  • Erwan GEORGES

    Erwan GEORGESErwan GEORGES

    Account Director at DICE FMAccount Director at DICE FM

    View Profile
  • Kumaraswamy Aditya

    Kumaraswamy AdityaKumaraswamy Aditya

    Project Manager, TMS Implementation at First Abu Dhabi Bank (Dice Tek LLC)Project Manager, TMS Implementation at First Abu Dhabi Bank (Dice Tek LLC)

    View Profile
Emma Milley