Jamie Mark Oliver
Meadowvale,QLD
Summary
An experienced business administration and IT support professional, with established skills in telecommunications and customer service. Recognised as a strategic support partner who brings a solutions oriented approach to help customers and businesses resolve their IT support needs. Technical experience working with a wide variety of tools including Microsoft Office applications, JIRA Service Desk, Windows desktop operating systems, cloud technologies, Crestron and Extron hardware, Cisco TelePresence Manager (TMS), Remedy, Service Now, and Office 365 Administration. Service-oriented Customer Support Representative 10+ years of experience in contact centre operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
16
16
years of professional experience
Work History
Customer Support Agent
Department of Planning, Housing and Infrastructure
06.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
- Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
- Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
- Participated in ongoing professional development to stay current with industry best practices, company policies, and product updates.
- Delivered timely updates on ongoing cases or new product releases to keep clients informed on progress towards resolution or enhancements available within the company''s offerings.
- Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
Helpdesk Support Officer
Oroton Group Australia
02.2023 - 06.2023
- Providing 1st and 2nd level support to all users at Head Office, and Retail outlets
- Ensuring all issues and tickets are resolved in a timely fashion and logged in JIRA ticketing system
- Support and maintain Windows PCs, MAC, laptop and phone hardware
- Working with the project team to roll out DialPad solution to head office and stores
- Complete onboarding of all new users including creating accounts and software and hardware preparation
- Offboarding of all users including collection of hardware and following the offboarding procedure
- Removal of Sophos Antivirus from head office PCs and Retail stores.
Helpdesk Support Officer
Breville Australia
04.2022 - 02.2023
- Assist customer with technical issues using service desk tool Jira
- Onboarding new users
- Offboarding leaving users
- Building new laptops for new and existing users using Intune
- Maintaining user records using Active Directory / Azure AD
- Troubleshooting PC hardware and Windows and Apple operating systems
- Providing IOS and Android support for mobile devices on corporate MDM
- Creating documentation within sharepoint and Jira Confluence with Knowledge Base articles for both the internal IT team and internal staff.
Customer Support Officer
Transport for NSW (Full Time)
10.2021 - 04.2022
- Providing IT Support to users working from home
- Building computers using SCCM
- Preparing computers to be shipped to TFNSW sites and remote users
- Assisting users with logging into their new laptop and setting up their new laptop.
Technical Support Engineer
UKG (Ultimate Kronos Group) (Contract)
08.2021 - 10.2021
- Assist customers with the use and usability of our UKG Ready application
- Provide help desk support to customers using Service Now ticketing system and chat function
- Attend daily stand ups with APAC team
- Building laptops through SCCM and asset tracking and shipping laptop to remote users
- Assisting customers using teams to resolve windows 10 and Mac OS issues.
Technical Support Analyst
Boral
04.2021 - 08.2021
- Create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of incidents and service requests and enable users to become more self-sufficient
- Accurately record, update and document requests using the IT service desk system Cherwell
- Install and configure new IT equipment, redeployment of existing equipment and associated asset management and user account administration.
Service Centre Consultant
Sydney University
07.2020 - 03.2021
- Triage emails and tickets using Service Now
- Unlocking accounts and resetting passwords within Active Directory AD
- Taking calls from staff and students regarding OKTA (Multi Factor Authentication) issues.
Helpdesk Officer
Sydney Night Patrol (SNP) Security
06.2019 - 07.2020
- Effectively manage and resolve requests for IT networking and applications support within agreed SLAs
- Triage and resolve Level 1 requests received by phone and email
- Liaise with second level escalations and third party vendors as required
- Manage and administer backup records of all company digital files
- Provide procurement management of IT infrastructure including laptops, desktop PCs, servers and printers
- Administer and maintain cross organisation software such as anti-virus systems.
Collaboration Specialist
Optus
05.2015 - 05.2019
- Managed customer video conference scheduling requests
- Provided level 1 & 2 support to global managed service customers to identify and resolve issues
- Monitored supported mailboxes and managed queries, logging tickets in Remedy and Service Now for all issues
- Responded to, recorded and resolved incoming service requests in a timely and professional manner
- Created virtual meeting rooms and monitored conferences to ensure they ran smoothly
- Performed SNMP monitoring, alert filtering and case creation duties
- Attended customer sites and undertook live concierge as required
- Created call manager profiles for new system onboarding and provided customers with UAT testing as required.
Help Desk Analyst
Broadreach Services Pty Ltd (outsourced by Optus)
08.2012 - 05.2015
- Managed customer video conference scheduling requests
- Provided level 1 & 2 support to global managed service customers, both small business and enterprise, to identify and resolve issues
- Ran start-of-day health checks to make sure all customer environments were working
- Monitored supported mailboxes and managed queries, logging tickets in Remedy or Service Now for all issues
- Responded to, recorded and resolved incoming service requests in a timely and professional manner
- Created virtual meeting rooms and monitored conferences to ensure they ran smoothly
- Completed change documentation to perform work on endpoints and infrastructure as required
- Attended customer sites and undertook live concierge as required
- Created call manager profiles for new system onboarding and provided customers with UAT testing as required.
IT Support Officer
Redox Pty Ltd
08.2008 - 04.2012
- Management and maintenance of head office IT infrastructure
- Monitored systems and data services to ensure data integrity and adherence to procedures, including investigations of breaches to company policy and reporting on errors
- Maintained asset databases and records for all 8 Redox locations, including tracing assets and investigating missing or lost assets
- Provided technical support to employees on a variety of IT problems and faults
- Maintained a stringent backup protocol to minimize data loss in the event of a system failure
- This included procedure development and management of offsite backup systems
- Installation and distribution of IT infrastructure including the setup, maintenance and monitoring of all computer hardware for staff and executives
- Conduct presentations at departmental meetings on system development and new product investigation.
Education
Skills
- Complaint Handling
- CRM Software
- Customer service excellence
- Data Management
- Customer Success Management
- Problem-Solving
- Time Management
- Attention to Detail
References
Available upon request
Timeline
Customer Support Agent
Department of Planning, Housing and Infrastructure
06.2023 - Current
Helpdesk Support Officer
Oroton Group Australia
02.2023 - 06.2023
Helpdesk Support Officer
Breville Australia
04.2022 - 02.2023
Customer Support Officer
Transport for NSW (Full Time)
10.2021 - 04.2022
Technical Support Engineer
UKG (Ultimate Kronos Group) (Contract)
08.2021 - 10.2021
Technical Support Analyst
Boral
04.2021 - 08.2021
Service Centre Consultant
Sydney University
07.2020 - 03.2021
Helpdesk Officer
Sydney Night Patrol (SNP) Security
06.2019 - 07.2020
Collaboration Specialist
Optus
05.2015 - 05.2019
Help Desk Analyst
Broadreach Services Pty Ltd (outsourced by Optus)
08.2012 - 05.2015
IT Support Officer
Redox Pty Ltd
08.2008 - 04.2012
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