Luke Goltz
Melton West,VIC
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
IT / Operations Manager
The Happy Apple Group
01.2019 - Current
- Manage all technologies used in the business including Point of Sale, Google Suite, All computer systems across the group
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Change Management - Identify Gaps in Knowledge or technology implementation at the store level
- Update process and procedures used in day-to-day operations of the group
- Operated as project manager for IT adjacent projects, providing solutions to staff on case-by-case basis.
- Developed exhaustive data reports and analysis to upper-management.
- Oversaw implementation and application of SaaS tools across entire company system.
- Diagnosed and resolved hardware and software issues.
- Diagnosed and executed resolution for network and server issues.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Reviewed technical work of consultants and third-party support providers.
- Presented business leaders with ROI estimations to drive project planning.
- Analysed existing systems and databases and recommended enhancements to solve business needs
Service Lead
SignIQ
01.2017 - 11.2019
- Manage Level 1 Support team - Coach, train and organise rostering for Level 1 support team
- Onboarded new employees with training and new hire documentation.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Support Operations - Analyse, identify, and reduce incoming support calls
- Cross-trained existing employees to maximize team agility and performance.
- Freshdesk Admin - Championed the overhaul of the service desk, introducing and optimizing processes and procedures for heightened performance
- Customer Success - As part of my role I also make outbound calls to customers to make sure they are getting the most out of the system and assist with any issues they may be experiencing
- Developed department processes and procedures to boost customer satisfaction.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Account Management - Being the main point of contact for accounts to make sure their needs are being met in a timely manner.
- Inbound Sales - For accounts smaller than 25 stores I also handle the sales process from beginning to end.
Level 2 Support and Installation Technician
Worldsmart Retail
01.2014 - 01.2017
- Level 2 Support Technician - Utilising a ticketing system to prioritise and respond to support requests for all stores in Victoria and Tasmania.
- Onsite installations and training - Installation of hardware into various stores
- Training customers on how to use and better utilise the hardware and software in a store environment, including how to improve on current store procedures.
- System conversions - Bringing across stores from one POS vendor to Worldsmart
- Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.
- E-Commerce - With the integration with the MyFoodLink online shopping portal I completed the integration to the Worldsmart POS System as well as training the customer remotely onhow to use and run the online shop, including best practices at a store level.
- Installed and configured new equipment and systems according to company standards.
Technical support officer
OrderMate POS
01.2013 - 01.2013
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
Key Corp Services
01.2013
- Eftpos installation team for Nab, Commonwealth, HI-Caps, Bendigo bank, bank west
Crew Trainer
McDonalds
01.2009 - 01.2013
- Kitchen crew member and trainer
IT Technician
Innovatech (for McDonalds)
01.2008 - 01.2010
Education
High School Diploma -
Mildura Senior College
11.2011
Skills
- Analytical Thinking
- Supervision and leadership
- Google Workspace
- Excellent Written and Verbal communication
- Call Management
- Complaint Resolution
- Computer Proficiency
- Client Relations
- Training and Mentoring
- Technical Support
- Technical Analysis
- Freshdesk certified Admin
References
- Adrian Trantino, Direct Manager, 0409 093 244
- Aaron Johnson, Colleague, 0488 032 062
Timeline
IT / Operations Manager
The Happy Apple Group
01.2019 - Current
Service Lead
SignIQ
01.2017 - 11.2019
Level 2 Support and Installation Technician
Worldsmart Retail
01.2014 - 01.2017
Technical support officer
OrderMate POS
01.2013 - 01.2013
Key Corp Services
01.2013
Crew Trainer
McDonalds
01.2009 - 01.2013
IT Technician
Innovatech (for McDonalds)
01.2008 - 01.2010
High School Diploma -
Mildura Senior College
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