Summary
Overview
Work History
Education
Skills
Timeline
Generic

Micah Roy

Brunswick East

Summary

A committed technical professional with wealth of experience in maintaining and repairing advanced equipment. Known for delivering high-quality technical support and consistently improving operational efficiency. Focused on team collaboration, achieving results, and adapting to changing needs. Skills include diagnostics, problem-solving, and effective communication.


Overview

20
20
years of professional experience

Work History

Field Technician

MEQ Probe
11.2022 - 09.2024
  • Customer Support and Retention
  • Actively listening and communication to clients at a senior management level and a floor manager level. Providing insights and reporting back to MEQ management for ongoing support and client renewal prospects.
  • Implementing ongoing client support processes across six sites in Victoria, including but not limited to Operator Training, Equipment Servicing and Management, Emergency Site Call out for servicing and training, On Site Parts Inventory Management (Parts Request, Shipping, Installation and Storage).
  • Equipment installation and recommendations on placement and process flow.
  • Working across internal teams and on site teams to reach a support resolution. With minimal down time to the clients production and data integrity.
  • Data Collection and Feedback
  • Attending site to collect meat trait data which was utilised to calibrate and report back to clients.
  • Training over 35 Clients and Staff
  • Creating, Editing and Revising internal training documentation.
  • Training new hires on business standard operating procedures, workplace health and safety practices across each site managed, work instructions and client interactions (written and verbal).
  • Parts Assembly and Inventory
  • Assisting with stock take of inventory with the factory team.
  • Manufacturing components and entering each manufacturing order (MO) into the parts inventory system.
  • Discussing improvements for equipment with the engineers. Reporting parts and equipment failures to the factory and management teams.
  • CRM Support Lead
  • Meeting with internal management and CRM provider (HubSpot) to reach acceptable access and implementation for the support team.
  • Building CRM internal documentation for business development (BD) and field team (FT)
  • Data Entry Templates (Leads, Tickets, Reports)
  • Support Software Implementation
  • Support Documentation (SOPs and WIs)
  • Duplicate Management (Leads, Contacts, Companies)
  • Parent/Child Company Setup and Implementation

Support Officer

Practical Systems Ltd
09.2018 - 04.2022
  • Customer relationship management (CRM) software officer
  • Assisting with transitioning from offline programs to a online CRM system (ZOHO).
  • Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
  • Researching and liaising with upper management to integrate archival data into the online system.
  • Sales support and accounts follow up.
  • Completing market research, generating targeted contact listings.
  • Assist sales staff with organizing events and obtaining sales targets.
  • Oversaw and managed following up unpaid client accounts negotiating payment and listening to their needs whilst working in tandem with the sales team to assist in retaining the clients.
  • Software Support role (Stockbook and Cashbook Software)
  • Rapidly adapting to working with clients to support their software along with managing their databases. This included extracting data, repairing data and building reports so the client can make management decisions.
  • Induction of new clients to assist with:
  • Client retention
  • Assisting the clients utilizing the program to assure that they are collecting data correctly and maintain the data integrity.
  • Along with checking in at three, six and ten months with new clients via email to assess their competency in utilizing the programs.
  • Software testing, utilising Atlassian JIRA and Confluence suites to monitor and report bugs. Performing regression testing to assist the development team
  • Generating software support documentation for the updated features.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
  • Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
  • Streamlined workflows for enhanced efficiency by identifying and implementing process improvements.

Work Experience Role

ABRI (Australian Business Research Institute)
02.2018 - 02.2018
  • I got experience understanding how a tiered workplace functions
  • Experience with data entry
  • Writing code for data analysis and data recall
  • Critical thinking about information technology importance in livestock breeding and genetic management.
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.

Work Experience Role

Landmark Armidale
01.2016 - 01.2016
  • I assisted with stock take
  • Point of sales
  • Customer service
  • Product upselling
  • Order placement and fulfillment
  • Making myself aware of chemical sales and active ingredients
  • Feed sampling for nutritional testing, grains, silage and pasture
  • Data entry of POS
  • Livestock transferal of ownership
  • Weekly sales figures (sheep and cattle)

Work Experience Role

CHRRUP (Central Highlands Regional Resources Use Planning Cooperative)
11.2015 - 12.2015
  • My time at CHRRUP was sent assisting field officers with daily duties associated with their positions. Tasks included:
  • Assessing properties for funding, pasture grading, ground cover levels (A, B, C, D and E), discussing land and resource management techniques with producers.
  • Property mapping with ArcGIS, Google Earth and heritage mapping (Queensland government property zoning).
  • Using reporting software (enQuire) to assist with applying for grant money for projects such as, pasture improvement, riparian fencing, land amendments, fixing gullies and stabilizing ridge lines.

Part Time Console Operator

Coochin Creek Cooperative Shell Shop
01.2013 - 01.2015
  • This was a casual weekend position consisting of:
  • Being charge of point of sale
  • Organizing opening and closing procedures
  • Managing stock rotation
  • Ordering stock and fuel
  • Customer and front of house service.

Farmhand and Animal Manager

Royston Downs Limousin Stud
01.2006 - 01.2014
  • Communicate with vets and stud owners about
  • Animal health and welfare
  • Animal nutrition requirements for breeding and store sales
  • Vaccination and drenching programs.
  • Performing property maintenance, such as
  • Fencing (temporary flood fencing and permanent fencing)
  • Fertilizing pasture
  • Pasture rotation system
  • Pasture seeding
  • Machinery maintenance.

Contract Truck Driver (6 Months)

Timnik Transport
01.2012 - 01.2013
  • Ordering scheduled pickups and deliveries for the day
  • Meeting time sensitive delivery requirements
  • Working in a team environment.

Contract Machine Operator (6 Months)

Leucena Chop
01.2012 - 01.2012
  • Driving and maintaining the machinery.
  • Shift work with the other employees.
  • Communicate with management about job timeframe and any unforeseen issues.
  • Followed detailed instructions to operate machines with accuracy and produce quality products.
  • Set up and adjusted equipment and properly configured machines for daily operation.
  • Complied with company and OSHA safety rules and regulations.

Pack House Assistant, General Farmhand

Coolhaven Farms
01.2005 - 01.2012
  • This position was full time all-rounder
  • Working in an environment with lots of different nationalities
  • Horticultural maintenance (infrastructure and assets)
  • Tractor and machinery operations
  • Assisting with irrigation management, fertigation
  • Maintaining quality assurance requirements
  • Staying up to date with market requirements and communicating any news between the pack house and field managers.
  • Assisting with packing and distribution to markets (Rocklea Fruit and Veg Markets, Brisbane)

Work Experience (4 Weeks)

Rowan Farm Butcher
01.2010 - 01.2010
  • Assisting in slaughter and preparing cuts of meat.
  • Understanding welfare and anatomy of cattle for human consumption.

Education

Microsoft Excel Course Level I & II -

University of Sydney
Armidale, NSW
11.2021

WordPress Introduction Course -

City Desktop Training
Sydney, NSW
02.2020

Rural Science with Honors -

University of New England
Armidale, NSW
10.2017

Skills

  • Logical analysis in tandem with creative approach to complex problems
  • Multi team collaboration
  • Adaptability to new tasks and roles
  • Communication (written and verbal)
  • Attentive listening and empathy
  • Research and comprehension
  • Workplace safety
  • Data collection
  • Field operations

Timeline

Field Technician

MEQ Probe
11.2022 - 09.2024

Support Officer

Practical Systems Ltd
09.2018 - 04.2022

Work Experience Role

ABRI (Australian Business Research Institute)
02.2018 - 02.2018

Work Experience Role

Landmark Armidale
01.2016 - 01.2016

Work Experience Role

CHRRUP (Central Highlands Regional Resources Use Planning Cooperative)
11.2015 - 12.2015

Part Time Console Operator

Coochin Creek Cooperative Shell Shop
01.2013 - 01.2015

Contract Truck Driver (6 Months)

Timnik Transport
01.2012 - 01.2013

Contract Machine Operator (6 Months)

Leucena Chop
01.2012 - 01.2012

Work Experience (4 Weeks)

Rowan Farm Butcher
01.2010 - 01.2010

Farmhand and Animal Manager

Royston Downs Limousin Stud
01.2006 - 01.2014

Pack House Assistant, General Farmhand

Coolhaven Farms
01.2005 - 01.2012

Microsoft Excel Course Level I & II -

University of Sydney

WordPress Introduction Course -

City Desktop Training

Rural Science with Honors -

University of New England

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Micah Roy