Neha Laverne
Doncaster East,Australia
Summary
Graduate IT professional and former Application Support Specialist L2 at Zedmed, with experience in troubleshooting, software support, and database management. Adept at enhancing system performance and user experience through critical thinking and problem-solving. Strong teamwork and collaboration skills, ensuring seamless communication between technical teams and end users. Detail-oriented and adaptable, committed to delivering efficient solutions that align with business needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Application Support Specialist Level 2 (Contract)
Zedmed
Melbourne, VIC
08.2024 - 01.2025
- Provided Level 2 support for Zedmed practice management software, diagnosing and resolving complex technical issues
- Supported third-party integrations, troubleshooting API-related issues and connectivity problems
- Used TeamViewer to remotely assist customers, resolving software, configuration, and performance issues
- Investigated system logs, database queries, and error messages to identify and resolve application faults
- Escalated unresolved issues to Level 3 support and vendors when necessary
- Managed user access, permissions, and system configurations based on business requirements
- Facilitated troubleshooting processes to address technical challenges faced by diverse stakeholders in the healthcare sector.
- Logged and managed support tickets using Jira and Atlas as ITSM tools, ensuring timely resolution of incidents
- Conducted root cause analysis (RCA) for recurring issues and recommended long-term solutions
- Collaborated with developers, IT teams, and stakeholders to optimize Zedmed software performance and integrations
Clinical Receptionist
Align Psychology
Templestowe Lower, VIC
06.2022 - 07.2024
- Ensure data accuracy by meticulously managing and inputting information into health record database systems
- Streamline workflows by providing feedback to enhance procedures and system efficiency
- Enhancing client experience by efficiently managing front desk operations
- Assisting clinical staff with administrative tasks, enabling them to focus on core functions
Reception Manager
Manningham General Practice
Templestowe Lower, Vic
07.2019 - 05.2022
- Enhanced operational efficiency through effective team collaboration.
- Directed team of 15 through implementation of robust training initiatives to enhance operational efficiency.
- Developed frameworks that supported cost-effective resource utilization.
- Implemented innovative IT system to enhance data management.
- Oversaw the hiring procedure, identifying individuals who aligned with team's goals and technical criteria.
- Addressed client concerns swiftly, showcasing effective problem resolution.
Medical Receptionist
Manningham General Practice
Templestowe Lower, VIC
03.2018 - 07.2019
- Streamlined front desk processes, enhancing overall user engagement.
- Enhanced system efficiency by refining scheduling workflows.
- Managed large numbers of requests, escalating issues to relevant teams with clear communication.
Education
Bachelor of Applied Information Technology -
La Trobe University
Melbourne, VIC01.2025
Skills
- Application support
- Troubleshooting
- User support
- Written and Verbal Communication
- Teamwork and Collaboration
- Networking Knowledge
- Network Security
- Python
- Cybersecurity Fundamentals
- Virtualization Technologies
- Database Management
- Cloud Computing
Technical Skills
Developed and applied the following technical skills through university coursework and assignments:
- Constructed tables, populated data, and ran SQL queries on AWS RDS database.
- Developed a Teacher Scheduling system as a group project using Python, implementing codingbest practices and debugging. Used GitHub for version control and collaboration.
- Developed a Java OOP-based car rental booking system with car availability and bookingsummaries.
- Conducted prototype and user acceptance testing.
- Designed network solutions for SOHO, implemented VLANs, configured port security, and troubleshot Ethernet on Cisco Packet Tracer.
- Automated AWS CloudFormation deployments, monitored resources via CloudWatch, and managed cloud storage & databases.
- Worked on data preparation, regression models (linear, logistic), and KNN for predictive analysis using Python.
- Conducted vulnerability assessments, defined access control, and implemented firewall security using Network Firewall Visualization tools.
- Used Jira and Microsoft Project for project planning, work breakdown structures, and Gantt charts.
Certification
- The Cybersecurity Threat Landscape - LinkedIn Learning
- Programming Foundations: Web Security - LinkedIn Learning
- Project Management Foundations: Requirements - LinkedIn Learning Project Management Institute
References
References available upon request.
Timeline
Application Support Specialist Level 2 (Contract)
Zedmed
08.2024 - 01.2025
Clinical Receptionist
Align Psychology
06.2022 - 07.2024
Reception Manager
Manningham General Practice
07.2019 - 05.2022
Medical Receptionist
Manningham General Practice
03.2018 - 07.2019
Bachelor of Applied Information Technology -
La Trobe University
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