Roger Cross

• Operational
  - Managed user lifecycle processes, including provisioning, de-provisioning,
  and permissions across multiple enterprise platforms.
  - Provided Level 1 and Level 2 technical support for desktop environments, including device setup, configuration, and troubleshooting hardware, software, and network issues.
  - Delivered first and second-line support for custom business applications, utilizing diagnostic tools and basic database queries to resolve user issues.
  - Served as the primary point of contact for incident resolution, escalating complex issues, tracking progress, and ensuring timely communication with stakeholders.
  - Provided front‑line support to end‑users on software and hardware issues in accordance with Vinarchy IT standards.
  - Delivered timely, accurate, and appropriate responses to customer queries; maintain a professional, empathetic attitude at all times.
  - Investigated and resolved application or data issues using appropriate tools and resources; pursued root cause to reduce repeat incidents.

Administrative

• Documentation and Process Improvement
• Ensured backup and recovery strategies are in place across relevantenvironments.
• Assessed alternative risks and solutions prior to action, to enable safe and timely resolution.
• Answered incoming calls and provided technical support; follow through with promised call‑backs and take ownership until resolution.
• Identified Critical Incidents, follow the Critical Incident Guidelines, and provided regular stakeholder updates through to closure.
• Tested and evaluated new technology; installed and configured computer hardware, software, operating systems, networks, and printers.
• Supported other projects and responsibilities as required.
  Logged all incidents and requests in the ITSM tool (Ivanti); resolved or escalated within agreed SLAs.
• Documented troubleshooting steps and progress on tasks so that users and support peers can see the current status.
• Collaborated with customers, peers, and project teams on initiatives and supported activities; contributed to continual service improvement.
• Built and imaged desktops and laptops using provided tools and the Vinarchy SOE.

Document and Process Improvement

• Maintained and enhanced IT knowledge bases and documentation, contributing to continuous improvement of support processes and internal procedures.
• Used ticketing systems to manage and process support actions and requests.

• Assisting the "ICT Support Officer - Riverland" to implement changes towards removing the need for a local server
• Assisting teachers and staff with IT issues
• Liaising with staff on regular basis to identify new issues and upcoming needs
• Commissioning new hardware
• Software install and configuration
• Teams administration and troubleshooting
• Working with hardware companies to expedite repairs
• Working with offsite support to identify and resolve issues
• Administrating student and staff accounts on the server and in the cloud

Extended duties:

• Breakfast club - movie time for students who were early to school
• Assisting wherever possible
• Assisting with Parish/Church IT issues
• Test and Tagging equipment throughout the school

• Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
• Upheld classroom routines to support student environments and maintain consistent schedules.
• Assisted teachers and Administration staff in any way possible.

• 2 weeks in Berri with Year 5/6 classroom Berri Primary School
• Our Lady of the River School for occasional days
• 3.5 weeks in Renmark – Years 8 & 10 Science – Years 8, 9 & 10 mathematics Various schools around Adelaide but not for more than a day at a time at any.
• Worked for various other schools for single days per instance

(This school has since been renamed)

• Teaching IT concepts to students
• Completed the course - "Welcome to Design: Implementing the MYP course"
• Focal point for school on ManageBac issues for both staff and parents
• Focal point for any school IT issues in general.

• Teacher year 2 students in English a British curriculum

• Teaching students about IT concepts
• Focusing on some students that needed extra English assistance

Extended duties:

• Running after school activities - Origami.

• Teaching Year 2 students in English a British curriculum
• Running an activity 'club' after school hours - Origami

Extended duties:

• Planning and teaching an inset of the Activ Inspire software to all teachers

Worked at various schools around Adelaide

• Assisting the teacher with English translation and pronounciation

Extended duties:

• Being school ambassador

Assisted a student to achieve a second best grade in a law course.

Taught some bankers business specialist English.

• Out of school hours care.

Oracle Database - Datawarehouse construction

• Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
• Continuously updated skills through training courses, workshops, and self-study—staying current on industry trends and emerging technologies.
• Debugged complex software issues, leading to a more stable product release.
• Collaborated with cross-functional teams to ensure seamless integration of new features.