Troy Scott
Brookfield
Summary
I have worked in both the government and private sectors and bring 18 years of experience working in a high pressure environment under tight deadlines. Holding multiple roles at any one time I acted as the regional safety OH&S safety officer, staff
Union Rep, Chief first aid officer and warehousing manager. My duties involved ensuring all laws and legislation was followed and kept up to date by ensuring all equipment was maintained and in a working order as well as organising andconfirming staff members were had and were practicing safe work procedures.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Picker
Toll Australia
08.2022 - 01.2023
- Worked fast to meet assigned daily picking quotas.
- Pulled orders quickly to maintain demanding productivity goals.
- Verified proper labeling and identification on all orders before shipment.
- Demonstrated flexibility in adapting to various shifts and schedules while maintaining consistent performance standards throughout periods of increased workload demands or personnel shortages.
- Followed safety protocols and procedures to minimize workplace accidents.
- Supported other warehouse functions such as receiving, stocking, and shipping when needed, demonstrating versatility within the team.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Safely and securely loaded items to prevent damage during transport.
- Transported merchandise pallets to move in warehouse.
ICT Project Manager & Warehouse Manager
Unisys Australia - Department of Defence (Contract)
09.2016 - 11.2019
- Led cross-functional teams to deliver complex ICT projects on time and within budget.
- Developed strategic project plans, aligning objectives with organizational goals and stakeholder needs.
- Implemented risk management frameworks, proactively identifying and mitigating project risks.
- Oversaw resource allocation, optimizing team performance and enhancing project efficiency.
- Mentored junior project managers, fostering professional growth and knowledge-sharing within the team.
- Analyzed project performance metrics, identifying areas for improvement and driving process enhancements.
- Coordinated with external vendors and partners to integrate new technologies into existing systems effectively.
- Developed comprehensive project plans, effectively tracking progress to ensure timely completion of milestones.
- Engaged stakeholders to provide project requirements, scope and status reporting.
- Developed training materials for end-users, ensuring smooth adoption of new systems upon rollout.
- Implemented risk management strategies to proactively address potential issues and minimize impact on project timelines.
- Evaluated emerging tools and technologies for potential incorporation into future projects.
- Increased customer satisfaction rates by consistently delivering high-quality solutions on time and within scope.
- Established standard operating procedures and preventive maintenance on newly acquired systems.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Managed projects from procurement to commission.
- Monitored and tracked project progress to support timely completion.
- Generated reports for IT project progress and performance.
- Coordinated with external vendors to deliver IT project components.
- Managed various IT projects to meet deadlines and customer requirements.
- Oversaw daily warehouse operations, ensuring efficient workflow and adherence to safety protocols.
- Coordinated shipping and receiving activities, optimizing transportation logistics for timely deliveries.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
- Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.
- Coordinated with vendors to verify timely delivery of materials and supplies, avoiding delays.
- Streamlined operations for faster order processing by updating warehouse layout and organization.
IT Support Officer - APS 5 ITO 1
Department of Defence - Defence Support Group (CIOG)
09.2008 - 09.2016
- Managed hardware and software installations, ensuring compliance with company standards and policies.
- Developed user guides and documentation for troubleshooting common IT problems, enhancing team knowledge base.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
- Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
IT Support Officer - APS 5 ITO 1
Department of Defence - Defence Support Group (CIOG)
04.2006 - 09.2008
- Reduced resolution time with thorough problem analysis and timely escalation to appropriate departments.
- Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
- Developed a comprehensive knowledge base, enabling faster response times for common support queries.
- Collaborated with cross-functional teams to resolve complex technical problems and deliver prompt solutions.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement and/or repair of damaged or malfunctioning hardware.
- Investigated and resolved hardware/software conflicts.
- Developed training materials and resources for staff to enhance knowledge and performance in client interactions.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
- Responded proactively and positively to rapid change.
IT Support Officer - APS 5 ITO 1
Department of Defence - Land Engineering Agency (LEA)
08.2005 - 04.2006
- Delivered exceptional customer service and support to resolve inquiries and issues efficiently.
- Coordinated communication between departments to streamline operations and enhance service delivery.
- Implemented processes to improve response times, ensuring timely resolution of client concerns.
- Developed training materials and resources for staff to enhance knowledge and performance in client interactions.
- Collaborated with cross-functional teams to align support strategies with organizational goals and objectives.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices, ensuring top-quality service delivery at all times.
- Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Identified recurring issues among customers'' concerns, proposing product improvements based on this feedback for better user experience overall.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Served as a reliable point of contact between clients and specialized teams within the organization, streamlining communication pathways effectively.
- Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
- Monitored performance metrics regularly, taking corrective actions as needed to maintain high levels of service excellence consistently.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Maintained up-to-date knowledge of product and service changes.
Business Systems Officer - APS 4/5
Department of Defence - Defence Material Organisation (DMO)
07.2002 - 08.2005
- Collaborated with stakeholders to align systems with organizational goals.
- Managed system upgrades and integrations, ensuring minimal disruption to operations.
- Facilitated troubleshooting efforts, resolving issues promptly to maintain continuity.
- Conducted comprehensive system audits, identifying areas for improvement and developing action plans to address concerns.
- Managed IT infrastructure, ensuring reliable network connections and minimal downtime for users.
- Increased system efficiency by implementing new software solutions and streamlining processes.
- Evaluated emerging technologies, making recommendations for upgrades or replacements that would benefit company operations.
- Provided technical support to staff members, resolving issues quickly to minimize disruptions in daily operations.
- Established effective communication channels between IT departments and end-users, fostering collaboration on technology initiatives.
- Collaborated with cross-functional teams to develop innovative technology strategies aligned with business goals.
- Managed life cycle replacement of hardware and software.
- Implemented and maintained technology and software budget.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Liaised with other departments to minimize network interruptions and possible downtimes.
ICT Helpdesk - APS 3
Department Of Defence - Defence Material Organisation (DMO)
03.2002 - 07.2002
- Member of Incident Response Team attending to any and all reported incidents with-in targeted time frames.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
ICT Support Technician
Air Services Australia
04.1999 - 03.2002
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored ticketing system to prioritize urgent issues, ensuring prompt resolution of critical incidents.
- Used ticketing systems to manage and process support actions and requests.
- Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process.
- Configured hardware, devices, and software to set up work stations for employees.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs.
IT Technician & Sales
Totek Computer Systems
02.1996 - 04.1999
- Diagnosed and resolved hardware and software issues for diverse client systems.
- Managed installation and configuration of operating systems, applications, and network devices.
- Provided technical support via phone, email, and in-person to enhance customer satisfaction.
- Maintained accurate records of service requests and resolutions in ticketing system.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Configured systems according to prescribed software and hardware frameworks.
Education
Associate of Science - Computer Science
Victoria University
Footscray, VIC03-2002
High School Diploma -
Melton Secondary College
Melton, VIC12-1996
Skills
- IT troubleshooting
- Information security
- Problem-solving skills
- End user support
- Network administration
- Device configuration
- Advanced computer proficiency
- Hardware installations
- IT asset management
- IT compliance
- Confidential data management
- Presentations
- Project coordination
- Root-cause analysis
- Project management
- Enterprise architecture
- Company policy adherence
- Stakeholder collaboration
- ITIL framework
- IT service management
- Permissions management
- Hardware upgrades
- Technical support
- Software installation
- Customer service
- Issue troubleshooting
- Application support
- System administration
- Desktop support
- Technical troubleshooting
- Remote support
- Staff education and training
- Ticket management
- Customer service expert
- User credential management
- Data recovery
- Order picking
- Barcode scanners
- Packing accuracy
- Loading and unloading
- Heavy lifting
- Truck loading
- Warehouse safety
Accomplishments
2003 - Awarded the 'Team of the Year' from the Department of Defence. This was a national award given to myself as part of a small 4 person I.C.T. team for testing and implementation of
a critical piece of project management software that was to be used across all future projects relating to Defence capabilities. Not only implementing the platform but also supporting it for
thousands of clients across the state and ensuring its compatibility across various systems and architectures.
Certification
- 2005 - Veritas Backup Executive - VERITAS UNIVERSITY
- 2006 - Customer Service for IT Professionals - DIMENSION DATA
- 2006 - Managing & maintaining a Windows Server 2003 Environment - DIMENSION DATA
- 2007 - Supporting Windows XP - DIMENSION DATA
- 2007 - Supporting Defence Standard Operating Environments - DIMENSTION DATA
- 2008 - Ethical Hacking - DIMENSION DATA
- 2008 - Project Management in ICT environments - DIMENSION DATA
- 2008 - Certificate IV in networking - BLENDED LEARNING INTERNATIONAL
- 2015 - Occupational First Aid Skill Set (HLTSS00027) - ST. JOHNS
- 2016 - HSR (Health & Safety Representative) Initial Certification
Timeline
Picker
Toll Australia
08.2022 - 01.2023
ICT Project Manager & Warehouse Manager
Unisys Australia - Department of Defence (Contract)
09.2016 - 11.2019
IT Support Officer - APS 5 ITO 1
Department of Defence - Defence Support Group (CIOG)
09.2008 - 09.2016
IT Support Officer - APS 5 ITO 1
Department of Defence - Defence Support Group (CIOG)
04.2006 - 09.2008
IT Support Officer - APS 5 ITO 1
Department of Defence - Land Engineering Agency (LEA)
08.2005 - 04.2006
Business Systems Officer - APS 4/5
Department of Defence - Defence Material Organisation (DMO)
07.2002 - 08.2005
ICT Helpdesk - APS 3
Department Of Defence - Defence Material Organisation (DMO)
03.2002 - 07.2002
ICT Support Technician
Air Services Australia
04.1999 - 03.2002
IT Technician & Sales
Totek Computer Systems
02.1996 - 04.1999
Associate of Science - Computer Science
Victoria University
High School Diploma -
Melton Secondary College
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