Auckland, Auckland, New Zealand
A seasoned professional with expertise in business and IT system analysis, specializing in the assessment and optimization of both business processes and technical systems. Experienced in Level 3 IT consumer support with a focus on enhancing user experience and troubleshooting technical issues. Experienced in quality assurance practices to ensure software and system functionality meet business requirements and standards. Expertise in data analytics, leveraging data to drive business decisions and insights. Solid background in cloud computing, providing scalable and efficient solutions. Strong understanding of AGILE project management methodologies, ensuring successful project delivery and continuous improvement. Experienced in ICT Tutoring, training teams and individuals to enhance technical skills and knowledge. Proficient in digital forensics for identifying and resolving security and data integrity issues.
Tier 3 Support Agent Issue Resolution, • Serve as the primary escalation point for issues raised by Tier 2 Technical Support. • Reproduce and confirm product defects and report these issues to the Engineering and Product Management teams for future evaluation. • Resolve customer and related issues that are escalated from Tier 2 support. • Identify and troubleshoot issues related to databases, vehicle hardware, and Depot SaaS. • Ensure issues are resolved within the committed deadlines. • Provide regular updates to Tier 2 Technical Support and, when necessary, to customers regarding the status of escalated issues. Problem Management, • Diagnose the root causes of issues to identify underlying problems. • Analyse problems, recommend solutions, and implement preventative measures to avoid recurrence. • Escalate product-related bugs, UX issues, or missing help content to Engineering and Product Managers, and track the progress of these escalations. • Use project management and tracking tools like Jira and Salesforce Case to effectively manage issues. Analytics, • Generate regular internal reports on issues and problems to track ongoing progress. • Produce both ad-hoc and regular customer reports. • Maintain and update the issue and problem knowledge database in Confluence. Knowledge Sharing, • Build and continuously update the Tier 3 Support Knowledge Base. • Train new team members to ensure they are well-prepared for handling escalated issues. • Provide training and skill development for Level 1 and Level 2 staff to ensure team growth and capability.
Oversee software and hardware updates: Regularly evaluate and implement necessary upgrades to ensure that all systems and infrastructure remain efficient and aligned with business needs. Conduct sales data analysis: Analyse and interpret sales data to identify trends, insights, and opportunities for improving business performance and decision-making. Facilitate IT system training and software support: Provide comprehensive training and ongoing support for staff to optimize the use of IT systems and software tools, ensuring effective operational performance. Perform system maintenance and data backups: Conduct regular system checks and ensure that operational data from branch offices is securely backed up, minimizing risk and ensuring business continuity.
o Support new students to use university black board system more effectively o Mentor students to improve academic performance o Report to international office regarding student issues o Actively support the student union