Organisation: University of Queensland
Job Title: IT Support Officer (Information Technology Services)
Word Limit: Maximum 3 page statement
Location: St Lucia, Brisbane
Qualifications and training equivalent to an undergraduate degree in IT or related field; or an
equivalent combination of relevant experience and/or education/training
As a professional IT expert for ten years I will bring to this position A Masters of Information
Technology and a Bachelor of Science (Information Technology) as well as expertise, knowledge
and practical application in a diverse range of programming languages such as HTML, Java, VB 6.0,
C++, C#.net and operating systems such as all varieties of Windows, MS Office Suite, Macs and
Linux.
Experience in dealing with people in a service capacity within an IT environment
I have a track record of providing quality customer service and support resolving technical issues,
technical queries and complaints to the full satisfaction of the customer. This includes installing
new software on desktop and laptop systems, Upgrading operating systems. Network port
activation and troubleshooting wired networks, handling printer issues and organising data backup
and recovery.
Knowledge of PC and/or Macintosh operating systems and software and their operation in
networked environments and experience in providing support in several of the following PC
operating system environments: Windows, Linux or Mac OS
Having worked with PCs and Macs for several years I am well versed in all the main operating systems and
their operations in network systems including installing new operating system and software on pc and
laptop, upgrading Operating Systems for example From Windows XP to Windows 7, Software configuration
installation and uninstallation. Also Network port activation and troubleshooting wired network issues and
configuring and troubleshooting wireless network issues. I have extensive experience in providing excellent
support on windows, Linux and macs and have installed over 50 pcs using ther system image
system. I have solved a wide range of technical errors from software installation, hardware
management, peripheral devices, LAN/WAN, TCP/IP, DNS setup and configuration, run Exchanges,
IIS and a web-caching proxy.
Experience in providing support in mobile technologies
My experience includes the setup and configuration of interment connection to iPad, mobile
devices mobile devices using a mobile application client resulting in team members now able to
logging to the system.
Experience working on project teams as a team member
During my tenure as a IT Support Officer, I I participated as a team member including coordinating
and assisting the team by volunteering to assist other team members when they are unable to
attend work, sharing my skills and knowledge with the team, assisting other team members with
meeting deadlines and working standards and encouraging them to actively participate in team
activities. As an example at the end of the financial year one of our clients had problems with their
system so gaining assistance from the software testing department, together we solved the issues
within the deadline.
Demonstrated problem-solving skills
For example, when I was working as an IT Support Officer I was asked to implement an automated
filing system from a manual set up but the requirements handed over to me were conflicting and
did not clearly delineate the systems issues so doing a complete investigation using system
analysis and design methodologies I came up with a new design which I discussed with the
customer to give them a broader understanding of the system. This resulted in a much
enlightened and satisfied customer.
Demonstrated skills in onsite and remote assistance support
An example of onsite assistance is illustrated when I got a call from a staff member complaining
she could not see the computer screen. She explained that the monitor lights were orange in
colour so I asked her to tight the cables for both monitors and PC but that did not work so I went
to see the client and discovered it was a VGA cable issue. I replaced the cable and her computer
then worked perfectly and she was very happy. An offsite example was when a staff member
complained she was getting a message her mail box was full. As I was able to remote in to her
computer, I quickly discovered she had reach close to the mail box limit so asked her to delete
some unwanted items. I then archived some items in her folder using PST and her mailbox was
then fine. I suggested to her to monitor her mail box to ensure it does not get full again in the
future. She was very happy to have her email service back again.
Familiarity with service management frameworks
My familiarity with service management frameworks is illustrated when a staff member requested
some help with her personal computer at her home. I always focus on the customer needs with
empathy towards the client and I explained it was not company policy to support staffs personal
computers and indicated this in the policy and guidelines. She understood that and I suggested she
seek an outside computer service to assist her. I make a habit of documenting any resolutions I
reach during researching and solving problems so other team members can benefit from the
results.
Organised and methodical approach to tasks and attention to detail
On a daily basis, I prioritise the tasks to be complete by making a decision on how important and
urgent the tasks are and by monitoring the work flow. I give my first priority to the most important
and urgent tasks and prior to starting a task I identify the steps required to complete the task to
determine how much time needs to be spent to achieve a resolution.
Self-motivated and able to work effectively either alone or in a team environment
As a self-motivated individual I always work well with other team members and enjoyed a good
rapport with them both at work and sometimes socially. During work I liaise with my team and
sometimes volunteered to work when they were unable to come to work due to unavoidable
reasons. For example, I once received an urgent job to arrange Check point VNP facilities to a
couple of lecture rooms in one of our client’s organisations. As I had not done that before I got
assistance from my team mates to arrange the access and, as the job was urgent, requested their
help in getting everything done in time. At the end as a team we were able to achieve a successful
outcome.
Demonstrated interpersonal skills and ability to interpret client requirements
During my carrier I have improved my interpersonal skills working with clients, team mates and
external stakeholders. This means asking plenty of questions to find out the issue then working
with clients who are not always technically savvy so I take responsibility for solving the issue.
Once the issue is solved, encouraging feedback and providing follow ups to ensure the client is
satisfied. Once during my tenure as IT support staff we were requested to participate in project to
design a system for small fast food chain. We listed all the possible transactions that could occur
and then created some prototypes to show the clients, we realised most of the requitements we
assumed were completely different to the staff needs and so we adjusted the system to fit the
client’s needs.
Demonstrated interpersonal, oral and written communication skills particularly in documenting
processes and work instructions
Co-operating and interacting with key groups to develop solutions, I work to ensure the end-to-
end testing process is able to deliver a service which meets business requirements. Managing the
end-to-end analysis, design and execution of the test cases. When required I consult with my
supervisor and colleagues for further clarifications and advice. I document all the organisational
procedures as well as problem resolutions and these documents are used for guidance for any
new staff member as a starting point. Further, my ability in the communication skills is evidenced
by the positive feedback I have received from my management, colleagues and clients.
Demonstrated ability to work under pressure, prioritise tasks, meet deadlines and maintain
professionalism
On a daily basis, I prioritise my tasks by making decisions on how important and urgent the tasks
are and by monitoring the work load. I give my first priority to the most important and urgent
tasks. For example organising a video link to a conference connecting from another city, is a high
priority task that needs to be completed in a specific timeline. Working as an IT Officer can be a
high pressured environment answering a hot line to patiently provide staff with problem
resolutions and have gained considerable experience dealing with angry customers as well as
dissatisfied clients. I ensure I keep calm at all times, listing attentively and try to resolve the
problem as soon as possible.
Knowledge of server operating systems
I have studied Server based operating systems during my Bachelors as well as Masters and am
knowledgeable in Mac OS X Server, Linux Server and Windows Server 2008 I am also well versed in
Network Administration, MS SQL Server (T-SQL) and MS Access and Crystal reports.
Awareness of emerging technologies
ICT is an ever changing field with new and improved technologies emerging almost on a daily
basis. As a result I make a point of keeping up with new technologies and improvements on a
regular basis and prolifically read technology blogs, whitepapers, forums and news sites following
emerging trends, new technologies and technology implantations to build a database in my mind
of all available options. This has been noted by my customers who have stated how impressed they are with my knowledge and ability to understand their troubles and put together a solid plan
for them to move forward.
