Data Capture - Norton Lambiranos Attorneys
(2009-08 - 2013-02)
Senior Help Desk Technician - Techora Pty Ltd
(2013-03 - 2026-02)
- Diagnose and resolve technical issues related to hardware, software, and network systems.
- Perform troubleshooting steps to identify the root cause of problems and implement effective solutions.
- Provide remote support to users via phone, email, or remote desktop tools
- Assist users with software installations, configurations, and usage.
- Provide basic training and guidance on IT systems and applications to end-users.
- Ensure that systems and software are up to date with the latest patches and updates.
- Perform regular system maintenance tasks to prevent issues and ensure optimal performance.
- Assist in data backup and recovery operations.
- Assist users with network connectivity issues, including wired and wireless connections.
- Configure and troubleshoot network issues
- Work collaboratively with other IT team members to resolve complex issues.
- Participate in IT projects, such as system upgrades and deployments.
- Communicate with vendors for support and warranty services.
- Monitor IT systems for performance issues and outages.
- Generate and maintain reports on help desk activities, ticket resolution times, and common issues.
- Analyze trends in support requests to identify recurring issues and areas for improvement.
Dialer Administrator - Techora Pty Ltd
(2013-03 - 2026-02)
During my current years at Techora for client Norton Lambrianos
- Set up and configure dialer systems according to the needs of the call center.
- Ensure the dialer system is running smoothly and perform regular maintenance and updates.
- Integrate the dialer system with other software and systems used by the call center
- Create and configure calling campaigns, including setting up dialing rules, call scripts, and schedules.
- Monitor campaign performance in real-time to ensure targets are being met.
- Adjust dialing strategies based on performance data to optimize campaign outcomes.
- Work with dialer system vendors for support, upgrades, and issue resolution.
- Evaluate and recommend new dialer technologies and vendors as needed.
- Collaborate with other departments, such as IT, operations, and quality assurance, to ensure seamless operations.
- Gather feedback from call center agents and managers to improve dialer system performance and usability.
- Document dialer configurations, procedures, and best practices.
- Keep documentation up to date with system changes and new processes
- Provide technical support for dialer issues, including troubleshooting and resolving system problems.
- Train call center staff on the use of the dialer system and best practices for campaign management.
Dialer Administrator - Smit Jones & Pratt Incorporated
(2026-03)
- Set up and configure dialer systems according to the needs of the call center.
- Ensure the dialer system is running smoothly and perform regular maintenance and updates.
- Integrate the dialer system with other software and systems used by the call center
- Create and configure calling campaigns, including setting up dialing rules, call scripts, and schedules.
- Monitor campaign performance in real-time to ensure targets are being met.
- Adjust dialing strategies based on performance data to optimize campaign outcomes.
- Work with dialer system vendors for support, upgrades, and issue resolution.
- Evaluate and recommend new dialer technologies and vendors as needed.
- Collaborate with other departments, such as IT, operations, and quality assurance, to ensure seamless operations.
- Gather feedback from call center agents and managers to improve dialer system performance and usability.
- Document dialer configurations, procedures, and best practices.
- Keep documentation up to date with system changes and new processes
- Provide technical support for dialer issues, including troubleshooting and resolving system problems.
- Train call center staff on the use of the dialer system and best practices for campaign management.
