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I am mature, extremely self-motivated and have the desire to learn and succeed. My past successes have been due largely to hard work and perseverance. This attitude has proven to be effective at both college and in my working life.
My goals were set 2 and a half years ago when I initially applied for the IT Diploma course. At that time I was employed within the electrical / data communication field, and I wanted to gain enough experience and qualifications to permit a move into the IT industry. Since then I have successfully completed 3/4 of the TAFE Information Technology Diploma course, obtaining mainly A grades. This enabled me to obtain employment with a high profile Information and Technology Company in the city called Reuters. My main responsibilities and objectives here, are to provided a first line technical support facility to internal and external customers, solving technical LAN, WAN, and hardware queries over the phone. My future plans involve me successfully securing a place on the IT Certificate IV course and then eventually moving into an Engineering role providing Network or PC support in the field.
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My strengths within the current team
I am currently responsible within the team for trying to reduce the number of technical calls, which are sent to our field service team of engineers. This is a global target for all the Customer Response Centre desks throughout Reuters internationally. This first line technical support facility to internal and external customers provides faster resolution of customer queries by solving technical LAN, WAN, and hardware queries over the telephone without the need for a site visit.
Each member of the team has their own personal skills. This results in strong resourceful team whom together have the ability to understand and solve a variety of problems . It has been acknowledged by the team that my strong technical knowledge is a valued commodity.
It is generally excepted that I am responsible for bring any new members of the team up to speed on the technical issues that we are generally involved in. These discussions are then a continually evolving process providing further information as and when required.
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What interests or skills do I have that will help me to study/work in the area of field service.
My employment history and qualifications provide an ideal basis from which to expand on. My present job responsibilities and objectives which involve providing a first line technical support facility to internal and external customers, solving technical LAN, WAN, and hardware queries over the phone also has provided me with additional information which should prove complimentary to my studies.
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Tell us why you should be selected for further progress within the organization.
I am mature, logical, self motivated and have the desire to learn and progress. My successful progression though the IT Diploma course whilst working full time and my subsequent move into the IT industry within the first year of study, I believe underline my determination.
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What have I done to find out about this area of study or work.
Whilst studying for the IT Diploma, I had plenty of opportunities to consider my next move. My previous employment history within the Electrical and then Data communications field and now technical support of LAN, WAN, and hardware has provided me with a very good insight to what is required in the area of field service.
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An example of a technical issue that was addressed by myself.
It has proved difficult in the past trouble shooting, (over the phone) line problems experienced by R3@i clients. This has been due to the number of text based commands that the client has had to type in and run from the command prompt of his PC. The successful operation of each command has been dependent on the clients interpretation of our requests.
As a result of this confusion and the time taken to manually enter these commands I have created a small program (batch file) call R3test.bat. This batch file will automatically run the various tests to check the clients connection to the R3@i service in Singapore. It will then deposit the results onto the clients C: drive. This can then be emailed back to the helpdesk.
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