Summary
Current Employer: IMB Ltd
Time with Employer: 3 years
Current Position: IT Windows Support Analyst
How I got to my current position
I first started working for IMB Ltd, a banking and financial institution, in 2010. I started off as a trainee General Enquiries Consultant in the call centre "IMB Direct". I assisted members through providing quality service and advice with banking, personal lending, insurance and other products.
When my traineeship finished in 2011, I had earned a Certificate III in both Business and Financial Services. I stayed on and received a promotion to a "Sales and Service Consultant" - At the same time I was also one of the key members of a new team called the Online Services Team which specialised in assisting members through different forms of online communication.
IMB Direct was a fun and interesting place to work, however in December of 2011 I transferred to a position which suited me better within the IT Department. I worked as an IT Testing Analyst for the next 12 months.
The IT Testing Analyst role allowed me to further develop my IT skills, particularly around programming and problem investigations as the key point of this job was basically to "Break Stuff" through functionality based System Testing. I attended a training week and gained accreditation as a Software Tester by ISTQB. I was also involved in the UAT process once the changes passed system testing, assisting the internal departments of IMB to complete their UAT, before being implemented.
From December 2012 the Testing and Service Desk teams joined together to form one larger team, the existing staff worked together to learn each other’s duties. I took on the responsibility of co-ordinating the System Testing and UAT aspects of the role, teaching and coaching other team members in how to test, and the processes involved in Testing.
At the same time I also excelled at the Service Desk and Operational duties of the IT Operational Services Analyst position. I quickly acquired the skills required and was able to effectively assist with issues over the phone which I credit to working at IMB Direct.
In May of 2013 my hard work and dedication was acknowledged and appreciated, The IT Windows Support Analyst position came up which I was successful in obtaining.
I'm an "IT Windows Support Analyst"
I am now an IT Windows Support Analyst still within IMB and in this role, I am a second level support and escalation point to the members of the IT Service Desk. As I am now in a more senior position, I have taken on a lot more responsibility. My key responsibilities are now no longer to "Break Stuff" as it once was, but to investigate, fix and maintain the Windows Infrastructure.
I'm still assisting the IT Service Desk and Testing until the team has the cabability to function without me, at which point I'll get more involved in server infastructure and networking.