Resume / CV

Helio Rocha
IT Enthusiast
+61 (0) 402 071 492
74 Wells Street
Newtown NSW 2042
Employment History
Clarence - Workplace for Professionals
November 2013 - current
IT Service & Operations Manager
September 2012 – April 2013
Norton Case Manager
  • Providing customer service and technical advice in relation to Norton consumer products via phone, emails and chat.
  • Taking ownership and assisting customers in resolving technical issues such as viruses, network connectivity and product purchase orders.
  • Handling escalation calls and complaints relating to Norton products and services.
  • Reporting and managing issues and bugs.
Savv-e Pty Ltd
March 2006 – June 2012
Quality Assurance Manager and IT Technical Manager
  • Provide Quality Assurance & Testing for professional industries and not limited to Banking, Automotive and Government organisations
  • Management of client relationship and working with various stakeholders to deploy the e-learning
  • Maintaining and creating Quality Control documentation
  • Reporting and managing issues and bugs
  • Maintain Network / Computers and Disaster Recovery
September 2005 – March 2006
Quality Assurance Engineer
  • Provide Quality Assurance & Testing for a vast range of Finance software applications
  • Create scripts to be used to automate testing with SilkTest Automation tool to alleviate repetitive tasks
  • Working side by side with the development team to resolve bugs
  • Working with Beta customers to resolve issues raised
April 2005 – September 2005
Technical Support Officer
  • Provide technical support for all Quicken applications via phone, chat and email
  • Working in a team environment to share knowledge and experience to resolve client requests to meet service level agreement
  • Maintenance of the knowledge base (KB)
Video Ezy
December 2004 – April 2005
Technical Support Officer
  • Provide technical support for all stores in Australia (Hardware/software) via phone & email
  • Take ownership and time management of request
Wideform Construction
January 2000 - December 2004
IT Route - Sydney
ITIL Foundation v3 Certification
Stanford University (Online)
Introduction to Food and Health
Certificate IV in Assessment & Training
2002 – 2004
Diploma of Information Technology – Network Engineering
Microsoft Office
Microsoft Windows Operating System (Workstation)
Microsoft Windows Operating System (Server)