Resume / CV

Helio Rocha
IT Enthusiast
+61 (0) 402 071 492
74 Wells Street
Newtown NSW 2042
Skills
Microsoft Office
Microsoft Windows Operating System (Workstation)
Microsoft Windows Operating System (Server)
Employment History
IT Service & Operations Manager
Clarence - Workplace for ProfessionalsNovember 2013 - current
Norton Case Manager
SymantecSeptember 2012 – April 2013
  • 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.
Quality Assurance Manager and IT Technical Manager
Savv-e Pty LtdMarch 2006 – June 2012
  • 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
Quality Assurance Engineer
Quicken/IntuitSeptember 2005 – March 2006
  • 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
Technical Support Officer
Quicken/IntuitApril 2005 – September 2005
  • 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)
Technical Support Officer
Video EzyDecember 2004 – April 2005
  • Provide technical support for all stores in Australia (Hardware/software) via phone & email
  • Take ownership and time management of request
Carpenter/Labourer
Wideform ConstructionJanuary 2000 - December 2004
Education
ITIL Foundation v3 Certification
IT Route - Sydney2018
Introduction to Food and Health
Stanford University (Online)2018
Certificate IV in Assessment & Training
2010
Diploma of Information Technology – Network Engineering
TAFE2002 – 2004