Drew Hay
PH: 0431 270 305
Email: drew@poisonintheink.com

Previous Employment

IBM - Senior Technical Support Specialist
Brisbane, QLD
December 2011 - November 2012
•	Provided 'last point of call' technical support for customers, first level Advisors, Authorised Service Providers, Telecommunications Carriers, and other internal departments
•	Received consults from first level Advisors and provided further steps for them to take in order to resolve the customers issue
•	Took over call if customer requested a supervisor, the first level Advisor was unable to successfully resolve the customers issue, or if the Advisor could not gain agreement with the customer on the issue
•	Liased with multiple departments in order to come to a suitable resolution for the customer
•	Escalated emerging hardware and software faults to the engineering team for evaluation
•	Provided support solutions outside normal procedure such as waiving repair costs outside of warranty, replacing whole units, providing products as a gesture of good-will due to customer experience

IBM - Technical Support Specialist
Brisbane, QLD
June 2011 - December 2011
•	Providing first level phone support to customers of a leading phone, tablet, and mp3 manufacturer
•	Isolating software issues with customer and guiding them through resolving it whilst on the call
•	Isolating and confirming hardware faults and providing service options
•	If issue required referral to a third party, ensured they were transferred to the right company with full understanding of what they needed to request (ie, specific mail settings from ISP)
•	Providing 'how-to' information regarding the OS and its associated software
•	Educating customer on the steps we are taking during troubleshooting and providing further self help resources should issue occur again
•	Helped customer with purchasing information to determine what solution would be best given their needs

Freelance - Web and Poster Design
Brisbane, QLD
March 2009 - June 2011
•	Designing posters for local and interstate concerts
•	Ensuring posters are print ready as per clients requirements
•	Designing web ready graphics as per clients requirements
•	Designing and coding websites from the ground up or using content management systems such as WordPress

Country Consulting - IT Support
Brisbane, QLD
August 2008 - March 2009
•	On-site installation and maintenence of IBM Servers running Windows SBS 2003/2008
•	Phone and email support for software installed at clients premises. This included XP, Vista, Microsoft Office, Internet Explorer, and other client specific software such as Medical Director used by doctors surgeries
•	On-site Installation and maintenence of phone systems including programming handsets
•	Configuring new HTC mobile handsets and setting up integration with Exchange Server
•	Installation of networks including configuring routers, network printers, and connecting patch panels
•	Setting up new internet services, both wired and wirelesss

BWS (Beer Wine Spirits) - Customer Service
Brisbane, QLD
September 2007 - January 2008
•	Operating the register
•	Handling customer queries and requests
•	Receiving of orders from warehouse
•	Unloading stock from pallets
•	Maintaining stock of shelves and in coldroom

Hyatt Regency Coolum - Laundry, Stewarding
Coolum Beach, QLD
December 2006 - November 2007
Laundry duties included:
•	Loaded and unloaded commercial washing machines and dryers
•	Operated towel folding machinery
•	Operated various steam presses and shirt puffers
•	Folded linen and towelling
Stewarding duties included:
•	Operated commercial dishwashers and worked pot sinks
•	Cleaned floors and prep areas
•	Performed deep cleans on equipment
•	Closed kitchen area for use the following day

Itsy Technology - Graphic Design, Web Design and Sales Assistant
Brisbane, QLD
August 2006 - November 2006
•	Helped design and maintain company website
•	Evaluated and set up 3rd party online shopping software
•	Updated products using various content management systems
•	Researched items and products for potential sale

Codeworx (Poker.com) - Customer support
Brisbane, QLD
August 2005 - July 2006
•	Handled email queries and complaints for Poker.com.
•	Learnt the rules and strategy of Texas Hold'em poker.
•	Assessed player accounts to determine whether they were fraudulent (Requesting verification, matching IP address to location, ensuring player did not have multiple accounts, reviewing hands to ensure player wasn't chip dumping or colluding with another player)
•	Processing withdrawals up to $2500
•	Helping players through a LiveChat system (similar to Microsofts MSN Messenger)

Shutters Direct - Sanding and Airbrushing
Noosa, QLD
October 2004 - December 2004
•	Sanding and preparing wood for assembly
•	Sanding and preparing assembled shutters
•	Undercoating shutters and shutter blades using an airbrush

E Banc Trade - Junior Graphic Designer and Web Design
Kawana, QLD
May 2003 - March 2004
•	Maintaining and updating company website using the Macromedia Suite.
•	Updating and creating images for the company website using Adobe Photoshop.
•	Creating company advertisments for use in magazines and other media formats.

McDonalds Coolum Beach - General Staff
Coolum Beach, QLD
November 2001 - April 2003
•	Handling of cash
•	General customer skills: Greeting, taking orders and handling of queries.
•	Cleaning of the store: Tables, windows, floors and front counter equipment.
•	Some managerial skills: Organising shift swaps, taking phonecalls, stocktaking.

Education

1998 - 2000 Coorparoo Secondary College
2000 - 2002 Coolum State Highschool (English, Maths, Physics, Chemistry, IT)
2001 - 2002 Certificate II in Retail Operations
2003 - 2004 Certificate IV in Information Technology: Graphic Design and Multimedia
2007 - Responsible Service of Alcohol certificate
2011 - Certificate III in Transport and Logistics
2012 - Apple Certified Mac Technician (ACMT)

References

Ian Alino, Quality Coach – IBM Australia: 0421211039: 
Joziena Whitham, Manager – IBM Australia: 0407959423