1. Experience
Technical Support Team Lead
National Australia Bank
April 2007 – Present (7 years) Melbourne, Australia
• Manage, escalate and drive satisfactory resolution of customers
technical support issues.
• Develop action plans to facilitate resolution.
• Network with key contacts outside own area of expertise.
• Recommend changes to policies and establishes procedures to
improve quality.
• Manage team of technical support analysts.
• Lead in sharing of best practices with team members to contribute to
enhance the quality and efficiency of technical support.
• Provide input to help set strategic direction of the customer support
organization.
• Reviewing worldwide processes for improvements.
• Assist in setting processes for the team.
• Identifying skill gaps and organizational needs.
• Responsible for planning and budgeting, assists in long range
planning that will meet changing and future needs.
• Interface with customers and vendors in the management of
technical, licensing and contractual issues.
• Facilitate individual and team growth and development.
! 4 honours and awards
! 2 courses
Senior Analyst Programmer
Coles Myer
March 1999 – March 2007 (8 years) Melbourne, Australia
Software development of the IBM Point of Sale system used in Kmart and
Officeworks stores, including hardware installation for proof of concepts, and
3rd level support (24/7) for the POS systems.
Address
_________________________________
5 / 28 Ferncroft Avenue
Malvern East
Victoria
3145
Robert
Barcikowski
Contact
Mobile
04 1234 2767
Phone
03 8697 9360
Skype
03 9015 4586
Email
deckjockey@icloud.com
Personal Website
http://deckjockey.com
LinkedIn
http://au.linkedin.com/in/robbarci
2. Robert
Barcikowski
Skills
• ITIL v3 Foundations Certified
• SDLC
• IT Service Management
• Incident Management
• Change Management
• System Deployment
• System Architecture
• Technical Solution Design
• Document Management
• Third Party Vendor Management
! For more detail, visit: http://deckjockey.com/resume/skills
Education
Deakin University
Bachelors Degree in Computer Science
1996 – 1998
RMIT University
Associate Diploma in Electronics / Computing
1993 – 1995
Additional Info
Personal Details
Birthday April 29, 1974
Marital Status Single
3. Robert
Barcikowski
Certifications
ITIL v3 Foundation
Kinetic IT
December 2010 – Present
Languages
English Polish
Native / bilingual proficiency Elementary proficiency
Honours and Awards
Creativity and Innovation Award
NAB
September 2008
Creativity and Innovation Award
NAB
August 2009
Recognising Excellence Award
NAB
October 2010
Recognising Excellence Award
NAB
March 2012
4. Robert
Barcikowski
Organisations
TFTR
Treasurer
March 2012 – Present
The Templestowe Flat Track Racers club is a radio control track, where
people interested in the hobby can race every second Sunday and learn
about electronics and racing (http://tftr.org.au).
Courses
National Australia Bank
• Introduction to Enterprise Architecture
• IBM Infosphere Workshop
• ITIL v3 Foundation
References
Tim Harvey
Business Solutions Manager at Ultradata
Email: tharvey@ultradata.com.au
Phone: 0437 990 977
Spoorthi Shridhar
Technical Services Owner at National Australia Bank
Email: Spoorthi.Shridhar@nab.com.au
Phone: 03 8641 3394
Mick Martin
Business Delivery Manager at National Australia Bank
Email: Mick.Martin@nab.com.au
Phone: 0437 007 094
