Citizens Advice Bureau

I started at Citizens Advice Bureau (CABWA) in 2014 on a part time basis, assisting with office duties and phone call support. They are an non-for-profit organisation offering the general public low-cost legal advice appointments, help preparing legal and tax documents, family mediation, and access to a robust information service.

CABWA is empowered through the exposure to difficulties that large numbers of diverse people from many cultural backgrounds in our community face each and every day.

During the time with CABWA, I learned a tremendous amount of knowledge about a variety of services available in Western Australians including exposure to legal services.

Main Responsibilities and Duties

• To provide the role of Customer Service Officer and Receptionist as needed
• in the office area for the general public.
• I helped and assisted incoming phone calls queries from the public providing them with information (not legal advice) to assist them as necessary.
• On designated days provide the administration support for Lawyer(s) and Justice of the Peace(s) and the clients.
• Volunteered to provide general informational technology support for the office, such installation of printers and toner/cartridges.

Skills and Experience

• Basic Administration
• Customer Service
• Data Entry (148kpm)
• Phone Articulation & Manner
• Managing conflicts / resolutions
• Petty Cash / Cash Handling
• Receipt and Book Keeping

Compiled by David Innes

Perth, Western Australia

Intework

Intework stands for creating inclusive communities. The focus is for participants and their support networks. Intework believes in assisting each person with a disability through responsive services, structured support, and training and development opportunities.

It was quite the privileged and rewarding experience with Intework, helping with several administration duties, such as performing an audit on their client database, merging and developing mail outs, and even the joy of doing the end of year "Secret Santa" office fun.

In addition to the administration roles I had the chance to use my Microsoft Excel skills to resolve a number of issues with various spreadsheets being used in the office. Also, given my IT background I helped out with a few of the technological questions that my peers had.

Exposure to Intework's amazing programs and what they offer was an uplifting privilege. I attended a two day training course which gave me a brilliant insight on how the staff at Intework help and give assistance to the varied needs of their clients. I even had the chance to partake in one of their successful "P.A.R.T." courses that taught me how to predict, assess & respond to challenging / aggressive behaviour.

Main Responsibilities and Duties

• Assisting with general administration in the office.
• Mail merge and training instructions
• Develop existing spreadsheets with formulas and macros
• Provide transport for volunteers to training sessions
• Auditing client database

Skills and Experience

• Developed my Microsoft Excel knowledge
• Data Entry (at 143 kpm)
• Multimedia editing and creation
• Microsoft Word development
• Exposure to Disability programs and services

Compiled by David Innes

Perth, Western Australia

People Learn Productions

People Learn Productions (formerly Narkaling Inc) is a Perth based non-governmental organisation producer of accessible publications for people with intellectual disabilities and also print disabilities.

PLP found my diverse range of skills and expertise assisted their organisation in both delivery of products and automation of processes. I directly increased organizational ability to meet monthly conversion deadlines and re-standardized the format for all digital publications in accordance with copyright laws and accessibility standards.

I exclusively developed an extensive range of macro functionality for Microsoft Word, including the standard procedural manual, for all e-book conversions operations. In addition, I provided vocal narration for a number of audio book recordings that where published for high school students with reading challenges.

Main Responsibilities and Duties

• Conversions of printed media into accessible digital publications including but not limited to EPUB, PDF, DOCX, and MOBI formats.
• Creation of audio books utilizing both natural speaking software such as DAISY Software and voice-over narrator recordings.
• Design and implement publication procedures and conversion standards as per the Web Content Accessibility Guidelines(WCAG)</a>.
• Develop Macro based tools, using Visual Basic, to automate a number of time consuming manual tasks.

Skills and Experience

• Intermediate Macro (Visual Basic)
• Audio Book Narration
• Ebook Design (EPUB, PDF)
• Advanced Microsoft Office
• Omnipage and Adobe Acrobat
• DAISY Software

Compiled by David Innes

Perth, Western Australia

Men of the Trees

Founded in 1979, Men of the Trees (MotT) is a not-for-profit incorporated association, that specializes in the production and promotion of Western Australia's Native Flora.

While at Men of the Trees I engaged in various roles within the Nursery. However when the organisation looked towards having a market stall every Friday, to offer native plants to the public, I volunteered for the role as their Customer Service representative.

After six months the stall was very much a success story. I then took the initiative to volunteer more of my time to open the stall on Saturdays that once again helped increase sales and public awareness for Men of the Trees.

At the end of 2013, the Nursery required a volunteer to cover a three hour watering roster every Sunday to which I also absorbed as a role. In addition, I helped with the MotT sausage sizzles at events such as the Envirofest and The Children's Forest Program at Whiteman's Park.

Main Responsibilities and Duties

• Autonomous operation of the Market Stall every Friday to the public selling a selected range of native seedings and a variety of produce.
• Weekly updates on the Facebook page  about the Market Stall with weekly specials including advertising of plants and products available at Men of the Trees.
• Watering the native seedings in the Nursery every Sunday afternoon.
• General Hand assisting with seedling preparation, cuttings, weeding and stock taking within the Nursery.

Skills and Experience

• Cash Handling
• Advertising &amp; Marketing
• Stock Taking
• Customer Service Retail and Sales
• Basic Horiculture

Compiled by David Innes

Perth, Western Australia

Western Front

The Western Front Magazine was founded by David "War Master" Innes and Clayton (aka Grimoire) in 1994 with a vision to promoting the local metal scene in Perth. Since that time the Western Front has organised many promotions and gigs for local acts, including major international acts with thanks to the support and talent of such companies as Soundworks Touring. 

David and Clay we're both behind numerous interviews and reviews of the Perth metal acts, new and old; and helped produce a range of media (digital and print) which actively boosted the local metal scene.

Securing regular venues, such as the Whitesands hotel where the classic "Metalfests" began feature two stages and at least eight bands; the Western Front magazine worked tirelessly with others to enable metal-heads to have a safe, secure and friendly place to let down their hair and head bang into the night. Working together with legendary Perth bands such as Allegiance, the Western Australian metal scene was pinned firmly on the map.

In 2001, both David Innes and Clay handed over the reigns of the Western Front organisation to the very capable Darren (aka TNT). It has continued to grow exponentially since; achieving many goals and remains a power house influence in the Australia metal music scene.

Main Responsibilities and Duties

• Chief Webmaster/Editor of the Western Front Website and publications.
• Graphic artwork design for both the e-magazine and local promotions.
• Distribution of promotional material; including flyers.
• Organizing international magazine advertising and promotions.
• Reviewer and interviewer of Perth metal acts and their released material.
• Production of digital recordings in CD format (and MP3).

Skills and Experience

• Webpage "HTML" Design
• Print and Digital Publishing
• Graphic Design and Artwork
• Administration and Data Entry
• Sales and Marketing
• Interpersonal Skill Developments

Compiled by David Innes

Perth, Western Australia

Merrill Lynch

MerrillLynch is one of the world's largest financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk-management products and services.

Over a four year period I was contracted as a IT consultant for autonomous support and administration of the computer systems in the Perth Office. Later, absorbing the role as Merrill Lynch's ETS Manager (Electronic Technological System Manager) I was directly involved in the relocation, redevelopment and redesign on the new office within the Exchange Plaza accommodating over fifty desktop users.

Main Responsibilities and Duties

• On-site and Offsite support for Relationship Managers and Brokers
• Daily D.A.T. Backup  System and Exchange Maintenance
• PC Desktop Software and Hardware installations, including repairs.
• End User Help Desk for 50+ users (Windows NT/XP) in the Perth Office.
• Provide Training for new and/or existing staff with computer systems.

Skills and Experience

• Data Entry
• Phone Manner
• IRESS Software
• Hot-stage Roll-outs
• Book Keeping
• Project Design and Training

Compiled by David Innes

Perth, Western Australia

Nightwatch

Sub-contracted as a Security Guard, my job was to fill various roles such as securing car yards, parties and events as well as relief at small nightclubs and pubs.

I worked with local police branches regarding incidents learning a lot about their procedures with theft, vandalism and assaults. I gained exposure to crowd control and learnt how to defuse difficult situations as well as ensuring the safety of people or premises.

It was both a rewarding and challenging job that took me into a different field of work far removed from the IT industry. There is no doubt even today I carry the lessons learnt about safety, security, and protection as my time as a security guard.

Main Responsibilities and Duties

• Secure location by ensuring all access to area is locked and secure
• Escort problem customers out of the venue quickly and safely
• Ensure the safety of patrons, visitors and other guards
• Maintain vigilance and surveillance at properties from threats

Skills and Experience

• Ability to disarm threats and control
• Developed relationships with local police
• Gained knowledge of insurance and filling incident reports 
• Became an experienced observer

Compiled by David Innes

Perth, Western Australia

Crystal Internet

Crystal Internet one of the first local ISPs back in the day. This was before the broadband revolution, back when you had to connect to the internet by making a call with a dial-up modem and getting speeds of up 56k!

My role at Crystal Internet was to man the help-desk and provide support to some 300 users on the network. The company utilized a UNIX server and it was my job to ensure it's stability and performance in conjunction with Crystal Internet's system administrator.

I was the sole installer, going on-site to both business and homes setting up their internet needs, including providing hardware as required. Crystal Internet provided their service both south and north of the river, so I ended up with quite the knowledge about Perth's suburbs!

Given I had an interest in HTML and graphic design I was given the opportunity to build, edit and run Crystal Internet's webpage. I learnt a lot about domain names, hosting, coding and web design during the time with Crystal Internet, which later became a most useful skill in assisting many others with their webpages.

Main Responsibilities and Duties

• Provide phone support for 300+ users
• Installation Technician as required
• Basic system administration

Skills and Experience

• Experience with UNIX based server
• Telecommunication exposure
• Professional Phone Manner
• Heavy Customer Focus exposure
• Advanced HTML knowledge

Compiled by David Innes

Perth, Western Australia

Bird Cameron

Bird Cameron Chartered Accountants (part of the RSM Group) was another step forward in my IT Industry experience. I was employed by this firm to be their National Co-Coordinator of Computer System for Western Australia. It was long title indeed yet it meant I was responsible for providing phone support for all the offices in the state.

There was 100+ users to provide support for; making the work place quite busy and demanding. In addition to the user support roles I was the roll-out technician for new computers and new users in the state office.

From my exposure in my capacity as help-desk support I gained further knowledge with Lotus products; such as Notes and 123 as well as various accounting software including but not limited to Quickbooks and Mind Your Own Business.

Various support roles saw me doing end user support on-site within the Perth office assisting with various problems users had with both software and hardware. I was trained up to do purchasing orders for the office's computer needs and on the odd occasion through out the day I became the repair man for the many photocopiers in the office.

Main Responsibilities and Duties

• Provide phone support for Western Australian branches
• Roll-out (Hot stage) new PCs and various hardware
• On-site user support as needed
• Purchase Hardware and Software (Licences) 

Skills and Experience

• Knowledge of the "Mind Your Own Business" software
• Gained experience with Lotus software packages such as Lotus Notes
• Customer Support exposure, including phone support
• Requisitions and Book Keeping
• Understanding of Quickbooks program

Excelsior

Excelsior Managed Superannuation was a company based in Perth that dealt with various levels of super funds. Clients included large scale corporations, non for profit companies, medium level business as well individual retirement portfolios.

I began work with the company part-time as a filing clerk. But it wasn't long before I was given a chance to develop my administration abilities in a more demanding role as a Benefit Payments clerk. This role gave me my first exposure to experiencing client service over the phone with a professional manner, resolving many issues regarding customers problems; be it with simple account queries or complex administration duties.

Due to my noted abilities during this time, I received the opportunity to be supervisor of the benefit payments department. During this time I implemented a number of technological improvements to our system, including an automated spreadsheet-styled program that organised, sorted and interacted with the in house AS6000 database systems increasing the payment process ten-fold.

It was because of this computing work that I was offered a job with the Information Technology team as a systems administrator. Working within a small team of three, I gained much experience being exposed to help-desk support for over a 60 user network. My personal computer knowledge and growing experience within the department gave me noted praise from the management and my peers.

Main Responsibilities and Duties

• Supervising and supporting a team of five
• Developing system procedures
• Administration of all benefit payment claims
• Main point of phone inquiries for clients
• Provide support for computers and end users
• Perform backup and audit for database

Skills and Experience

• Lotus Notes and Lotus 123 packages
• In house AS6000 system
• 2 years of customer focused phone support
• Filing, Book Keeping and Letter drafting
• Procedure implementation
• Training and Support for new systems

Compiled by David Innes

Perth, Western Australia