People profile – Michelle Cameron

Michelle Cameron is a desktop engineer and has been with GlobalConnect for approximately nine months.  Michelle is part of the services team providing helpdesk support to customer networks maintained by GlobalConnect. 

“My career in desktop support began about ten years ago, when my then manager put a systems manual on my desk and asked me to find a solution to a customer issue.  The company I worked for had Lucent Affinity systems in their network, and in the beginning I worked on basic issues such as adding or changing people and voicemail disruptions.”

“Most of our experience is from working on customer issues, however to gain entry into the industry I completed a certification in Desktop Support at TAFE.  Since then I’ve completed continual training and gained certifications to increase my development in the Avaya product set. 

“When I look back to the old days of working on Affinity systems, and having worked consistently with Avaya-heritage systems throughout my career, I’m reminded of how far the technology has come.  I used to be able to say in one sentence what my job was, but now if I try to explain to my family, there’s just so much involved that it’s tricky to give a quick description.”

“One of the favourite parts of my job, and a personal challenge I love to set, is being a calming influence for customers when they call in with an issue that has been stressful for them.  Building relationships with customers is really rewarding and it’s great to get out to customer sites and put a face to the name of my regular contacts.” 

“Being on site is also a great way to see exactly the way the network is configured and I can make suggestions for setting up the system more efficiently or effectively.  A fresh set of eyes can reveal different ways of doing things the customer hadn’t considered previously.”

“Joining GlobalConnect has been a great development experience - I’ve learned a lot from working on extremely complex customer networks, and also working with a large variety of customer contacts.  I’m driven by trouble-shooting, researching solutions and finding out more than knew before.”

“Within this team I’m surrounded by amazingly skilled and experienced colleagues, who have many, many years of specialist experience in complex solutions such as Avaya’s large and medium enterprise Contact Centres, Avaya Call Management Servers, Avaya Enablement Servers and the Verint Workforce Optimisation Suite.  It makes me really excited about the potential to learn more and specialise in a solution area.”

“The office environment is really positive, too.  We have great natural light and views across North Ryde’s business park and in between calls or solving customer issues we have a chat about non-work things.  It does tend to be usually a technical topic when there are five or six engineers in the conversation.  It makes a great team environment to work in.”

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