Benjamin Costa has over 10 years of experience in IT and customer service roles. He holds a Bachelor's degree in Information and Communication Technology from Swinburne University, where he completed two industry projects - one involving developing an exam document management system, and another creating a mobile website and iPhone app. Currently he works as an IT Service Analyst at Murray Goulburn, where his responsibilities include being the first point of contact for IT issues, maintaining asset registers, and assisting in department enhancements. He also has experience working in retail customer service roles at Coles supermarkets.

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BENJAMIN COSTA RESUME
PROFILE
Creative, results orientated IT Professional; I successfully completed a Bachelor of Information &
Communication Technology (ICT) majoring in IT Business with minors in Psychology and Japanese at Swinburne
University of Technology in 2014. Working as an IT Service Centre Analyst at Murray Goulburn since March
2015 has afforded me opportunities to achieve excellence as I develop my career in IT. High level of energy and
drive, I am adept at developing and maintaining high quality IT solutions to enable a business achieve its IT
requirements.
EDUCATION
2011 – 2014 Bachelor of Information & Communication Technology (Business); Swinburne University
Major: IT Business, Minors: Japanese, Psychology
2009 – 2010 Diploma in Software Programming & Website Design; Swinburne TAFE
2003 – 2008 Victorian Certificate of Education (VCE); Marcellin College
Subjects: Psychology, English Literature, Information Technology: Applications,
Information Technology: Software Development, and Studio Arts
INDUSTRY INVOLVEMENT
As an IT Service Analyst at Murray Goulburn, I am the first point of contact for the IT department; I exhibit
excellent customer relations, and collaboration and time-management skills. This role houses three main
related responsibilities: maintain asset registers and documentation, resolve tickets on a 1st
and 2nd
level and
escalating these to appropriate teams if these are unable to be resolved, and assist in enhancing the Service
Centre team through either process or technology. One such example of enhancement is the control and
implementation of a software license register, and the migration from Lotus Notes to Microsoft Exchange.
The Bachelor of Information & Communication Technology (BICT) offered an industry project for students
completing their course. This project (labelled as XMS, further information below) involved the planning,
analysis, design, development, testing, and implementation of an exam Document Management System and
repository using an agile framework for Swinburne University of Technology. A necessity for a complete
documentation collection – such as a project plan, user documentation, amongst others – accompanied the
submission of the project. This proved to be a challenging yet rewarding and insightful experience as a project
manager. This project furthered my insight into the world of ICT projects and team work, exceeding what I had
already acquired through my work with the iSOS project (further information below).
The Diploma in Software Programming & Website Design at Swinburne TAFE also required students to be
involved in an industry project. I was involved in the creation of iSOS. This involved creating an iPhone App and
a Mobile Website, as well as the accompanying documentation, using an agile framework, for the Swinburne
Orientation Department. The project’s primary goal was to extend the current Swinburne Mobile Website to
host news, information, and a campus google map for Orientation Week. One main goal was ensuring easy
access across all mobile devices. An optional iPhone App was also created with a similar purpose. The highlight
of this project was not only the excitement in creating a multi-platform website and iPhone application, but
the fulfilment and experience of working with diverse cultures.
EMPLOYMENT HISTORY
2015 – Current IT Service Centre Analyst, Murray Goulburn, Full time
Responsibilities:  First point of contact for the Murray Goulburn IT department
 Log, troubleshoot, and resolve tickets within agreed SLAs
 Skill and understanding of ticket logging system ServiceNow
 Create and maintain asset registers and documentation libraries
 Excellent communication and collaboration skills
Telephone: 0434 679 548 Email: bcosta@vtown.com.au

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 Collaborate with external/internal parties to resolve incidents
 Maintain a positive renown for the IT department
 Maintain a high degree of customer service
 Skill and understanding of Microsoft Exchange, Server, Office, and Lotus Notes as a
2nd
level support analyst
2008 – 2015 Service Staff and Supervisor, Coles Supermarkets, Part time
Responsibilities:  Assisting customers in finding specific items and recommending various produce
 Cash register work, handling money, serving customers and managing returns
 Stock control - ensure shelves are stocked and presented exceptionally at all times
 Answering phones & managing customer enquiries and complaints
 Training and managing staff
LEADERSHIP SKILLS
 Lead team projects, organised weekly meetings and agile stand-ups, workloads, status reports, tasks and
timelines for the mentioned industry projects. I have the ability to build, sustain and influence
relationships. I ensured the team was on schedule, met requirements, and that the team submitted a
quality solution with excellent supporting documentation.
TECHNICAL SKILLS
 Proficient in Microsoft Office Products
 Internet and email, intranet, social media applications and standards
 Beginner to intermediate coding skills in programming languages such as HTML and CSS, Visual Basic,
JavaScript, Java, C++, SQL Databases, PHP, and using compilers such as NetBeans.
 ICT aspects, such as ethics, laws, products (software and hardware knowledge), security and networking
 Business aspects such as Enterprise Systems knowledge (including knowhow in SAP and its processes),
adept in understanding business processes and Business Process Modelling
 Professional use of detailed and easy to understand Use Cases, Stories, and UML
ANALYTICAL AND PROBLEM SOLVING SKILLS
I took part in resolving many IT and business-related solutions by completing both real and simulated projects
while at Swinburne University, for example:
 System analysis, design and implementation of a newer replacement system or application; &
 The evaluation of the system or application and making suitable suggestions according to the results
undertaken by studies on the implementation.
I was also involved in understanding and documenting business processes and procedures in order to
understand the client’s needs – particularly in system and application development throughout the XMS and
iSOS projects.
PROFESSIONAL SKILLS
 Agile and other framework experience
 Customer service
 Excellent troubleshooting skills
 Adhere to and follow through on instructions provided
 Research skills
 Time management & meeting deadlines
 Preparing reports for clients
 Excellent written & communication skills – a highlight of which would be clients, team members and
consultants
 Presentation skills – experience in presenting technical information to lay audiences, teachers, fellow
students & business representatives
VOCATIONAL TRAINING
2008 Certificate II in Occupational Health & Safety, Marcellin College
2012 Responsible Service of Alcohol (RSA), Victorian Bar School

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INTERESTS
 Assisting friends, family, and clients with setting up IT solutions for their respective companies and
providing support. Past projects have included:
o The setup of an office which included researching, acquiring, and installing laptops, printers, and
other networked devices onto a local network
o Upgrading computer components
o The research and agile development of an hour long video accompaniment to a Bugs Bunny heavy
metal band as part of Fringe Festival
 Martial Arts, Black Belt, International Goju Karate-Do Dojo, Balwyn. I have been training in Martial Arts for
more than 15 years. This has taught me resilience and mental strength
 Reading about the ethics of ICT, the ICT industry & introduction of new products and technology
 Gaming & anime subcultures, this has taught me team work, dedication, and the differences in culture
 Photography, music and film, this has taught me patience and allowed me to think outside the box
REFERENCES
Mr. Adam Hallyburton | Murray Goulburn| IT Service Centre Team Lead
Phone: +61 3 9040 5539
Mrs. Michelle Boemo | Coles, Bulleen | Service Manager
Phone: +61 3 9850 5816 | Mobile: 0401 170 178
Ms. Irene Spanos | Coles North Balwyn | Service Manager
Phone: +61 3 9859 1221 | Mobile: 0430 200 084
Ms. Bonnie MacDonald | XMS Project Colleague
Email: bonniemacdonald@gmail.com | Mobile: 0432 921 482
Mr. Wayne Buchner | WAYBU, WRB Creative | Project Team Leader, Team iSOS
Mobile: 0416 970 370