1. 1 Curriculum Vitae - Sheldon Fernandes
0413 536 575 mailto:sheldonpk@hotmail.com https://au.linkedin.com/in/sheldon85
PROFILE
I am a customer-oriented, multitask professional and a graduate in I.T Business Systems with excellent
analytical and logical skills who wishes to obtain a challenging role to work as a business analyst in a
renowned organization; formulating effective and efficient business processes. Over the years I have
obtained an understanding not only of the changing business needs but also perceived how to retain
customer relationships through my professional interactions. My strong work-ethic and passion for
success pushes me to achieve quality-oriented results, by capturing, analyzing and documenting business
and customer requirements and ensuring an effectivecommunication and delivery of these requirements.
KEY SKILLS & STRENTHS
 Excellent Communication Skills
 Negotiation Skills
 Planner & Strategist
 Investigative and Analytical skills
 Customer Focus
 Team Player
ACADEMIC QUALIFICATIONS
Bachelor of Information Technology, Business Systems
University of Ballarat, Sydney NSW Campus (June 2014)
Advance Diploma in Networking
Australian Institute of Commerce & Language, Sydney (2012)
Diploma in Accounting
TAFE NSW, Blacktown Campus (2010)
Bachelor of Commerce (Private)
Karachi, Pakistan (2004)
Intermediate (Commerce)
DHA College forMen,Karachi,Pakistan(2002)
Matriculation (Science)
St. Paul’sHighSchool,Karachi,Pakistan(2000)
PROFESSIONAL CERTIFICATIONS
 Certificate in Agile Project Management Foundation
APMG – International (November 2014)
 Certificate III in Customer Contact

2. 2 Curriculum Vitae - Sheldon Fernandes
ORGANISATION & ROLE SUMMARY
Aug’12- Till Date ClixpertPtyLtd. Quality Assurance & BusinessAnalyst/ WebDeveloper
Aug’08- Till Date Woolworths SubjectMatter Expert
Dec ’08- Nov‘14 Tabcorp CustomerService Representative
Feb’10 - Mar ‘11 Dick SmithOnline SubjectMatter Expert/ Fraud Analyst
Aug’07- Feb’08 AustralianEducationOffice Academic StudentCounsellor
Jun’04- Sep’07 Foundation PublicSchool Office Assistant
Oct ’03- Feb ’04 HSBC Bank Trainee (Various Depts)
PROFESSIONAL EXPERIENCE
CLIXPERT PTY LTD. Aug 2012 till Date
Quality Assurance & BusinessAnalyst/ WebDeveloper
Understandsthe client’sneedsandrequirementsforcreatinganew website.Gatherall the informationand
provide ittothe developerstocreate mockupwebsite. Once the mockupiscompleted,Iwill provide the detailsto
the clientforapproval or to make any necessarilychangesbeforethe launchof the website.
 Website designandlayoutexpert
 NetworkAdministration
 SearchEngine Optimization
 Google Analytics
 Google Adwords
 Social MediaAdvertising
 ProjectDevelopment
 General QA Skill SetConfiguration
 Scripting,Diagnostic
 Team Building
EVERYDAY MONEY CUSTOMER SERVICECENTRE (WOOLWORTHS) Aug 2008 till Date
Subject Matter Expert
 DailyreportingforDSUIand RPC project.
 Synchronizingthe useraccountsacrossdifferentbusinessapplicationslike
E-champsand Portal.
 Investigatingandresolvingthe customerenquiriesandissueswiththe productssuchasEPUMP and
DE-Duplicationof the customeraccountstogetthe discounts.
 Preparation of the Knowledge Based Article for various projects like RPC and DSUI.
 System and User Acceptance Testing for the different products and businessapplications before they
can be promoted to production (CMDM, RPC and NPC).
 Co-ordinate andliaise withthe HSBCIT and the WOW IT team to resolve the issueswiththe business
applications.
 Ticketgenerationandresolutionforcustomerissueswhileusingthe userinterfacesforthe businessor
if they face any issues with the card.
 Level 1 IT supportto the floor,whichisanything,relatedtothe businessapplicationsorthe phone
systems.
 Involvedwithanychangestothe businessapplicationorsystemtestingforthe businesstomake sure
everythingisworkingfine before itisavailable tothe floor.
 SeniorSupportTeammembertosolve withcomplex customerenquiriesbyescalations

3. 3 Curriculum Vitae - Sheldon Fernandes
 Involvedwithdevelopmentof the trainingmaterial foranychangestothe businessapplicationlike
ECHAMPS or Portal.
 Additional responsibilitiesinvolve beingthe partof User Acceptance Testingforthe new IVRrelease,
wasa part of the teaminvolvedincreatingthe businesscasesforrigoroustestingof IVRbeforeit
couldbe placedintoproduction.
 Managed inboundcustomerenquirieswithoccasional needforoutboundfollow up
 Actioncreditcard activationrequests,balanceenquiries,interest calculations,toname afew
 Liaisingwithrelevantinternalpartners(e.g.HSBC,EverydayRewards,Woolworths)
 Handlingdisputes,applicationandprocessingitonMasterCard Website.
 OH&S member
 Social Clubrepresentative
DICK SMITH ONLINE Feb2010 till Mar 2011
Subject Matter Expert / Fraud Analyst
 Managing inboundphone andemail enquiries
 Orderprocessingandreview
 Data Cash
 Manuel Payments
 Manuel Reviews of orders
 Credits , Holds and Back Order items
 Taking escalation from CSR
 Reporting to Team Leader (daily feedback)
 Verifying orders on T3M( 3rd
Man)
 Outbound customers to check for fraud
 Exhibited perfect attendance – never late or absent
TECHNICAL EXPERTISE
 SAP
 Gate KeeperThirdmanFraudAnalysisSoftware
 AS400
 BlueMartini
 Service View
 EChamps Systems
 AIG Insurance Training
 Salesforce Data Entry System
 MYOB
 MS Office
 HTML and Front Page
 Word Press
 FileZilla
 Installing any kind of Windows Operating System
 MasterCard Connect

4. 4 Curriculum Vitae - Sheldon Fernandes
VOLUNTEER WORK / INTERESTS
 Fleet Assistant ICC Cricket World Cup (2015)
 Participated in the ‘City to Surf Marathon’ (2014)
 Crowd Coordinator Sydney World Youth Day (2008)
 Social Club Representative Woolworths
 Committee Member of the Goan Association Sydney NSW.
REFERENCES
Available upon request