Experience

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  Queensland rail

  May 1999 - Jan 2000

  It support officer

  Responsibilities / Achievements;• Customer service.• 1st Level helpdesk support• Password rests• Problem logging• Problem resolution

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  Australian taxation office

  Apr 2000 - Dec 2000

  Client service representative

  Responsibilities / Achievements;• Customer service.• Quickly acquire knowledge of Goods and Services Tax (GST).• Provide GST information to business owners via telephone• Support and training of the GST record keeping software application

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  Sensis

  Jan 2001 - Sept 2003

  Business support consultant

  Responsibilities / Achievements;• Staff training and assessment (software applications)• Staff coaching (software applications)• Development of training courseware (software applications)• Desktop support• Systems support• Systems testing• Applications support (Seibel CRM and MS Office)• Receiving two “STAR” awards recognising Outstanding Contributions in Customer Service made to the Sensis business• Receiving Support Person of the Month award for the Brisbane office. Show less

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  Ge money

  Dec 2003 - Jan 2005

  Finance and lending agent

  Responsibilities / Achievements;• Customer service.• Assess applications for personal finance• Process limit increase requests and sales to customer accounts• Conduct credit reference checks and employments checks where required• Adhere to strict roster, call quality and call quantity requirements• Adhere to Privacy Act and security policies.

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  Medicare australia

  Jan 2005 - Jan 2006

  Customer service consultant

  Responsibilities / Achievements;• Customer Service• 1st Level support for online claiming applications• 1st Level support for Public Key Infrastructure (PKI) registrations and enquiries• Promotion of Medicare electronic initiatives

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  Department of natural resources and mines (queensland)

  Jan 2006 - Jul 2006

  Service desk consultant (contract)

  Responsibilities / Achievements;• First point of contact for all IT related queries• Preparation of management reports• Incident management• Staff training• Problem resolution and escalation• Establish and moderate knowledge base• Process faxed requests

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  Norton rose fulbright

  Jun 2006 - Jan 2015

  It support analyst

  Reporting to the IT Customer Services Manager the role involves supporting a user base of over 2000 customers. Operating under an ITIL framework there is strict adherence to Service Level Agreements and IT staff are expected to be professional, courteous and able to communicate effectively with all types of customer. My yearly performance reviews result in an Outstanding rating for several areas of review, namely Client Engagement and Provision of Technical Knowledge. Responsibilities;• Provision of end-user IT desktop support for 2000+ corporate users• Provide 2nd and 3rd level application support for all IT applications.• Administration of user accounts.• Identifying and resolving any network technical issues.• Conduct usability, performance and compatibility testing of new applications and hardware. • Provision of IT systems induction training for new staff.• Provision of IT systems training for all staff upon introduction of Standard Operating Environment (SOE) upgrade.• Maintenance of IT asset register.• Create and amend knowledge base articles for IT systems and applications.• Manage IT requirements for office relocations.• Advise and coach clients through IT processes. • Manage Ad Hoc IT requirements for special client projects.Achievements; • Several successful SOE rollouts which included setup of new equipment, implementation of new software and associated training for 200+ customers. • Entire office relocation of 200+ customers which involved infrastructure relocation, workstation relocation, AV set up and testing of all IT equipment. • Several nominations and awards for Business Services Chairman’s Awards for providing excellent service to the business. • Secondment to Team Lead in Brisbane Office for 6 months whilst manager was away.• Being a preferred point of contact for customers nationally to resolve their IT issues and provide advice and coaching to improve efficiency with IT systems use Show less

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  Redland city council

  Feb 2015 - Dec 2015

  Applications support officer

  Working within the Technical Management Team of the Information Management Group the role provides 2nd level IT support to Councils 1000 (approx.) employees. Operating under an ITIL framework the role involves support and maintenance of Councils corporate applications, resolving complex application and system problems, producing technical documentation and project participation. Support is provided via phone, email and face to face with a wide range of customers across a variety of sites. The role requires a close working relationship with other team members as well as other areas of IT and the organisation as a whole and relies upon well-developed commination skills, a team focused attitude and an empathetic approach to problem resolution. Responsibilities;• Provision of desktop support to Council staff• Relocation of IT equipment• Roll out of new IT equipment• Troubleshoot and resolve complex technical problems• Evaluate, test and provide 3rd party applications and upgrades• Participate in various IT projects• Configure and test new IT equipment to stakeholders satisfaction• Produce documentation and provide training for new IT equipment• Liaise with 3rd party providers to resolve complex application issues• Impart knowledge and provide process\technical documentation to colleagues• Relieve Service Desk staff when required• Update incident requests to ensure time is accurately recorded to be measured against Service Level Agreements.Achievements;• Redland Planning Scheme project. Successfully configured, tested and delivered new equipment to be used during public consultation with Council staff. This involved producing a user guide and providing face to face training for Council staff.• Co-ordinate and facilitate bulk equipment re-location. Required working with Facilities team to co-ordinate the relocation of 20 staff and their equipment during office hours with minimal disruption to their work activities. Show less

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  K&l gates

  Jan 2016 - Mar 2025

  Senior desktop support analyst and collaboration specialist

  Unsupervised provision of Desktop Support services to a busy office of 70 staff. Working in a time critical environment to ensure minimal disruptions to IT and AV systems whilst maintaining a friendly, helpful and professional demeanour. Global Collaboration support ensuring Cisco Webex and MS Teams meetings and seminars run smoothly and meet client expectations.Responsibilities:-Provide face to face desktop support and training to 70+ users in the Brisbane office.Provide remote support to staff working off-site and in interstate offices.Maintain asset register for all IT devices in the Brisbane office.Provide solutions to improve work process efficientcy and identify areas where processes can be re-engineered.Perform basic network maintenance including replacing end of life equipment.Facilitate and manage national video conferences, webinars and confidential meetings via Webex and Teams.Provide advice on best practice for secure file transmission and file sharing. Show less

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  Nioa

  Mar 2025 - now

  Ict support specialist