Experience

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  Accenture

  Oct 2012 - Jun 2014

  Service desk analyst

  Accenture is a global management consulting and professional services firm that provides strategy, consulting, digital, technology and operations services.• Resolving user issues over phone, emails and remote session for a media giant in UK.• Troubleshooting Oracle, Windows, Mac, CITRIX, and Canon Uniflow issues.• Tracking end-to-end service solutions through ITSM (Remedy) ticketing tool.• Assisting client product trainers to gain subject matter expertise.• Creating tickets for all work and keep systems up to date with progressions and escalations. • Experience in MS Share point applications.• Training new recruits and helping other consultants in new products and system software.PROJECTRFP for Google: Being the face of Accenture and the technical conduit, handled all enquiries from their leadership team and hand-picked for YouTube product. Show less

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  Iag

  Aug 2014 - Apr 2015

  Technology service desk consultant

  A multinational insurance company headquartered in Sydney, Australia with 13,500 employees globally.IAG took over Wesfarmers and my role was to oversee the transition project of applications was successful and seamless.

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  Computershare australia

  May 2015 - now

  Service desk analyst

  Computershare is a global market leader in transfer agency and share registration, employee equity plans, proxy solicitation and stakeholder communications and has over 16,000 employees worldwide.Senior member of a team of 6, overseeing 2,000 users across Oceania and supporting users globally. Point of contact for communications and investigating major incidents and escalations.ACHIEVEMENTSFormulate automated Windows PowerShell SCRIP based on the gaps and inefficiency reducing the number of tickets by 50%. Constantly rated amongst top 3 team member for monthly stack ranking in quality analysis.Nominated for employee of the year by Senior Manager.PROJECTSTransitioning Project (7 months): Transfer of the service desk services from Oceania to EMEA region including all knowledge of processes. Onboarding Project (2 months): Revamp the onboard process of new starters.Disaster Recovery Project: Partner with the Business Continuity Manager to ensure servers were location independent across our sites. Show less