Experience

• 

  Statistics new zealand

  Mar 2014 - Oct 2016

  Customer service representative

  -HLFS Survey Calls-Customer query management and Support-Assisting in Technical as and when needed.

• 

  Dtsl

  Oct 2016 - Jul 2019

  Level 1 & 2 technical support provider for customer queries and issues - Create, manage & follow up tickets with end users- Actively monitor and maintain the relevant service desk systems and processes- Working with AD , Office 365, Citrix and Azure- Experience working on a wide range of technologies alongside senior technicians Team leader of the onsite HP team - Recognised for achieving record-breaking completion targets- Creating an inspiring team environment for 10 engineers, with an open communication culture- Delegating tasks and overseeing day-to-day operation Certified engineer for Dell, HP and Lenovo computers- Technical IT support for end users - Identifying problems and coordinating corrective action- Assisting senior engineers and escalating tickets as required - Making detailed reports on work completed on each machine

  • Service Desk Analyst

    Aug 2018 - Jul 2019

  • Field Services Lead

    Sept 2017 - Aug 2018

  • Field Service Engineer

    Oct 2016 - Oct 2017
• 

  Aurecon

  Jul 2019 - Sept 2019

  User support specialist

  -Responding to critical and major incidents as escalated, according to established procedures-Providing telephone and face to face technical support to users regarding technical issues (level 1-2)-Providing the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided-Answering technical queries and providing advice and education to clients on IS services-User Training and adoption of new technology

• 

  Auckland uniservices limited

  Oct 2019 - Jun 2021

  Is support analyst

  Level 1 & 2 technical support for staff queries including:- System administration- Respond to user support requests & issues, including support of user applications and use of conferencing & projection systems- Understand standard IT configurations and procedures- Provide user training in OS, applications (ad hoc or scheduled) and developing online training resources- User management (creation/deletion of account)- Assist IS team across a range of projects e.g. COVID-19 response- Delegate & track certain tasks to out-sourced IT provider Show less

• 

  Ey

  Jun 2021 - now

  -Responsible for leading the client's IAM and PAM Managed services-Elicit and document business requirements; develop custom reports; workflows and policies (as needed).-Responsible for assisting in the definition and delivery of project scope, goals, and outcomes within a team.- Maintaining and developing client solutions as part of the Project team.-Manage the delivery of expected support or agreed-upon managed services as the primary interface between the customer, EY, and the product vendor.-Diagnose potential problems and implement required fixes after conducting initial troubleshooting.-End-to-end support for all inbound queries, including progress tracking and reporting.-Support the lifecycle of all calls, ensuring they are closed efficiently and with the highest degree of customer satisfaction.-Maintaining the helpdesk case logging system, documentation, user manuals, and procedures to ensure accurate information is recorded and updated.-Identify opportunities for improvement of processes and implement them.-Maintain relevant technology skills and/or certifications. Show less -Responsible as part of a team for assisting in the definition and delivery of project scope, goals and outcomes for allocated projects.-Act as the primary interface between the customer, EY, and product vendor to proactively manage the delivery of expected support or agreed managed services.-Perform initial trouble shooting to identify potential cause of issues and implement required fixes.-Supporting all inbound queries end-to-end, including progress tracking and reporting functions.-Assisting the lifecycle of all calls, ensuring calls/tickets are closed as efficiently as practical with the highest level of customer satisfaction possible.-Maintaining the helpdesk case logging system, documentation, user manuals and procedures to ensure information is recorded and updated accurately.-Identifying opportunities for improvement of processes and implement.-Maintain relevant technology skills and/or certifications. Show less

  • Cyber Security - Manager

    Jul 2023 - now

  • Senior Cyber Security Consultant

    Mar 2022 - Jul 2023

  • Cyber Security Consultant

    Jun 2021 - Mar 2022