Experience

• 

  Australian unity

  Jan 2017 - Mar 2021

  Concierge professional

  - Provide exceptional customer service to clients and staff members ensuring their needs are met promptly and courteously. - Assist with booking reservations, leveraging strong organizational skills and attention to detail to coordinate arrangements efficiently.- Address guest concerns and resolve issues promptly, demonstrating empathy, professionalism, and discretion while working to exceed expectations and maintain satisfaction.- Monitor access to facilities, enforce security protocols, and ensure the safety and well-being of clients and property. Respond to emergencies and provide assistance as needed, following established procedures.-Coordinate special events, conferences, and celebrations, liaising with vendors, managing logistics, and ensuring seamless execution.- Utilize technology tools and communication platforms to effectively manage guest interactions, maintain records, and communicate updates or special offers to enhance engagement and satisfaction.Collaborate with colleagues across departments, including front desk staff, housekeeping, and maintenance teams, to ensure seamless operations. Show less

• 

  News corp

  Mar 2021 - now

  - Managing and optimizing the security runtime environment to ensure robust protection against threats and vulnerabilities in real time.- Configuring, monitoring, and maintaining Web Application Firewalls (WAF) to mitigate risks like SQL injection, cross-site scripting, and bot attacks.- Conducting comprehensive security testing for applications and APIs, identifying vulnerabilities, and providing actionable remediation guidance to development teams.- Promoting secure coding practices by collaborating with developers, conducting code reviews, and offering training to enhance awareness of potential security risks.- Participating in threat modelling and risk assessments to proactively identify and address potential security issues during the development lifecycle.- Staying current with emerging cybersecurity threats, tools, and techniques to ensure the implementation of industry best practices. Show less - Provide advanced technical support and guidance to junior analysts and end-users, serving as a point of escalation for complex issues and leveraging deep expertise to drive efficient resolutions.- Mentor junior team members, sharing knowledge, best practices, and troubleshooting techniques to foster their professional development and enhance the overall skill level of the team.- Lead initiatives to streamline service desk processes, optimize workflows, and implement automation solutions to increase efficiency, reduce response times, and improve customer satisfaction.- Conduct thorough root cause analysis for recurring incidents and service disruptions, identifying underlying issues, implementing corrective actions, and preventing future occurrences through proactive measures.- Collaborate with external vendors and service providers to troubleshoot complex issues, coordinate service delivery, and escalate unresolved issues while maintaining strong relationships and driving accountability.- Provide technical expertise and support for IT projects and initiatives, including system upgrades, migrations, and deployments, ensuring smooth transitions and minimal disruption to end-users.- Stay abreast of industry trends, emerging technologies, and best practices in IT service management, participating in training programs, certifications, and knowledge-sharing activities to continuously enhance skills and expertise.- Oversee the creation, maintenance, and dissemination of technical documentation, knowledge articles, and self-help resources, empowering end-users and junior analysts to resolve issues independently.- Contribute to the development of strategic IT plans and initiatives, providing insights and recommendations based on experience and expertise in service desk operations, technology trends, and organizational objectives. Show less - Provide first-line technical support to end-users via phone, email, live chat or in person, resolving hardware, software, and network issues promptly and courteously.- Log, track, and prioritize incidents and service requests using IT service management (ITSM) tools, ensuring timely resolution and adherence to service level agreements (SLAs).- Diagnose and troubleshoot technical problems, utilizing knowledge bases, documentation, and collaboration with colleagues to identify and implement effective solutions.- Educate end-users on IT policies, procedures, and best practices, offering guidance and training to optimize their use of technology resources.- Escalate unresolved issues to appropriate support teams or higher-level technical specialists, providing detailed information and maintaining communication with stakeholders until resolution.- Maintain accurate records of hardware and software inventory, tracking equipment assignments, warranties, and license compliance to facilitate efficient resource management.- Create and maintain documentation, knowledge articles, and FAQs to support self-service and empower end-users to troubleshoot common problems independently.- Participate in team meetings, feedback sessions, and process reviews to identify opportunities for improvement in service delivery, efficiency, and customer satisfaction.- Provide remote assistance and troubleshooting for distributed teams or remote users, utilizing remote desktop tools and collaboration software to deliver effective support regardless of location.- Adhere to ITIL (Information Technology Infrastructure Library) best practices, following the established incident, problem, change, and knowledge management processes to maintain service quality and compliance.- Solicit feedback from end-users, measure customer satisfaction levels, and take proactive steps to address concerns and enhance the overall support experience. Show less

  • Senior Service Desk Analyst (Cyber Security Trainee)

    Sept 2024 - now

  • Senior Service Desk Analyst

    Apr 2022 - now

  • Service Desk Analyst

    Mar 2021 - Apr 2022