Experience

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  David jones

  Nov 2020 - Mar 2022

  Service desk analyst

  - Delivery of level 1 and level 2 technical support- Use of Service Now to create/resolve incidents & requests- Deploying access changes to accounts using Azure Active Directory- Determining necessary escalations to level 3 support and arranging tickets to meet level 3 requirements- Contacting external vendors to organise hardware replacements and/or arrange a technician to visit the site - Completion of in-depth troubleshooting of software/hardware to determine source of the issue- Closing tickets in a timely manner to meet service level agreements- Monitoring store EFTPOS servers to ensure all stores EFTPOS machines are operational- Pushing data from Head Office servers via Automic to ensure stores have received the latest data batches- Pushing store data from POS systems to Head Office to ensure data is accurate and up to date- Creating and publishing knowledge base articles to assist colleagues in resolving unique/complex issues Show less

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  Nextdc

  Mar 2022 - Dec 2022

  Customer experience agent

  - Providing prompt and friendly first line communication for clients via telephone, email and ticketing systems- Providing first level resolution where possible and forwarding requests and incident notifications- Providing accurate customer advice and guidance on requests and incidents- Ensuring quality information is logged in the CRM system- Creating and updating knowledge management systems whilst ensuring documentation is accurate- Liaising with NEXTDC facilities and service delivery teams nationally to deliver seamless customer experience- Monitoring of critical infrastructure and escalation as required to the appropriate technology/facility support team- Assisting in the identification and/or risks listed in the Information Security Risk Register, including implementing the approved controls, processes and procedures- Generating monthly reports for customers, including data retrieval, cleaning and formatting- Providing monthly reports in a timely manner to meet SLAs Show less

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  Medical indemnity protection society ltd (mips)

  Dec 2022 - now

  Technology coordinator

  - General administration and coordination of IT business-as-usual functions.- Maintenance of vendor relationships with focus on delivering optimum customer service, and the coordination of agreements, renewals and IT records ensuring all work areas remain documented accurately and effectively.- Proactively recognising inefficiencies or problem areas as they arise and making recommendations tooptimise processes and improve quality of business.- Monitoring IT processes for quality, compliance, completeness and effectiveness and recommending change actions.- Working in an agile way and collaborating with key stakeholders to deliver on IT requirements.- Ensuring project management methodology is followed, including progress reports, risk and projectdocumentation.- Delivering operational processes and business outcome deliverables in line with risk management,compliance frameworks, and relevant regulatory, fraud control, audit and compliance requirements including delivery of internal audit requirements. Show less