Experience

JB Hi-Fi Education Solutions

• Australia
• Retail
• 1 - 100 Employee

• System Engineer

  • Dec 2022 - Present



Southern Migrant & Refugee Centre

• Australia
• Non-profit Organizations
• 1 - 100 Employee

• IT Support Specialist

  • Jun 2022 - Sep 2022

  🔸Configure, install, test and troubleshoot PCs, software and hardware systems whilst conducting root cause analysis to identify and implement preventive actions, improving issue reoccurrence rate by 7%. 🔸Managed support requests and incidents in the JIRA service management tool and assisted in implementing customised workflows to escalate incidents based on priority which improved turnaround time by 12%. 🔸Provided administration support for Microsoft 365 application suite and performed testing and deployment of changes and upgrades using Microsoft System Center Configuration Manager. 🔸Worked with the security engineers to review risk management framework and compliance tracking measures and implement endpoint protection solutions to improve threat detection & response capability. 🔸Developed comprehensive end-user manuals, FAQs IT policy documentation which resulted in reducing 1st level of incidents and end-user knowledge.