Service Desk Engineer

• Sep 2022 - Present

Help Desk Technician

• May 2018 - Sep 2022

Quality Control Inspector - Assembly Shop Team Member

• Aug 2017 - Oct 2017

- Inspect body for surface damage defects (dent/scratch/chip) within a fixed time frame (cycle time).- Inspect numerous car parts for function, fitment, and defects all within a fixed time frame (cycle time).- Record found defects on a line card and on the EDR system, and escalate reoccurring defects to TeamLeader.- Achieved TMCA's plant production closure goal of "Last Car = Best Global Car".

Assembly Technician - Body/Weld Shop Team Member

• Nov 2016 - Aug 2017

- Assemble doors, bonnet, boot following standardised work to ensure safety and quality.- Operate a spot weld gun.- Operate a MIG welder to perform tack welds.- Apply sealer using a sealer gun.

Quality Control Inspector - Paint Shop Team Member

• Mar 2016 - Nov 2016

- Inspect paint, body, and sealer for defects within a fixed time frame (cycle time).- Record found defects on a line card, and escalate reoccurring defects to Team Leader.- Recipient of 4 Hawkeye awards for identifying defects outside of normal check areas.

Service Desk Analyst

• Aug 2010 - May 2012

- Document and resolve internal and external customer service and access requests effectively, within agreed SLA time frames. Via phone, email, and web portal (console). - Meet service desk KPI's, complete monthly deliverables (FAQ's and KB articles), survey customers for support feedback i.e. Net Promoter Score (NPS). - Escalate matters to 2nd/3rd level support, as well as other internal departments. - Raise Change Requests via an internal Change Management system. - Document and resolve internal and external customer service and access requests effectively, within agreed SLA time frames. Via phone, email, and web portal (console). - Meet service desk KPI's, complete monthly deliverables (FAQ's and KB articles), survey customers for support feedback i.e. Net Promoter Score (NPS). - Escalate matters to 2nd/3rd level support, as well as other internal departments. - Raise Change Requests via an internal Change Management system.

Assistant Technical Officer (Contract)

• Jun 2010 - Jun 2010

- Preparing 50 workstations for disposal (HDD sanitising and imaging using DBAN & Symantec Ghost). - Hardware diagnostics & troubleshooting of non-working disposal PC’s. - Conduct the 2010 hardware audit consisting of approx. 1,000 assets (PC’s, monitors, printers, scanners, etc.). - Preparing 50 workstations for disposal (HDD sanitising and imaging using DBAN & Symantec Ghost). - Hardware diagnostics & troubleshooting of non-working disposal PC’s. - Conduct the 2010 hardware audit consisting of approx. 1,000 assets (PC’s, monitors, printers, scanners, etc.).

Administrative Assistant (Work Experience)

• Aug 2007 - Aug 2007

- Answer and document phones enquiries from customers. - Invoicing approx. 10 client transactions per day. - Entering data into MYOB to manage cash flow. - Support internal staff with general administrative jobs. - Assisted onsite technician with computer deployment. - Answer and document phones enquiries from customers. - Invoicing approx. 10 client transactions per day. - Entering data into MYOB to manage cash flow. - Support internal staff with general administrative jobs. - Assisted onsite technician with computer deployment.