Experience

Electoral Commission of Queensland

• Australia
• Government Administration
• 1 - 100 Employee

• Service Desk Officer

  • May 2021 - Present

  I returned to ECQ to this work in their Business-as-Usual Service Desk. I resumed duties to provide support for Returning Officers during by-elections, and took on the following First, Second and Third level support duties: - Responded to incoming user support requests via phone, email, and the Jira Support Portal. These requests were categorized and prioritized by impact and severity. - Undertook user and device administration in a Hybrid Active Directory/Azure environment. - Assisted in the ongoing work to improve Intune Autopilot device enrollment for Corporate PCs. - Packaged and deployed and updated software via Intune. - Provided support for network and telephony issues, patching network ports, and escalating issues as required to senior staff and network support vendors. Some of the other projects I have worked on in this role: - Investigated and began implementation of a new Asset Management tool, Snipe-IT. - Implementing an unlimited, in-place email archive for all staff. - Began a corporate mobile device refresh, recommending new devices, and evaluating which currently deployed devices had reached end of life. Show less



Electoral Commission of Queensland

• Australia
• Government Administration
• 1 - 100 Employee

• Technical Support Team Lead

  • Jul 2020 - Jan 2021

  After my work on the Local Government election, ECQ offered me the opportunity to lead the technical support team employed to support election staff for the 2020 State Government election. Responsibilities of my role included: - Assisted in the recruitment and rostering of five technical event support staff. - Managed a team of four technical event support staff. - Reviewed and updated technical support documentation for the 2020 State Government election. - Assisted in updating previously developed hardware and software packages to be deployed across Queensland to Returning Officers (election operation staff).- Setup and maintained Telstra call centre queues, schedules, and reports.- Developed and maintained a Jira Support portal for the project, to manage incoming support requests, and provide reports for key business stakeholders.- Provided regular team updates to senior management, identifying potential risks and blockers. - Liaising with key stakeholders throughout ECQ to facilitate Election staff training and communication. - Contributing to the Project Closure report, providing performance reports for the Service Desk, and making recommendations for future Election projects. Some of the other projects I undertook during this role:- Managed the purchase, configuration, and deployment of TeamViewer as a remote support tool for ECQ.- Assisted the Service Desk with the migration of the Jira ticket management system from Jira Server to Jira Cloud.- Assisted with the development of a meeting room kiosk PC solution using Windows Autopilot enrollment. Show less

• Service Desk Analyst

  • Dec 2019 - Jun 2020

  This dynamic role has been an exciting challenge, requiring flexibility to assess and adapt to changing requirements. Some of the duties I undertook during the position include: - Identify and document technical support requirements for the Election project. - Assist in the development, testing and support of a complete package of hardware (including a Windows PC, Android phone, multifunction printer and 4G network device) to be deployed to multiple sites across Queensland. - Assisted in the recruitment, rostering, training and mentoring of the technical support team. - Assisted in the maintenance of the project call centre software. - Developed and maintained a Jira Support portal for the project, to manage incoming support requests, and provide reports for key business stakeholders.As part of this project, I used the following Microsoft Cloud products: - Azure AD to administer and troubleshoot user accounts. - Intune to administer Windows and Android devices. - Microsoft Admin Center to administer Exchange, OneDrive and Teams and Licensing.I also undertook other project support tasks as required.After the election was concluded, I was kept on to assist the Service Desk with day to day operations, including:- Auditing all ICT equipment deployed across multiple ECQ sites.- Providing post-project support and feedback for project closure reporting. - Audit of administrative privileges throughout ECQ, specifically focused on the Service Desk.- Provide recommendations for new CMDB solutions- Provide recommendations for the upcoming State Government Election project Show less



Auto & General Australia

• Australia
• Insurance
• 700 & Above Employee

• Senior (Level 2) Service Desk Analyst

  • Sep 2017 - Jul 2019

  The Service Desk was the first point of contact for all incoming IT incidents and requests. As a Second Level Service Desk Analyst, I was the first point of escalation for the Service Desk Analysts. My responsibilities included: - Mentor and coach Service Desk analysts to resolve issues at first point of contact where possible, then consult and escalate as necessary. - Manage and report on team workload using ServiceNow. - Liaise with the Desktop Support Team to diagnose and troubleshoot hardware and SOE faults. - Manage user mailbox access and security in Google G Suite. - Development of PowerShell tools to assist team with repetitive tasks. - Telephony management and troubleshooting in Avaya Site Administration. - Manage virtual machines in VMWare. - Restore archived files using NetBackup. - Configuration and troubleshooting of remote user access, for both Citrix Remote Desktop and GlobalProtect VPN platforms. - Identify and report security breaches to Security Analysts, implement changes on their recommendations. - Configure and troubleshoot Citrix virtual desktops for users on Wyse Thin Client terminals. - Active Directory User and Computer account management. - Consult and escalate to third level support team as required. - Follow document standards and change management procedures. - Group Policy configuration and troubleshooting. Show less



Sunsuper

• Australia
• Financial Services
• 100 - 200 Employee

• Support Engineer

  • Aug 2016 - Jun 2017

  Duties in this role included: Level 1-3 desktop support; Active Directory User and Computer account management; SCCM 2012 application packaging, deployment and troubleshooting; Managed Operating Environment (MOE) task sequence development and deployment, with a focus on developing a production MOE for Windows 10; Group Policy management and troubleshooting; Configuration and troubleshooting of mobile devices with the MobileIron MDM platform; Configuration and troubleshooting of remote user access, for both Citrix Remote Desktop and VPN platforms; Mentoring less experienced staff on the team; Providing business with technical advice and assistance in locating the source of an issue. Show less



Sonic Healthcare

• Hospitals and Health Care
• 700 & Above Employee

• Techinical Services Officer

  • Feb 2016 - Aug 2016

  The Technical Services Officer provides second and third level support to multiple business entities within the Sonic Healthcare Group. This role works closely with other teams within Sonic to ensure that core systems provide the functionality required by each business entity, and to ensure that locally managed systems conform to appropriate Sonic standards. My responsibilities in this role included: - Work with minimal supervision within a virtual team; - Identify the priority of issues and provide an appropriate resolution or work around as required; - Actively communicate improvements and known issues with Sonic IT; - Negotiate suitable outcomes amongst conflicting requirements; - Follow document standards and change management procedures; - Understand the importance of configuring and maintaining secure corporate systems; - Provide second level support for Footprints ITSM calls. - Install, configure and maintain network devices including but not restricted to PCs, Printers, Print Servers, Terminal Servers, laboratory machine interfaces, Switches and application software. - Assist with the implementation of LAN infrastructure to business practices. - Develop training materials for staff. - Liaise with vendors and service providers to ensure that systems perform optimally. - Monitor and report the performance, availability and security of systems. - Maintain comprehensive and accurate configuration and operations documentation. - Assist with the development, documentation and testing of disaster recovery procedures. - Provide regular reports to the Sonic Technical Services Team Leader on the operation of systems as requested. Show less



Cardno

• Australia
• Design Services
• 700 & Above Employee

• Service Desk Analyst

  • Sep 2015 - Jan 2016

  - Responding to requests for technical assistance through EasyVista ITSM, ensuring that the highest standards of customer service are maintained at all times - Diagnosing and resolving technical hardware and software issues - Partnering with end users to guide them through appropriate action - Ensuring support is in line with agreed Service Desk procedures and Service Level Agreements - Ensuring an accurate log is recorded of all Service Desk interactions - Administering Service Desk software - Escalating technical issues through the appropriate levels of command - Preparation of activity reports - Ensuring Level One queries are actioned through EasyVista within agreed Service Level Agreements Show less



BESIX Watpac

• Australia
• Construction
• 400 - 500 Employee

• Service Desk Analyst

  • Aug 2014 - Aug 2015

  The Watpac Service Desk is spread across four offices. They are the first point of contact for all incoming IT faults, inquiries, and procurement. My responsibilities in this role included: - Log all incoming Service Desk incidents and service requests HEAT ITSM, with comprehensive details. - Liaise with Service Desk team members to manage and allocate work in the incident queue, sharing workloads between states where possible. - Respond to and resolve incidents / service requests within agreed Service Levels. As per ITIL definitions, identify, log and manage problems, in consultation with the Service Delivery Manager. - Provide first and second level technical and desktop support to the business (including installation, configuration and deployment). Support to include; hardware, software, desktop, laptop, tablet, mobile / smartphone, and printers. - Manage external vendors to deliver support outcomes as per contracted Service Levels and/or end-user expectations. This includes the use of existing processes for ordering IS capability for end-users and sites, confirming receipt and function of ordered solutions. - Maintain the Information Systems Asset Register to manage provision, recovery or retirement of IT assets. This includes ordering, allocation and collection of all IT related equipment. - Manage the process for faulty hardware to be replaced, repaired or serviced. - Train staff on the use of hardware, software and remote access used throughout the business. - Create and maintain Service Desk documentation for both Information Systems and end-user use. - Perform additional duties as required. Show less



Urban Utilities

• Australia
• Utilities
• 700 & Above Employee

• Billing Operations Officer

  • May 2008 - Jan 2014

  As part of my duties as a Billing Operations Officer:- I developed business reports using SQL. This required liaising with end users to gather business requirements, designing and implementing the new report to integrate with existing business processes.- I provided technical application support for over 150 internal users, including user accounts, reporting issues, Microsoft Access application issues.- I investigated and resolved complex system-related issues, including investigating, recommending and implementing solutions.- I developed Microsoft Access applications to automate key business functions. Using Access macros and the AutoIT scripting language I eliminated 90% of human errors and saved 2 hours of work daily for the Billing Operations team. - I developed an Excel workbook containing VBA to refine a regularly run system process from 30 hours of work to 4 hours. The workbook automatically retrieved data from an external contractor, checked for data errors, reformatted the data to match the database, validated the data using an ODBC connection, created an automatic error log, and output valid data into a file that could then be used in a separate process.- Processed and managed requests raised through Remedy ITSM.- Analysed XML files produced by billing system for logical errors or financial discrepancies. Show less

• Billing Operations Team Leader

  • Mar 2012 - Feb 2013

  As the Acting Team Leader for the Billing Operations Team, I supervised a team of three, undertaking human resource management, including the development of workforce plans, work allocation processes, performance management and career planning strategies. I undertook the training of my staff members in operational processes using SQL, Crystal Reports, VBA, Microsoft Access and the HiAffinity billing system. Some of my key achievements and responsibilities in this role were:- Managed the billing of 530,000 customers with 99.99% accuracy as per the quarterly billing schedule.- Developed a new training plan to standardize skill sets across the team.- Liaised with external contractors responsible for meter reading and bill printing, to improve operational processes, and to resolve any operational issues. - I worked on the IT separation project. This was to change QUU’s IT contractor from Brisbane City Council to Fujitsu. As part of this project I planned and undertook system tests using HP Quality Centre. I also liaised Fujitsu technicians as a subject matter expert to assist in their support of the systems. Show less



Brisbane Water

• Customer Service Officer

  • Feb 2008 - May 2008

  Assessed customers water consumption using the HiAffinity billing system. Worked with the High User Team to achieve targets in a short time frame. Managed and balanced the water meter ledger on a daily basis. Managed the retrospective billing of a large numbers of domestic and commercial accounts. Used Excel spreadsheets and Access databases to reconcile water meter exchanges. Other general administrative tasks as required. Assessed customers water consumption using the HiAffinity billing system. Worked with the High User Team to achieve targets in a short time frame. Managed and balanced the water meter ledger on a daily basis. Managed the retrospective billing of a large numbers of domestic and commercial accounts. Used Excel spreadsheets and Access databases to reconcile water meter exchanges. Other general administrative tasks as required.



Department of Natural Resources and Water (Indigenous Services)

• Executive Assistant

  • Oct 2007 - Feb 2008

  Created internally generated briefs and correspondence items on the Mincor v4 correspondence tracking system. Liaised with the Executive Correspondence Team (ECT), the Director-General's office and the Assistant Director-General's Office for quality assurance checking on correspondence items. Monitored the Executive Director's email inbox and liaising with the Business Advisor regarding matters that require urgent attention. Organised travel and accommodation for the Executive Director as required. Answered phone calls and taking messages for all Indigenous Services managers as required. Recorded meeting minutes and distributed them as required. Collated and printed any information the Executive Director required for meetings. Maintained petty cash. Filing as required. Show less



Department of Natural Resources and Water (Land and Vegetation Services)

• Administration Assistant

  • Mar 2007 - Oct 2007

  Managed emails and appointments for Regional Manager. Assisted Project officer with budget allocation. Developed a filing system for the Regional Manager to allow him to find files quickly and easily. Managed the Regional Manager's emails and calendar through Outlook. Answered phone calls from both internal and external clients as required. Liaised with all levels of the department in order research information and arrange meetings on behalf of the Regional Manager. Assisted in managing the Land Asset Management System (LAMS) database. Received, proof-read and forwarded on Ministerial and Executive correspondence Set up and organised catering for meetings. Assisted the Senior Project Officer with any tasks as required. Show less