Sales Support Manager

• Mar 2022 - Present

Senior Service Desk Analyst

• Mar 2021 - Mar 2022

Sales Support Specialist

• Jan 2021 - Feb 2021

Application Support Analyst

• Aug 2019 - Nov 2020

• Develop relationships with subject matter experts with the objective of understanding the business processes and key business drivers relating to the applications in all competency domains. • ServiceNOW (SNOW) Ticketing system and reporting tools • Provided first level Application support of core business applications • Completed required application audits as required. Maintain audit documentation to meet external audit requirements by Complete required Monthly/Quarterly/Biannual/Yearly audits. • Completed on-boarding for supported applications ensuring access is approved within SLAs. • Completed off-boarding for support applications ensuring all access is removed/disabled within SLAs. • Completed reporting as required assisting all Application Support Teams. • Proactively work with Operational Teams to assist with escalation of urgent incidents and inform Team Lead and Incident Management. • Work with the development teams or third parties when required to analyse defects and implement fixes • Engaged and managed the relationships with all levels from Mangers to team leads • Effective communicator with leaders and team members • Gain detailed understanding of the applications used within the environment and provided User Administration for applications such as o Saas CMS/Analytics o Global View Point o Microstrategy RADAR/EDW o Symantec VIP o Trello o SurveyMonkey o Salesforce Marketing Cloud and Service Cloud o Eclipse o WHISPIR o WHICS/Genero o e5 o Service NOW (SNOW) Show less

Senior Service Desk Analyst

• Apr 2016 - Aug 2019

• Support both technical aspects of the system and end-user tools • Management of major incidents with both internal and external clients. • Queue monitoring across the floor for Service Desk Analyst to ensure that we meet our SLA targets • Analysing reports to identify trends and opportunities across many facets • Point of contact alongside other seniors for five teams directly and other teams indirectly across when needed. • Maintaining quality of Service Desk Analyst tickets and providing feedback • Escalation of ticket/ Aged tickets and as well as calls dealing with major incidents. • Improving efficiency and knowledge within the department by providing knowledge for the department comprising call flows, process flows and key information previous not available • Engaged and managed the relationships with all levels from Mangers to team leads within Fields services engineers and major incident managements teams both internally and externally. • Involved in creating new process for the management of IVR messages and recording during major incidents as well as engaging the third party team members • Improved the service desk processes for major incidents, assignment of ticket to meet SLAs and emails. • Working closely and assisted Service Desk Analysts when they were busy by helping mange calls and providing feedback on ticket creation and call taking ie AHT Show less

Freelance Photographer

• Jun 2013 - Aug 2017

Portrait, Commercial, Corporate and Wedding Photography. Portrait, Commercial, Corporate and Wedding Photography.

Afterhour Service Desk Analyst

• 2013 - 2015

• Nightshift Helpdesk support 4x4 - 12HR shifts • Maintain service desk support via email, inbound and outbound calls. • Maintenance and Remote desktop support for a number of business LION, TWE , Astrazenca and Brisbane Airport, Eagleboys, Health Care • Providing High level of customer services for a large number of businesses on different platforms. • Monitor servers and services using performance management tools for supported business partners. • Managing major incidents internally and externally with clients. • On boarding and off boarding staff for different businesses. • Management of Major incidents and engaging teams for resolutions for different business Show less

Service Desk / Field Support Analyst

• 2012 - 2013

On Site Support

• 2006 - 2012