Assistant Manager

• Jun 2022 - Present

Senior Office Support Specialist

• Oct 2018 - Jun 2022

IT Helpdesk Analyst

• Jun 2018 - Oct 2018

IT Helpdesk Analyst

• Aug 2015 - Feb 2016

1. Receives requests for support or advice from users and other staff members, takes ownership of and responsibility for the requests and prioritises them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation. 2. Where necessary, liaises with and/or refer support requests to other IM&T staff members as well as IT department staff in other organisations. 3. Investigates faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution. 4. Monitors the progress of requests for support and ensures that users and other interested parties are kept informed. 5. Maintains the Organisation’s desktop hardware and software to required standards. 6. Ensures that systems used by the department, such as the inventory of assets and Helpdesk call system, are kept up-to-date and as accurate as possible. 7. Ensures that all work is carried out and documented in accordance with required standards, methods and procedures. 8. Monitors all user problems and system faults identifying trends and patterns and when necessary, feeds-back information to relevant IT staff (e.g. Operations, Implementations, management etc.) regarding any recurring problems or faults being experienced. 9. Provides expert guidance/advice and acts as a mentor to less experienced colleagues. 10. Undertakes such other duties as may reasonably be required of you commensurate with your general level of responsibility and the general scope of the post, as determined by the Helpdesk Team Supervisor or the User Support Manager. Show less

IT Specialist

• Dec 2013 - Aug 2015

• Enter all incidents into Problem Management System • Ensure detailed explanations of user problems and call resolutions are entered into Problem Management System; • Provide timely updates to incidents according to Support Center guidelines; • Interact with other internal or Client departments and other support groups to ensure quality service and support; • Escalate to client level support or other support groups all complex problems or issues according to procedures established; • Provide excellent customer service support in a professional, patient and understanding manner; • Communicate effectively and regularly with internal groups, as well as with Client; • Answer customer calls in a timely manner and in line with Support Center guidelines; • Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service; • Maintain extensive knowledge of Support Center Policies and Procedures; • Proven ability to organize and take direction; • Ability to recognize priority issues and escalate accordingly; • Patience and experience in working with difficult or frustrated callers; • Worked as a backup Command Center Agent from April 2014 to present. Show less

IT Help Specialist

• Nov 2012 - Dec 2013

You name it, I do it! You name it, I do it!

Human Services Specialist III

• Oct 2004 - Aug 2008

Helping Americans whom has experienced a natural disaster receive Federal Aid assistance. Tasks: Registering Applicants Processing Cases (Reviewing applications, investigating paperwork/households, and verifying receipts) Helping Americans whom has experienced a natural disaster receive Federal Aid assistance. Tasks: Registering Applicants Processing Cases (Reviewing applications, investigating paperwork/households, and verifying receipts)