Service Desk Team Leader

• Sep 2021 - Present

Lead a team of Service Desk Analysts to provide exemplary first level supportKPI setting and monitoring, performance management and reviewAssist with roll out of new applications and technologiesRecruitment and management of staffIncident analysisRequest fulfillmentManagement of enterprise phone systemProject managementWork collaboratively to meet organisational and departmental goals

Service Desk Analyst

• Sep 2020 - Sep 2021

Provide first level supportAccurately log incidents and requestsEnsure fixed on first rate of >85%Remote assistance to staff via phone, email and Microsoft Service ManagerUse tools (SCCM, Azure Active Directory, Active Directory, Citrix Director, Group Policy) for Incident and Request managementAssist in roll out of new applications and technologiesUser guide creationInternal knowledge management

Clinical Network Scientist

• Mar 2019 - Sep 2021

Ensure the compliance of regional SA hospitals and medical practices with EQA/QC national guidelines for Point of Care Testing (PoCT) Remote troubleshooting of PoCT equipment via phone and email Implement new clinical devices and technologies including onsite installations in remote and regional SA In person and videoconference training of nursing staff, clinical staff and patients for PoCT devices, apps and databases Present project data at international conferences Supervision and management of a small team Management of databases and websites containing health care information Create and update SOPs, QC documentation, reports etc. Remote home monitoring of chronic disease patients Thorough documentation of results Work in teams and autonomously to achieve network goals Write and proof monthly internal and external control reports Show less

Research Assistant

• Oct 2016 - Mar 2019

Ensured the integrity of the CADOSA biobank samples via QC and QA principles Developed storage and retrieval techniques to improve biobank sample viability for clinical use Informed and consented patients to be enrolled in the CADOSA biobank Use of FreezerPro to manage biobank specimens Collected and processed human blood samples for storage in the CADOSA biobank Designed QC/QA SOPs and result documentation Managed stock levels for a laboratory Designed and implemented different assays to achieve the aims of different clinical trials Presented project updates to other staff as well as international guests Show less

General Hand

• Oct 2015 - Oct 2016