Experience

Total Computer Technology

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Team Leader

  • Jun 2022 - Present



MPN DIGITAL

• Owner/Operator

  • 2010 - Present

  I am the primary photographer for MPN Digital. I specialize in Motorsports photography. www.mpndigital.com I am the primary photographer for MPN Digital. I specialize in Motorsports photography. www.mpndigital.com



Somerville

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Modern Workplace Team Leader

  • Jun 2021 - Jun 2022



NTT DATA Services

• Project Program Management Sr. Analyst

  • Jun 2016 - Jun 2021

  L2 Service Desk Agent, Team Lead• Manage projects with oversight from their supervisor.•Maintains / builds relationships with other groups that impact the technical aspect for support services (e.g. tool content teams, product group).• Provide weekly feedback on coaching and training events that took place during the week and how the team is progressing.• Responsible for partnering with technicians to obtain resolutions to complex technical issues- helps others deliver results.• Coacheing of employees to achieve their metric results through mentoring sessions.• Performs quality audits. • Collaborate with third party vendors and makes inquiries and/or requests technical assistance• Advanced ability to develop business relationships and communicate effectively with the user community. • Advanced trouble shooting skills.• Advanced understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.• Works effectively and efficiently when under time constraints or in high stress/pressure environments.• Applies advanced understanding of client service techniques as required to address PC problems

• Project Program Management Analyst

  • Sep 2009 - Jun 2016

  L1 Service Desk AgentPrincipal Duties and Responsibilities > Provides first-level support> Uses troubleshooting techniques and tools to identify technical defects/issues> Assigns incidents in line with documented guidelines and procedures> Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident> Clearly and concisely logs and tracks details of solutions provided to resolve customer issue (logs all ACD calls, emails and call-backs) maintaining and updating customer database> Consistently performs to set targets> Escalates problems in line with documented procedures, as appropriate> Maintains comprehensive knowledge of service offerings along with future industry products and technologies> Attends required technical training sessions and makes effective use of assigned lab time> Complies with schedule adherence to ensure overall service level targets are achieved> Identifies and provides input on unique or recurring customer problemsKnowledge, Skills and Abilities> Working knowledge of all software currently shipped with NTTD client products and basic knowledge of legacy operating systems> Working knowledge of PC architecture/technology> Working knowledge of NTTD and customer supplied applications> Thorough knowledge of Service Procedures> Thorough knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines> Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills> Thorough knowledge of on-line tools> Good organizational skills> Good interpersonal skills> Excellent telephone and customer handling skills> Ability to handle stressful situations.> Ability to deal professionally with irate customers> Ability to learn new products and technologies> Excellent verbal and written communications in English