Experience

Penleigh and Essendon Grammar School

• Australia
• Primary and Secondary Education
• 100 - 200 Employee

• ICT support officer

  • Nov 2022 - Present

  • Use of Google Services • Installing and maintaining computer networks for both hardware and software. • Fixing the printers • Setting up and troubleshooting laptops for students and staffs • Setting up and troubleshooting iPads for students and staffs • Fixing issues by using freshdesk ticketing system • Configuring new systems, updates software packages, creating and maintaining computer networks, diagnosing and resolving IT issues. • Using MS Exchange and Active Directory for managing user accounts, creates groups, mail box accounts and granting permissions etc. • Maintaining computer systems, troubleshooting errors • Maintaining internet connectivity • Repairing computer hardware, and providing technical support • Installed/replaced new hard disk, motherboard, RAM. • Providing technical support. • Managing workstations. • Installation of PCs. Show less



Reflex Technology Group (RTG) Pty Ltd

• IT Services and IT Consulting
• 1 - 100 Employee

• ICT support officer

  • Nov 2022 - Present

  Provide basic onsite and remote ICT support for RTG clients ensuring a high level of customersatisfaction at all times• Log all incidents in ticket system, determine severity/priority level and escalate if necessary• Troubleshoot and resolve basic issues within agreed timeframes and service levels• Contribute to user training as required and supporting teaching and learning that utilisestechnology• Use initiative to anticipate potential issues, make suggestions for improvements, share ideas• Contribute to ensuring client systems are operating at optimum level with minimal or nodowntime• Assist teachers to understand and utilize the digital tools available to them• Establish and maintain professional and positive relationships with customers at all times• Increase and maintain client satisfaction and contribute to improving user service delivery andperception• Assist with documentation, training materials, manuals and “how to” guides to support thepractical implementation of enhanced learning through the use of technology• Work closely with the ICT Manager and ICT Support team to ensure the ICT environmentsupports eLearning and the use of appropriate technologies• Assist the team to provide opportunities for the student body to participate in theICT/eLearning practices of the school• Continually keep abreast of technology• Other duties as directed. Show less

• ICT support trainee

  • Aug 2022 - Nov 2022

  Provide basic onsite and remote ICT support for RTG clients ensuring a high level of customersatisfaction at all times• Log all incidents in ticket system, determine severity/priority level and escalate if necessary• Troubleshoot and resolve basic issues within agreed timeframes and service levels• Contribute to user training as required and supporting teaching and learning that utilisestechnology• Use initiative to anticipate potential issues, make suggestions for improvements, share ideas• Contribute to ensuring client systems are operating at optimum level with minimal or nodowntime• Assist teachers to understand and utilize the digital tools available to them• Establish and maintain professional and positive relationships with customers at all times• Increase and maintain client satisfaction and contribute to improving user service delivery andperception• Assist with documentation, training materials, manuals and “how to” guides to support thepractical implementation of enhanced learning through the use of technology• Work closely with the ICT Manager and ICT Support team to ensure the ICT environmentsupports eLearning and the use of appropriate technologies• Assist the team to provide opportunities for the student body to participate in theICT/eLearning practices of the school• Continually keep abreast of technology• Other duties as directed. Show less



Health Co

• Melbourne, Victoria, Australia

• Sole trader

  • Jul 2021 - Aug 2022

  Provide food and nutrition information, and support people to improve their health. Provide advice on nutrition-related matters. Provide food and nutrition information, and support people to improve their health. Provide advice on nutrition-related matters.



Amazon

• United States
• Software Development
• 700 & Above Employee

• Transaction Risk Investigator

  • Jun 2017 - Jun 2018

  Capitalise on technical expertise while troubleshooting Fraudulent activities.Serve as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership. Recognise and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.Day -to- day task of support system team managing issues/queries (record, investigate, resolve, escalate, monitor, communicate and documents.Deploy application, upgrade, patching, Built, reimaging and date backup also support internal application environments.Increased team productivity by accurately devising daily production lists and promptly logging, triaging, and escalating internal fault and feature requests according to importance.Optimised troubleshooting efficacy by precisely organising workload and supporting employees in multiple tasks required to meet delivery timeframes. Show less

• Customer Service Specialist

  • May 2016 - Jun 2017

  Answering detailed product and service questions. Identifying and fulfilling customer needs to achieve satisfaction. Handling complaints, providing appropriate solutions and alternatives. Keeping records of customer interactions, processing customer accounts and filing document.• Providing high level customer service through strong customer engagement in a high-volume contact centre environment.• Responding to customer enquiries.• Escalate complex enquiries and issues to the resolution department if necessary.• Extensive electronic data maintenance.• Confidently use multiple technology platforms and databas Show less