Managing level 1 support for multiple clients. Duties including on\off-boarding staff. software and hardware support. Managing multiple systems. including - MacOS Windows, O365 admin. Duties performed via phone, email and chat

Senior Service Desk Technician working for Qantas and Jetstar airlines. Supporting internal staff with technical issues, Account requests. Using systems like Active Directory, Service Now. Working in a 24/7 environment via phone chat and email.

Provide customers with excellent service and information relating to Regional seniors travel cards, COVIS-19,

October 2015 – Present (7 months)|271 Collins St Melbourne 3000NBN HFC Managed Service team within Optus Wholesale. The purpose is to provide Service Assurance and Customer Service for the HFC Managed Services for NBN. NBN offers wholesale broadband services to Retail Service Providers (RSPs) over a multiple technology mix. In this role the NBN Fault Management Consultant will be responsible for the successful management of faults reported by NBN. - Conduct initial troubleshooting and be able to source appropriate information to enable successful troubleshooting and effective referral of faults to fixer groups - Apply fast, effective and efficient customer focused solutions to customer service difficulties - Liaise with appropriate fixer groups to ensure faults are managed to a high quality standard of customer service - Protect Revenue by reporting outages, identifying trends, and avoiding incorrect field calls - Identification and escalation of Network and hardware issues - Continual streamlining of internal processes and ensuring relevant, adequate documentation exists - Maintain an up-to-date knowledge of Optus systems as well as other systems required for fault diagnosis, troubleshooting, and trouble ticket logging - Responsible for ongoing liaison and relationship building with key stakeholders such as nbn, Optus Network Monitoring Centre, and Optus field operations. - Negotiate procedural changes with key stakeholders for ongoing support.

Technical support for Optus HFC landline Digital television and NBN. In this role I was used as a Subject matter expert and provided technical support for not only customers but helping other members in the centre broaden their knowledge of the Optus network and troubleshooting techniques. I also assisted in the creation of a troubleshooting tool for everyone to use to streamline their fault troubleshooting. I also assisted with escalations to management and was accepted into the future leaders program.

providing technical support for both mobile phone and Mobile broadband on the Optus network. This role involved troubleshooting both handset and network related faults. setting up features on handsets. Reporting network faults to the networks team and provisioning services.

providing level 2 support for the Optus HFC network. Locating network faults. Creating fault tickets and arranging a network technician. Confirming services/ Proving email support for customers. Assisting extra support for Tier 1 technical support. Managed the Faults portal for both staff and the External Optus website.

Provide level 1 technical support to customer on the Optus HFC network. Diagnosing faults and booking technicians when required. Provisioning new equipment. Also providing customer service for billing enquires and processing plan changes, direct debit updates and taking payments.

Provided customer service for Business and consumer Mobile pre and post paid accounts.