Benjamin K. Email & Phone Number

Brisbane, Queensland, Australia

Act as the initial contact for troubleshooting issues with client IT systems including Office 365 apps, Windows 10 & 11 Desktop, Web Browsers, Network & Internet connections, Desktop Hardware & Peripherals, Printers & Scanners, Remote Server Access, & Active Directory login & permissions.Other Tasks:• Create user accounts within Office 365, while configuring & overseeing the security access for those accounts in Entra ID, Exchange Admin Centre, & SharePoint Admin Centre.• Manage 3CX VoiP systems, including creation and configuration of phone extensions, SIP Trunks, Auto-Attendant systems, Call Routing & Diversion, & setup of physical & virtual phone systems.• Investigate data breaches in client systems. Documented evidence & provide security recommendations.• Set up new Computer Hardware for clients & set up user accounts & software as per their requirements.• Created & edited DNS Records on client’s Web Domains. Integrated records with Office 365 & other 3rd party systems.• Ensured all activities are thoroughly documented in Autotask Ticketing System & accurately billed to clients.• Wrote & updated Knowledgebases to document custom setup details of client’s systems.Key Achievements:Gained Employee of the Month Award consecutively in December 2023 & January 2024.

Brisbane, Queensland, Australia

As a Service and Support Technician, I manage, maintain and repair IT systems,including diagnosing and repairing faults, resolving network issues, as well as installingand configuring hardware and software. I serve as the first point of contact for diagnosingand troubleshooting problems with ID card printing machines and printing software,always ensuring that clients’ installations are kept at peak performance. I also explaindiagnostic findings of troubleshooting to clients and outline repair or service options.Additionally, I install new equipment remotely onto client’s PCs and Servers, as well astrained end users in the operation and routine maintenance protocols. Aside from this, Ireview technical documentation to complete equipment maintenance and repairs, whilstalso answering client’s questions about equipment operation. I recommend processimprovements to ensure system reliability, scalability, security, integrity and performance.Furthermore, I am tasked to document all changes and actions in computer-basedticketing system, as well as actively track progress of outstanding tickets. Finally, I assume the responsibility of the Appointed Fire Warden for the assigned work area,performing OHS tasks relating to fire safety, as well as participating in regular fire drills.Key Achievements:- Effectively achieved an average completion rate of problems resolved withoutreoccurrence of 99% over the last 12 months.- Efficiently learned key details of multiple machines and their components, then clearlycommunicating both the use of those machines and the troubleshooting processes tocustomers of diverse levels of experience and training.- Successfully achieved the highest number of accountable hours in immediate team inthe last 36 months.- Facilitated and promoted the collaboration with other Departments, leading to theachievement of the highest number of leads.

Brisbane, Queensland, Australia

Here, I created and enforced policies for effective data management, includingformulating management techniques for quality data collection to ensure adequacy,accuracy and legitimacy of data. I was responsible for revising and implementing efficientand secure procedures for data management and analysis with attention to all technicalaspects. In addition, I processed and contacted incoming sales leads, whilst alsoconducting data cleansing for online enquiries. On top of this, I set appointments toconnect sales prospects with clients, ensuring that prospects’ requirements were outlinedfor the clients. More importantly, I followed up on enquiries, ensuring prospects remainedconnected with clients. Lastly, I participated in telemarketing campaigns, responsible forcreating new leads from previous clientele, as well as managed workplace OHS andresolved safety concerns within office space.

Brisbane, Queensland, Australia

As a Production Employee, my job was to check and approve finished products, ensuringthey met all quality standards set by the company, as well as the requirements of theclients. Aside from this, I also rendered picking and packing of aluminium products forshipping. Additionally, I performed sorting of incoming shipments to allocated areas, aswell as maintained and operated the machinery and search for potential malfunctions orrisks. Furthermore, I kept the facility clean by removing debris and trash to ensure safety.Finally, I administered detailed inspection of product for defects prior to shipping, as wellas conducted operation of powder-coating machinery.

Brisbane, Queensland, Australia

In this role, I ensured high levels of customer satisfaction through consistently excellentservice, whilst also maintaining outstanding store condition and visual merchandisingstandards. Here, I assessed customers’ needs and responded to their queries in a promptand courteous manner. In addition, I oversaw stock control and management, restockingdepleted or low store items and ensured that the store was organised according toestablished guidelines. Aside from this, I also managed the running of furnituredepartment through merchandising, planning for advertised sales, assisting customerswith product enquiries and maintaining cleanliness. Moreover, I managed storeroomoperations through accepting deliveries and organising stock and delivery to variousdepartments. Lastly, I made sure to perform job duties carefully, with attention to detailand hygienically for safety reasons.

Toowoomba, Queensland, Australia

In this role, I ensured high levels of customer satisfaction through consistently excellentservice, whilst also maintaining outstanding store condition and visual merchandisingstandards. Here, I assessed customers’ needs and responded to their queries in a promptand courteous manner. In addition, I oversaw stock control and management, restockingdepleted or low store items and ensured that the store was organised according toestablished guidelines. Aside from this, I also managed the running of furnituredepartment through merchandising, planning for advertised sales, assisting customerswith product enquiries and maintaining cleanliness. Moreover, I managed storeroomoperations through accepting deliveries and organising stock and delivery to variousdepartments. Lastly, I made sure to perform job duties carefully, with attention to detailand hygienically for safety reasons.

Toowoomba, Queensland, Australia