The primary responsibility of the role is to administer/support/maintain local networks (LANs) connecting to a wide area network (WAN) across 40+ sites around Queensland. Though the role also includes management of centralized services over WAN like DNS and DHCP, as well as Aruba Cloud solutions. I have been lucky to get the chance to deploy near a dozen new locations while in the role, as well as decommissioned several sites.While the primary focus of the role is maintaining healthy networks and BAU functions, much of my workload has been around discovery and documentation of the inherited sites.As with most networking based roles, many of the tasks overlapped with other teams and specialties.Due to dependencies on knowledge, I was made to work in a dual-role, acting as a level 3 support officer and further point of escalation for the internal IT services team.

Going up to a level 2 support role within this organization primarily consisted of moving from remote support to on-site support. This came with a whole new scope of devices to support, including media and advertising related devices, printers, and network infrastructure across 20 sites around South and Central Brisbane.It came with a new set of customer service challenges, and broadened my understanding of the userbase, as well as the user experience with information technology in the corporate workspace.Responsibilities also included acting as a point of incident escalation for the level 1 service desk technicians, and providing training to up and coming level 1 technicians.

My role as a Level 1 IT support officer was to provide IT support to an approximate head count of 350 users per support officer. The role involved being part of a call centre environment for inbound calls from internal users within the business. It also involved maintaining a shared queue as well as our own queues of incidents and keeping tasks within required SLAs. Service desk usually acted as the first point of contact for the user, requiring us to triage and escalate incidents where necessary. In this role, I learnt the basics of IT in an enterprise environment, as well as an understanding of specialised roles within the information technology industry.

This role was a part time position I took on weekends while on service desk at Eagers Automotive. Providing superb customer service was the focus of the role, ensuring the credibility of the business and brand was not tarnished in any way. I got to understand operating cash registers and EFPOS, as well as being prepared to work through many different scenarios with customers. While it was not in my chosen field of expertise, this was definitely productive work experience, where I got to meet many different people and hear many stories.

Connect Social was a cryptocurrency start-up based in Brisbane during the initial rise of Cryptocurrency to the mainstream audience. My time was spent working under an experienced Senior UI & graphic designer, creating altering hundreds of UI templates for various features of an iPhone application. The primary software used was SwiftUI.My main takeaway from my time working here was the importance of management, and what to look for when selecting a workplace.