Ben Thirkell Email & Phone Number

Melbourne, Victoria, Australia

• Delivered exceptional support internally to over 1200 users across 2 countries, always minimising downtime and ensuring user satisfaction • Troubleshot hardware including laptops, desktops, mobile devices, and A/V equipment in both Windows and Mac OS environments • Proactively managed service requests through ticket management system, ensuring ongoing communication, prompt resolutions and detailed documentation • Managed IT hardware procurement and maintained asset registry • Implemented improvements of processes to significantly increase efficiency throughout the organisation, including automation via PowerAutomate, batch scripts, PowerShell, Office Scripts, and VBA • Developed and maintained documentation including processes, guides, and troubleshooting tips for both users and IT teams

Melbourne, Victoria, Australia

• Set up and configured workstations, including monitors, monitor mounts, docking stations, VOIP phones, peripherals, and standing desks • Ensured all computers, docking stations and desk phones were patched correctly on the network via ethernet • Delivered excellent customer service ensuring every user was satisfied with their configuration • Promptly solved any network, display, and hardware related issues • Diagnosed faulty computers/laptops and replaced the necessary components

Melbourne, Victoria, Australia

• Provided prompt Level 1 and Level 2 support to users via phone, email, and in-person interactions • Diagnosed and repaired hardware issues, built PCs, and upgraded components • Supported Windows and Mac OS devices as well as software including Microsoft Office, Outlook, O365, and Teams • Administrated users, groups, and folders via Active Directory • Meticulously recorded all IT issues, requests, and solutions, and maintained all IT process documentation

Australia

Australia

Bachelor'S Degree, Information Technology

Major in Digital Media

Bachelor'S Degree, Information Technology

International Student Exchange for 1 Semester