I have officially moved across to the IT team working as an IT Analyst within a Managed Service Provider format of our Help Desk. My role consists of:Project ManagementVendor ManagementM365 AdministrationM365 Exchange AdministrationM365 Security Administration - Quarantine M365 IntuneM365 - Sharepoint AdministrationM365 - Teams AdministrationM365 - PowerBi AdministrationCRM Administration (Pipedrive & SalesForce)Standard Operating Environment PC Builds Zoho - Manage Engine: Service Desk AdministrationManage Engine Ticket ManagementGoTo Phone System AdministrationActionstep Application SuportZappier Creation & ManagementJAMF - Apple Device ManagementDocuSign AdministrationEnd User TroubleshootingManaged Service Provider SupportOnboarding & Offboarding usersConfluence Documentation

In my role as the National Property Admin Officer for Deep Blue Company, I am responsible for the following outcomes.• Pipedrive CRM Administrator (OTO Agency & Agent Registration. DRP Referral Partner Registration & Management)• DocuSign System Administrator (OTO PSA & DRP Referral Partner Agreements, miscellaneous documents)• Zendesk Administrator (Project Work -assisting with Implementation) (On Hold)• Twilio OTO & DRP Administrator • Data Entry (Pipedrive DocuSign Twilio Netsuite)• Lead allocation (Pipedrive Rapid, OTO & DRP Instances)• Creating Instructional video tutorials and guides for end-users to self learn for OTO and our L&D Department• Assisting Head of Partnerships with daily tasks and processes • IT Troubleshooting and managing the Property Partnerships teams IT Requirements• Working with third-party vendors to attain new and continued contracts for software applications that integrate with OffertoOwn Pipedrive ActionStep etc.• Working with third-party vendors to assist with CRM integrations• 2nd level technical support for our OffertoOwn Application (Web & Mobile based) Direct Referral Program Administrator• Payment Processor for Direct Referral Program via the Universal Gift Card Web Application• I am also assisting\consulting with Pipedrive Twilio integration with our CCA team so that they can move from the thinkapps to use a better SMS system in Twilio• Offering Assistance to our Application Support team with our Pipedrive CRM system• I also deal with escalation and discussions with our third party applications such as Pipedrive DocuSign & Twilio/Uljebra external success managers• Signing new Partnerships with Mortgage Brokers to join us with the Direct Referral Program

During the transition period, I was maintaining both my National Property Admin role and assisting the IT department with IT projects and vendor relationships.One of my key goals was to work with a vendor and reduce the costs of licensing for an application we were using and we managed to cut costs by 83%Projects======Office MoveGoogle Workspace to M365 MigrationGoTo Phone MigrationSalseForce CRM Project

A video tutorial website I created full of how to videos and common fixes for common errors for your computer systems that occur both at home and in the workplace.Creator/Sole Trader• IT Consultant• Webmaster• Website Administration• Wix.com GUI Support• Live Chat Incident Management System• Logmein (Web Based remote software)• Teamviewer Remote Software* Google Remote Desktop• Online Documentation• Video Editing• Camtasia Support• Creating User Documentation• Social Media Administration• Microsoft Windows 7 Support• Microsoft Office 2010 Support• Microsoft Internet Explorer / Google Chrome / Firefox Support• iTunes Support• File Conversions• Data Recovery

In this new role, the organization has combined a few departments roles under a new department called HelpCentre. The Help centre is the centre point for all enquiries to come into and be resolved on a first call/email basis or escalated to the departments the service requests/break fixes and related to.Being the first point of call the Help Centre has to provide first level troubleshooting to resolve the issue and if not possible then to escalate to the level 2/3 and departments the issues are related to.I have to look after:*Handling of phone and email enquiries for( Customer Service, IT, Learning & Development, Marketing, Franchise Operations, Franchise Recruitment *Customer Service Lead creation and allocation*IT First level and Second Level troubleshooting* IT & Marketing Account Workflow Management* Marketing Website Management *Franchise Operational Task Management*Escalation Management *ADHOC Hardware & Software assistance Face to Face and Remotely *Meet or exceeded call speed, accuracy and volume benchmarks on consistent basis*Pursue opportunities to advance client relation & customer satisfaction in every interaction* Boost productivity by maintaining strong call control through scripts in relation to diverse issues that arise.* Educate users on how to navigate and use the organization's systems and work within the framework to obtain the desired outcome.*Train other staff members on the different elements of the role e.g. IT, Marketing, Customer Service, Franchise Operations.*Create Article and Guides to assist all stakeholders of the organization. Internal staff and Franchisees.

I am currently assisting Mortgage Choice with software help desk support position contracted initially for 1 month.I earned a contract extension before the end of the month and have decided to stay on and now I am part of the Help Desk team and continue to support cloud applications as well as inhouse local applications.* Active Directory (password resets & Account Lockouts)* Google Mail password resets & Google Mails Lockouts etc...* Google Drive Support* Google Apps* Google Chrome Browser Support* Discovery Support* Microsoft Dynamics CRM 2013 & 2015* Apply Online Mobile Support* Broker Centre Support* Prime Support* ZenDesk* JIRA* Logmein Rescue Remote Software* Symantec Internet Security Support* Webroot Antivirus Support Project* Microsoft Office 2007. 2010, 2013* Windows 7 Support* Windows 8 Support* Windows 10 Support* Mobile Phone Support* Learning & Development (Guidance)* Mentoring

I have been given the opportunity to be the acting team leader for mortgage choice's IT help desk (Team of 4 including myself and the below are some of my duties: Queue Management (Including After Hours) Case Management Working with External Vendors Level 1/2 Escalations Team Leaders Meetings Mentoring , Training other staff & Clients Reporting to Management about Case Management & Escalations

While the team leader is absent or on leave. I step into the role of Team Leader and assist with the following on top of my normal duties: Queue Management (Including After Hours) Case Management Working with External Vendors Level 1/2 Escalations Team Leaders Meetings Mentoring , Training other staff & Clients Reporting to Management about Case Management & Escalations

I am a service Desk Analyst working for the NSW Department of Education and Communities• Active Directory• ITIL’S Environment• BMC Remedy• MAD (Messaging & Directories Web Portal Application)• ERN (Enrolment & School Registration Web Portal Application)• OASIS Library, Admin & Finance Support• CMS (Content Management System Support)• Network Admin Portal• TCC (Web Based Phone System)• Citrix Plugin Support• SMU (Staff Management Utility)• AMU (Access Management Utility)• Microsoft Office 2010 Support• Microsoft Windows 7 & 8 Support• Microsoft Windows 8 Training CBT Nuggets (Internal workplace training)• Apple Mac Support

I am a remote service desk analyst providing continued support to AstraZeneca while being part of the old AstraZeneca team that migrated over to Data#3.• BMC Remedy* BMC Pharos• InfraEnterprise 8.0 (logging incident software)• Active Directory (Password Resets & Account Lockouts)• Cisco Untied Communication Management Administration• Cisco Call Agent Administration support• Cisco VPN Client Support• Good Administration (IPhone, Ipad & Android Phone support)• Ayemac iPad Adminstration• Citrix Plugin Support• BMC Pharos Software• SAP Support• Quattro Support• Microsoft Windows Vista Remote Assistance• Logmein Rescue Remote Software• Software Installations• Printer Administration, Installation & Support• Microsoft Windows Vista Support• Microsoft Office 2007 Support• Microsoft Lync 2010 Support

I am working in the Information Services Department at AstraZeneca assisting in resolving I.T related issues.• Logging Phone & Email enquires• InfraEnterprise 8.0 (Logging incident software)• BMC Remedy (Logging Incident software)• Active Directory (Password Resets & Account Lockouts)• Imaging Lenovo Laptops using SMS & Manual OS Boot DVD’s• Cisco Untied Communication Management Administration• Cisco Call Agent Administration support• Citrix Plugin Support• Good Administration (IPhone, Ipad & Android Phone support)• Symantec Endpoint Encryption• SAP Support• Quattro Support• Microsoft Windows Vista Remote Assistance• Asset Management• Software Installations• Printer Administration, Installation & Support• Microsoft Windows Vista Support• Microsoft Office 2007 Support• Microsoft Lync 2010 Support

I worked for their client Aristocrat Technologies and assisted with fixing I.T related issues. Detailed:• Logging Phone and Email Enquiries/Issues• Active Directory Account Management• Avaya Phone Management System – Create, Modify, Remove Phone Extensions, call forwarding & Voicemails• Citrix Plugin Support• Cisco VPN support• BMC Service Desk Express Remedy• WebEx Management• BES (Blackberry Enterprise Server) Support• FTP Support• Asset Management• Creating User Documentation• Software / Hardware Installation & Configuration• Effective verbal and written communication Skills• Microsoft Office XP 2003/ Microsoft Office 2010• Windows 95/98/2000/2003/XP/Win7 Support

• To assist people with disabilities in areas such as:• Mobility• Food Preparation• Activity Based Assistance e.g. carrying clients• Assistance in feeding• Assisting in making sure clients dignity is kept e.g. changing and cleaning client• Assisting clients to build their social skills with myself, other carers, supervisors and the wider community• Communicating through Makaton sign language

Duties:• Making Appointments• Answering Phones• Assisting with Referrals• Assisting with Insurance Claims• Problem Solving & Patient Conflict Management• Workplace Management• Assisting with Task Delegation• Assisting with Medical Forms & Applications• Assisting with Medicare• Working with IBA Health Classic Software• Working with IBA Health Classic Phone Support Staff• Maintaining Computer Hardware• Maintaining Medical Centre Computer Network (e.g. I.P Configuration)• Maintaining Computer Software• Installing Computer Hardware• Installing Computer Software• General Computer Troubleshooting

I was the project officer of the better futures program working with young people and having assisted them to work in workshops with institutions to work or how institutions can include young people in their organisation.Duties: Project coordination and administration Direct support for young people involved as workshop facilitators Community development, including networking, Promotion of Project to regional service networks and target groups Evaluation of the project in partnership with Commission for children & Young people.