Delivered comprehensive IT support to Head Office and 40+ franchisee owners and staff across Australia, ensuring minimal downtime and maximum productivity.Key Responsibilities:▪ IT Support: Managed IT support for Visual Care, ensuring optimal functionality and user experience. Facilitated IT support for My Aged Care Portal, efficiently setting up and managing accounts (RAM, MyGovID, PRODA). Administered Microsoft Office 365, including email setup, cloud-based signatures, and account management.▪ Incident Management: Resolved and shared support tickets submitted via our internal intranet ticketing system, and addressed issues related to Office 365, government portals, and Visual Care. Escalated unresolved issues to Visual Care when necessary.▪ Teams Support: Provided Teams VoIP support, including setting up meetings, ensuring recording quality, and moderating Teams conference calls.▪ Network and Infrastructure: Supported hardware, software, and network infrastructure, ensuring seamless operations.▪ Digital Marketing: Led digital marketing efforts on Facebook for Head Office and franchise locations. Crafted and scheduled engaging posts, boosting brand visibility and engagement. Collaborated with franchise owners to execute targeted ad campaigns tailored to local objectives. Developed and implemented effective digital marketing strategies, driving brand awareness and customer engagement.▪ Training and Development: Conducted comprehensive training sessions on various IT systems and platforms, ensuring effective use and best practices. Utilised Microsoft Teams for live training sessions, enabling interactive learning experiences. Provided one-on-one training and support to address specific user needs and technical challenges. Developed detailed training materials, including user manuals and step-by-step guides. Adapted training approaches to accommodate different learning styles and technical expertise levels.