Parliament Network Support Group (PNSG) ------------------- From 1st march till dateClient Support Officer.• Provide 1st and 2nd level support to PNSG customers.• Answer phone calls, emails, & Service Centre requests & incidents.• Keeping all stakeholders informed of schedule changes.• Imaging of new PCs out of the box and existing PC's with Win10 SOE.• Securely recording and tracking all assets when imaged.• Working with customers to schedule jobs while providing a high level of customer service.• Providing onsite technical support to PNSG Staff both Legislative Council and House of Assembly and all Electorate sites.• Deploying / creating software package using Microsoft Configuring Manager Console SCCM.• Assisting Team Leader in doing hardware audit for Leader of opposition, Committees Offices, Building Services, House of Assembly and Legislative Council. Also assisting doing user audit.• Worked with the network team in helping with basic networking like patching ports, Printer IP reservation on DHCP.

Inbound Duties: -Use of Ticketing Tool – Service Now for Incident Management, Service Request Fulfilments, and ensuring all Level 1/Level 2 ICT issues are resolved within Service Level Agreement (SLA) at First point of Contact.Extensive ICT Support for Department of Education – Corporate Employees and All School Site across South Australia via Email, Chat, EDIT Portal and ICT SERIVCE DESK HELPLINE and Remote SupportHandling of Inbound/Outbound ICT Support for various Staff including School staff for Environment which includes Windows, Hardware Assets, Application Portals, Active Directory, SCCM, Software Support, MS Teams, MS Outlook, O365 Support, Laptops, School Hardware/Software and NTT/NEC Portal for Messaging Service and Ticketing.Use of troubleshooting, diagnostic techniques, tools, and knowledge base articles in Service Now to Provide ICT Support and escalation to SME Team including Corporate, Application, Network Team for investigation and resolution of key Critical Incidents and Service Requests in SNOW.Provide Guidance, Mentoring and Knowledge Sharing with New Team Members for resolving ICT End Users issues.Administration of Email Messaging Services via the Dimension Data SA Government Customer Portal – NTT Portal. Handle Email User Accounts, Distribution List Management, Shared Mailbox etc. from this portal.Help Corporate Employees for Various ICT Hardware and Software Support. Also help users for Remote Access Issues including edRemote – Citrix VPN Gateway, eduConnect VPN Gateway.Outbound Duties: -Have worked on request to Create, Modify and Delete in Active Directory accounts in timely manner.Create, Amend and Delete contractor's Learnlink accounts.Have worked on request to Create, Modify and Delete in Learnlink IDM accounts in timely manner.Create, Amend and Delete Generic AD accounts for Generic Mailbox.Creating Generic Mailbox and linking to AD accountWorking on NGPDS access.Imaging Laptop/Desktop.SCCM

Service Desk Officer - Flinders University Bedford SA Feb 2018 till 31st Dec 2019.• Providing first and second level support to Flinders University Staff and students to resolve users concern with specific application, including windows 7, windows 8, and windows 10.• Extensive working experience in Active Directory, ECP, Configuration Manager.Troubleshoot and isolation of desktops, laptops, Printers hardware and driver related issues.• End to end ownership of each incidents and maintaining incident tracking system from the input of the users’ +issue through the resolution, including any necessary escalation.• Effective written communication skills, analytical skills and problem solving whilst delivering exceptional customer service.• Taking ownership and follow up on my own and the team Incidents and Requests.• Working with ITIL base processes.• Providing technical support by remote assistance. Remote Assistance Tool Bomgar.• Providing technical support to students in Flinders Connect area.• Handling network outages by raising severity incidents via AssystWeb Tool

Service Desk Agent - DXC Technology March 2014 currentClient: CBA (Commonwealth Bank of Australia)• Provide first level support to CBA employees to resolve users concern with specific application, • Maintain incident tracking system from the input of the user’s issue through the resolution, • Maintain a highly competent knowledge of relevant product, current support policies, and methods of support delivery according to the SLA.• Manage incidents and requests using ITIL methodologies• End to end ownership of each interaction and incidents• Handling network outages by raising severity incidents via My Service Tool• Providing remote assistance. Using HP Remote Assistance Tool• Extensive working experience in Active Directory,• Taking ownership and Coordination with Service Provider Groups, external vendors and internal teams to bring the incident to closure. • Troubleshooting Desktops, Laptops and Network Printer• Peer mentoring and assistance for team members • Effective written communication skills, analytical skills and problem solving• Taking ownership and follow up on my own and the team Incidents and Requests• Worked with ITIL base processes • Training New Agents on board.• Providing First level technical support which included user’s account administration.• Troubleshooting Desktops Laptop’s and Network Printer• Handling network outages by raising severity incidents via HP service management tool.• Handling requests to get access to share drive and applying the right security group• Manage incidents and requests using ITIL methodologies • End to end ownership of each interaction and incidents• Providing technical support by remote assistance HP Remote Assistance,• Taking ownership and follow up on my own and the team Incidents and Requests• Extensive working experience in Active Directory, • Deploying software applications using desktop management tools.• Worked with ITIL base processes • Training give to new starters