Jade Yates Email & Phone Number

Ownership of end-to-end internal and external user onboarding experience across Leveraged client base. Standard and high priority/highly sensitive offboarding & ringfencing Refining, updating and improving processes, process documentation and KB articles in-line with the changing needs of the customer. Account access management – RBAC Training new and existing team members on process and technologies Assessing team member performance and skill Ticket prioritization, analysis and resolution within agreed SLAs. IT System error investigation and resolution Working with a range of technologies such as Office 365, OneDrive, Azure and on-prem AD, Exchange Online, SharePoint Online, Teams. Troubleshooting software & hardware issues Problem and major incident management support (PIR responses). Knowledge of standard ITIL processes Assisting in transition-in across multiple new accounts, including SOT document creation.

Writing incident reports Attending incidents of varying disputes and diffusing the situation Giving first aid to injured customers and taking their statements Lockup and arming of the centre at night Overnight security for contractors Finding of missing persons

Supervision of 4 staff members; WHS Business Administration; Invoicing and Accounts, Quotes; Web page design Customer inquiries; Customer needs analysis

Wrote training plans for instructional sessions Instructed cadets in first aid; knot work; fire extinguishers Assisted other trainers with the delivery of course materials Attended trainers’ meetings Taught cadets basic drill movements Ensured the safety of cadets during training Evaluated and proved the competency of cadets, in accordance with organisational training requirements General reports as required Maintained training records Supervised cadets on over-night camps