Alison Mitchell Email & Phone Number

Belfast

Dunedin, Otago, New Zealand

• Contracting in a Service Desk Project Lead role, working on creating, coordinating, streamlining, and cementing SOPs, self-service support, knowledgebase content, and training documentation, and creating and improving.
• Designed and implemented new shift activity schedule resulting in improved coverage of contact pathways, and improved call logging and processing
• Overhauled the incident/request categorisation system, solo, including a full run in a test environment and full documentation of the change process: o designing and creating a new categorisation tree including.

Dunedin, Otago, New Zealand

• Primary L2 Desktop Support for 300+ staff across 5 office locations plus remote staff
• Maintaining availability and smooth running of hardware resources and services, including Microsoft Windows PC builds and redeployments
• Managing user accounts and devices using ADUC, Azure AD, MEM, and SCCM/MECM
• Coaching Service Desk and L1 teams for technical and behavioural skills
• Assisting L2 & L3 engineers with Intune, Azure AD, and Azure App functionality and troubleshooting
• Creating, maintaining, reviewing, and improving ORC staff technical documentation

New Zealand

• Primary Desktop Support for Dunedin site of 200+ staff, both Windows and macOS
• Collaboration on the transition to Jira Service Management and Confluence project; writing initial draft of then collaborating on a new categorisation map, fully reviewing (copyediting) the initial agent documentation.
• Carrying out a Dunedin site-wide upgrade of Windows 7 devices to Windows 10, including establishing individual user or use (e.g., appliance testing) requirements, procurement, and providing individualised set ups.
• Managing user accounts and devices using ADUC, Azure AD, and Microsoft Intune

IT specialist within the AskOtago support services center, providing tier 1 and 2 IT support, assisting with and providing 1 on 1 training of new staff, planning, development and implementation of training programme and training material production and review, business process improvement, knowledgebase material creation and revision, composition of.

Wellington, Wellington Region, New Zealand

Desktop support technician at the Wellington campus of the University of Otago, within a small, dedicated comprehensive IT and AV Support team, supporting several hundred staff and students.

Initially brought in at the recommendation of the Student IT Senior manager to oversee and standardise the process for discontinuation of legacy email accounts, including assisting ex-staff transitioning during the first mass disabling of 45,000 accounts; on completion of this I transitioned into working within the Service Desk team in a more traditional.

Bachelor Of Health Sciences

Focusing on the involvement of medical laboratories and testing in public health. Completed projects to implement new protocols and.

Bachelor Of Biomedical Science, Infection And Immunity

An interdisciplinary degree where I gained an in-depth knowledge of the immune system: how it develops, how it functions, its role in.