Analyst / Graduate Consultant within Tech Strategy & Transformation | Enterprise Technology & Performance

After graduating from The University of Queensland at the end of 2023, I shifted into the Business Analyst position full-time.My key accomplishments during this period were:- Leading a source & select process for choosing a Microsoft 365 multi-tenant management tool to increase efficiency whilst improving the security and baselines of our client Microsoft 365 environments. The process was driven by internal stakeholder engagement, research into industry best practice, the creation of a decision matrix and an evaluation the organisation's capacity to leverage the change. A roadmap was created to highlight the most critical parts of the rollout.- Researched and collaborated with stakeholders to create a migration plan for our Project team to move away from its current Project Management tool.- Created a "Change Approvals" process using Microsoft Forms, SharePoint Lists, Microsoft Teams Approvals and Power Automate.

In July 2023 I was provided the exciting opportunity to have a lateral career shift into the position of Business Analyst. As a growing MSP, Envisage identified a need to improve its internal processes and provide a value-add in select client partnerships. I was promoted internally for this role because through my time at Envisage I demonstrated an exceptional work ethic and enthusiasm towards tackling bigger picture and systematic problems head on.I have developed the following key skills in this new role- Software Source & Select: Evaluating business and end-user requirements combined with desk research to recommend technological solutions for business problems.- Identifying and solving complex process problems- Business Process Mapping- Internal and External Stakeholder Management- Producing succinct and compelling business reports and presentations- Facilitating customer and internal workshopsTechnical Platforms:- PowerBI, LucidChart, SQL Server, Microsoft Power Automate, Microsoft Bookings, Wrike (including Automations), Power Automate- MS Office (Word, Excel, PowerPoint)

Working as a Technical Support Engineer was my first helpdesk based role within the IT industry and was incredibly beneficial at building up my technical skills. Working for an MSP like Envisage provided me exposure to a number of different technology stacks and allowed me to develop professional communication skills.I was initially provided with a secondment into this role before receiving an official role change in July 2022.Customer Service and Helpdesk skills:- Triaging and prioritising email tickets- Taking inbound calls (reactive support) and making outbound calls (proactive support) - Following escalation procedures and adhering to SLAs- Maintaining clear communication during stressful situations- Explaining problems and solutions to non tech-savvy usersTechnical Skills:- Troubleshoot software and hardware related issues with endpoints, server environments and software- Troubleshoot network issues such as internet outages and hardware failure- Building computers (installing windows, setting preferences, drivers and applications) and performing physical hardware upgrades to computersTechnical Platforms used:- 3CX Phone Systems: configure 3CX servers, SBCs, extensions, call flow, out of office hours, BLF panels- Ubiquiti Unifi and Cisco Meraki networks- VPN configuration- Microsoft 365 tenancy administration, including Exchange and Azure AD- Remote Desktop Server (RDS) environment management- PowerShell and command prompt scripting including automationSoftware tools used:- Connectwise, ITGlue, Kaseya, TeamViewer, 3CX, Trend, Wrike, Pax8 CSP, Leader Cloud CSP, Synnex CSP

As an Information Technology Intern, I was now a permanent part of the growing Envisage team and learnt the below new skills and responsibilities:- Building computers (out of box setup, install windows, setting preferences, drivers and applications)- Following client-specific build guides to install bespoke applications- Perform physical upgrade and repair computer hardware- Stock Management- Hardware Shipping (receiving shipments, booking couriers, tracking hardware arrival and departure)Following my success in this role, I was promoted to become a member of the Envisage helpdesk.

My first IT-related experience was as a Casual IT contractor for Envisage Technology.During this time period I gained experience with physically installing and troubleshooting computer and network hardware on customer sites. It was through this opportunity that my potential was recognised and I was shortly promoted to a more permanent position within the Envisage Head Office.Skills gained:- Managing multiple stakeholders while on-site- New site fitouts (initial setup of network and network cabinet)- Installing networking equipment: routers, switches, access points- Installing and relocating IT equipment (computers, monitors, printers, phone systems etc.)- Setting up office environments - desks, monitor arms, vesa mounts etc.- Delivering hardware to clients- eWaste Management

At Swalk cafe, I continued to build on my strong bases of customer service, teamwork and barista skills established during my time working at Muffin Break.I gained the additional responsibilities of training new baristas, managing quality control and coordinating and supervising team members, whilst studying full-time at university.

During my time working at Muffin Break as a casual during high school, I learnt valuable teamwork and resilience skills which allowed me to maintain a high standard of customer service within a fast-paced environment whilst fostering a positive environment for my colleagues. Toward the end of my tenure at this role, I gained practical knowledge in training my fellow team members, was commended for having the highest customer sign-up rate to the loyalty program and was entrusted with managing and banking the business' cash.Practical Skills:- Certified Barista, working in a fast-paced environment, cash handling, customer service, supervising