I am a critical-thinking IT professional with a proven record of resolving complex issues in a timely and efficient manner. Throughout my career, I have consistently demonstrated a level-headed and calm demeanour, even in high-stress situations, while leveraging my well-developed people skills to deliver exceptional customer service.In my current role as a Service Delivery Manager at Pernod Ricard Winemakers, I manage a geographically widespread and diverse team of eight people supporting all of Australia and New Zealand. Reporting to global IT management, I align staff to company goals and ensure the delivery of high-quality IT services. In this role I was IT project lead for a successful last-minute office move, demonstrating agile adaptability and navigating continual issues and setbacks. Prior to this, I served as a Client Support Engineer at Pernod Ricard, where I led a small team of new employees and resolved second-level support issues within the IT environment. By adhering to ITSM policies and employing my strong technical expertise, I ensured that clients received effective support and achieved maximum satisfaction. I take pride in my ability to educate customers, collaborate with vendors and third-party support personnel, and manage on-site contractors across multiple worksites.Key achievements in this role include actively contributing to successful transitions, designing, and delivering comprehensive training sessions, and executing large-scale hardware refresh projects. My dedication to delivering top-notch service has resulted in consistently positive feedback from customers and colleagues, highlighting my strong interpersonal skills and collaborative work approach.Prior to my position at Pernod Ricard, I served as a Support Specialist at Hill-Smith Family Estates (Was S Smith & Son, incorporating Yalumba), where I owned and resolved technical issues from initial contact to resolution. My responsibilities encompassed managing various systems, such as telecommunications, servers, and assets, and I successfully implemented an MDM and Apple’s zero-touch deployment program.I am constantly seeking opportunities to expand my technical knowledge and contribute my expertise to enhance customer experiences. If you are looking for a resolute and adept IT professional who thrives on providing exceptional client support and driving success, I welcome the opportunity to connect and explore potential collaborations.