I have been working for the past 14 years in an ICT support officer role and have experience in working on the front lines of service desk environment, from being first point of contact via phone and email on all ICT related issues from hardware to software. Working now as the main escalation point for the service desk I can help mentor and guide the 1st and 2nd line staff.As an ICT support officer, I have used various ticketing systems to log and manage requests, deployed various computing hardware such as desktops, thin client terminals and laptops as well as maintaining and deploy the Microsoft Windows SOE for said hardware.As well as desktop environments I have assisted with mobile and desk phone rollouts using such solutions as: Telstra MDM, MobileIron MDM and Mitel MiCollab software.I got to be heavily involved in our recent printer refresh project where we replaced and upgraded almost 100 printers across 17+ of our offices and facilities.This position has allowed me to complete training in ITIL and more recently Windows PowerShell. With PowerShell I have created automated scripts to assist with finding and removing of old user accounts, as well as develop my own helpful tools that can be used by my fellow colleagues such as employee lookup tools, permission tools and Citrix session tools to name a few. Always looking to automation where possible to make for a more efficient and production work environment.I am very documentation focused and believe that it is a vital skill to not only help benefit our internal team, but also make for a better experience for the end user. The more knowledge you can put to the user the better it can relieve the ICT team to focus on the more pressing issues at hand.On a personal level I have had positive feedback on my level of service that has led to me receiving recognition for it.