• Created and updated over 40 unique, easy-to-follow knowledge base articles to resolve common and advanced-level issues. This minimises the need for escalations and shortens general research time from 1 hour to 10 minutes.• Collaborate with the level 3 technicians and the project coordinator on resolving large-scale jobs, including physical and virtual server upgrades, email and data migration, full-site network relocation, network intrusion, and ransomware prevention.

• Restructured the technical hiring procedure to improve screening for unqualified candidates, better evaluate skills and experience, and identify those that best fit the workplace culture and values. This successfully eliminated staff resignations and dismissals during probation and improved onboarding training from typically three months to one month.• Updated training procedures and implemented pathway strategies to elevate the team’s knowledge, successfully getting new staff certified in at least three product stacks within their first month.• Maintained the team’s high customer satisfaction score of 97% by building strong rapport with the primary contacts of each customer and being the primary contact for them on conflict resolution.• Manage and delegate the service desk team’s responsibilities regarding prioritising tasks, individual KPIs and technical growth, customer feedback and performance metrics.

• Promoted to Service Desk Coordinator after eight months for demonstrating the ability to resolve advanced issues that could not be resolved by other Level 2 technicians, mentoring junior technicians through breaking down and resolving issues, and creating high-level knowledge base articles on resolving complex problems.• Serve as an escalation point for level 1 & 2 issues, specialising in server and endpoint management, maintenance, threat analysis and prevention, internet and network outage resolution.

• Promoted within six months for the ability to resolve level 2 issues and elevate standards for internal documentation, speeding up typical job completion time of 30 minutes to 15 minutes.• Manage the ticketing system effectively, prioritising tasks based on urgency and impact on business operations.• Assist customers remotely and on-site as a managed service provider to diagnose and resolve hardware, software, or network-related issues.

• Inspired a primary school student enthusiastic about technology to participate in a local programming boot camp after challenging them to learn additional web programming languages (HTML/CSS/JavaScript). They scored in the top 10% of their secondary school level cohort for their website assignment.• Manage and educate a class size of 20 primary and secondary school students through unique STEM programs, allowing children to have fun while learning critical skills for the digital age.• Build children’s STEM skills, including theoretical concepts and practical application of theory, critical thinking, problem-solving, data analytics, engineering, physics and coding.• Complete lesson planning and preparation before each session to deliver an engaging and informative class, incorporating visual aids and real-life examples to improve comprehension.

• Build, stress test, and benchmark performance of 33% of the total customer orders while employed.• Improve original stress testing workflow and minimum passing requirements for newly built systems.• Troubleshoot, diagnose and repair numerous customer hardware and software-related issues on-site and over the phone.