• Spearhead IT teams in troubleshooting technical problems across several major product categories, overseeing interpretation, analysis, research, and solution development with a focus on improving response and resolution time.• Bridge communications with stakeholders on a daily basis, providing continual updates regarding latest developments both during routine operations and disaster scenarios.• Track incidents and prioritize requests based on urgency and complexity, as well as document solutions for new incidents.• Cultivate positive relationships with clients by delivering timely, cost-effective resolutions; resolved the largest number of issues, surpassing all existing senior team members in statistic and quality of service.• Gather business requirements for SME in web applications from the client and test new features, generating and submitting a comprehensive compliance report for the government.• Coordinate the Integrated Catholic Online Network (CECV) project as the Key Level 3 Support Engineer for Catholic Education Council Victoria (CECV) for 2 months, including streamlining business scope, aligning business and system processes, and providing training on critical and long-pending issues.• Handle escalations that can't be resolved at Level2 support, acting as the escalation Point of Contact for high-urgency and critical issues.• Prepare test cases to assist development team with creating scenarios for bugs that occur, as well as document resolution steps for new incidents. • Organize in-house training on the core modules of the product.• Facilitate classroom and incident-based training on software for Junior Support Team Members and End Users, as well as mentor Junior Members on resolving issues.

• Forged productive relationships with clients throughout the project development life cycle, from remotely compiling website requirements to launching their new product.• Wrote code via HTML, CSS, and JavaScript, as well as tested and troubleshot various website functions to deliver an optimal user experience.• Formulated strategies to expand their online presence and boost clients’ product sales.

• Gauged product quality against Lighting Global Quality Standards.• Designed and deployed test data and test cases, analyzing product requirements to ensure alignment with a risk-based test approach that mitigates risk exposure throughout all testing phases.