I spent my time in this role investigating and resolving tasks involving database extract requests and service faults. This included tracing Java code to find bugs, investigating application logs, using MySQL and MariaDB, and acting as an escalation point for technical incidents raised by other teams.

My current role as Service Desk Team Leader involves operations management tasks such as interviews, staff reviews, and assignment of workload, as well as implementation and support of incident management, service requests, and stakeholder communications/escalations.

In this role, I provided technical support to VIP users of the NAB Transact online payment processing platform. I was consulted on a variety of enquiries, from integrations with the payment platform to diagnosing problems within merchant websites. Knowledge and usage of Splunk, HTTP, XML, web development tools, IT troubleshooting, and technical communication was essential.

During my secondment with the Software Engineering team, I performed manual and automated testing to ensure oncoming software changes had minimal impact.This involved using the Atlassian suite to test code locally and use the Geb browser automation to create test cases.

Working as a Service Desk Analyst, I served as the single point of contact for users of the SecurePay online payment processing platform. I worked in a team environment providing assistance with user issues such as reconciliation, website integration, and general fintech knowledge, in addition to user migrations and project consultation.During my time in this role, I expanded upon my knowledge of the fintech industry, Splunk, HTTP, XML, web development tools, IT troubleshooting, and communicating technical information to non-technical people.

Responsible for hardware maintenance of custom mobile assistive technology (modified Windows Mobile, Windows Surface, and other mobile products, eye-tracking cameras, etc.), and liaising with customers and manufacturers via email and phone.