I enjoy actively collaborating with stakeholders working to transform inputs (demand, problem statements, roadmaps, non-standard service requests, telemetry) into organised, actionable engineering backlog within Digital Engagement at the University of Newcastle. My goals are to continuously deliver value and outcomes for the University on various digital platforms.

Currently I work to develop, implement and manage a range of self service solutions, both existing and emerging, in order to improve customer satisfaction and drive down enquiries to the IT Service Desk. My role includes incident and request analysis, development and curation of knowledge for internal and external audiences, training of chatbots / other automated solutions, and self-service workflow optimisation.

In this role I was responsible for the management of the IT Service Desk queues, team coaching, training, and 1st point of contact response for significant and major systems outages. When I took on the role there was no active training programs, I was successfully able to implement training programs for new system which include how-to documentation in the ServiceUON knowledge base. This has increased the confidence and accuracy of the information and troubleshooting provided by the team to our clients. I conduct quality control audits on the requests and incidents handled by the IT Service Desk with a focus on improving the coaching provide to our team to increase the level of service we provide to our clients.

In this role I provided technical support and advice via telephone, email, remote, and onsite assistance. This involved reactive and proactive support, in the event I handled a request regarding transferring data between computers or finding a lost document I would always recommend and if possible implement online backup solutions either provided by Microsoft through OneDrive or the university OwnCloud. I actively share information and troubleshooting tips and maintained was the highest contributors of articles to the IT serviceUON knowledge base.

In this role I assisted small to medium businesses with their IT solutions. This included the setup and maintenance of SBS servers (2003, 2008, and 2012), domain users, and workstations as well as networks. I was proactive in my support by anticipating business needs and implementing IT solutions at times which would cause minimal disruption to the clients’ business. Data backup and recovery was always a key focus and I was able to quickly assist several businesses affected by CryptoLocker Ransomware by locking down affected systems and restoring data with minimum downtime.