In this position I manage and maintain 21st Century education technology for staff and students. To do this I use and manage the support desk. 2024 saw a 93% closure rate of 1500 tickets. 60% of which were staff + school based. 40% Student-based. The school has 1000+ PC and mobile devices across Windows, Chromebook, Apple, and BenQ platforms. My role communicates and negotiates with school technology users, executive, regional technology support, 3rd-party suppliers and local teams with relevant status reports of issues to facilitate technology-based changes. My time is spent managing and implementing internal projects initiated by school and Department needs. Managing routine maintenance. Managing non-routine issues. Procuring technology.

Business On A Page assists business and domestic clients with owning and maintaining information and communication technology. Understanding what clients need to do and leveraging technology helps them accomplish their purpose. To facilitate this vision, I investigate relevant technology and concepts to provide marketable products and services. Then to ensure that the technology is in line with business strategy, I learn about their business mission, vision, roles, policies and procedures as needed. I also identify and maintain supplier relationships, manage customer relationships and market products and services person-to-person or through websites, online articles, e-newsletter and social networks.

This role involved working with a small team specialised in supporting small to medium sized businesses. Most days began with reviewing, triaging and solving service desk requests received online or by phone. Other days required travelling to customer sites, meeting with staff and resolving technology issues onsite. There were a variety of customers across the medical sector (physio and optometry), employment sector and primary industry. Work included answering phone and online enquiries, remotely connecting to devices, providing instructions to solve common issues, troubleshooting complex issues as well setting up hardware and Apps. This work required technical and soft skills to understand a broad range of technology issues and communicating status, requirements and solutions to customers, other internal support staff, external suppliers and other key stakeholders as required. A cloud-based service desk was used to record and communication relevant updates and communications.

Design and create site work instructions. Use advanced features of Microsoft Office suite. Observe, record and publish work processes for relevant manuals. Introduce new documentation using GSuite collaboration tools with team.

Clean office sites. Lead and train small teams and work unsupervised or as a member of a team as required. Systematically clean offices, showrooms, halls and wet rooms from top to bottom, Includes clearing of cobwebs, dusting, vaccuming and mopping. Fixed-time physical activity away from electronic devices. Clean building on construction site. Vaccum offices and halls for handover of new facilities to Department of Health and Department of Defense. Work in line with safety, personal protection and cleaning chemical requirements.

This position at Junee High School was created under the innovative NSW Digital Education Revolution (DER) program to support the rollout and use of laptops for students in Years 9 - 12. My work required communication and technical knowledge, skills and abilities. In the DER role I assisted with the management of the new technology for maximum benefit for students and minimum negative impact on administrative and teaching staff as they concentrated on their core roles. In addition, I pioneered the application of their online services via the website and Facebook page. Above and beyond monitoring and updating their wireless network, I also provided suggestions for and assisted with the management of PCs and the wire-based network. The position was also unique because of the multicultural and relatively low socioeconomic make up of the community in a government school.

In this role I gained insight into working within a global private enterprise. At the request of the IT manager, I was asked to document the logistics process within the supply chain. To carry out this complex task, I procured and installed process modelling software to record the ordering, procurement, packaging, storage, scheduling, logistic and invoicing functions. I obtained the content by negotiating and scheduling meetings with key staff, middle management and senior management from each functional area and recorded the steps of each process through interview, relevant documents and system links. In the process of documenting, I was able to identify areas for improvement and offered suggestions or facilitated improvements suggested by the interviewee. The final document was presented to the HR and Accounting managers for their consideration. In addition to this primary role, I carried out other organisational-wide activities such as, procedural support for the Enterprise Resource Planning (ERP) system, cataloguing the software library and voice over internet protocol (VoIP) hardware, as well as combining and maintaining an organisation chart for the I.T department of the consolidated, multiple entity and multi-site business

Plan and implement vocation based training for school leavers and adult students in Diploma and Certificate IV Network Engineering subjects. Subjects taught:Install and configure a network, connect internal hardware, maintain system integrity, provide basic system administration, customising Microsoft Office software and Occupational Health and Safety.

As the needs of information systems at Charles Sturt University continued to grow and be more complex, I lead a small team of support staff to provide customer solutions. To facilitate common processes and a high level of results, I coached team members in handling routine calls and the use of service desk software, as well as identified improvements for service desk processes and negotiated with key IT staff to implement practical solutions. Outside the service desk, I also analysed and documented requirements for new systems, received and investigated customer calls for support of these systems and provided relevant information to key stakeholders about issues, to formulate workable solutions, report on progress and minimise risks. Working in a structured, multi-campus international educational institution, I interpreted and utilised organisational policies, procedures and work instructions ensuring solutions were balanced between customer needs and corporate requirements.Technical:Utilised in-house and off-the-shelf service desk software to receive, track, report and provide feedbackProgrammed Oracle software and databases to provide customer solutions to specifically support the finance, student services and human resources applicationsUtilised Windows and Unix-based operating systems for providing and supporting applicationsProgrammed web-based interfaces to provide client solutions via internet browsers

To deploy and integrate software to assist student administration, human resources and finance effectively and efficiently carry out their organisational processes and procedures. The university amalgamated with other educational institutions and my ability to work within the changing environment contributed to systems facilitating centralised control and decentralised procedures. Due to the dynamic nature of the workplace and software applications, the role also involved communicating with administrative staff and academics at all levels.

Program and install applications software in line with policies for central identification records management, growers management, grower services and stores.Technical:Visual Basic, DEC VAX, RDB and Powerhouse 4GL.