North Wollongong, NSW

• Progressed into senior service desk responsibilities within NEC Australia's Transport for NSW support environment.
• Worked across incident handling, analyst support, escalation, and operational continuity.

North Wollongong, NSW

• Provided Level 2 support within a changing, high-volume enterprise service desk environment.
• Supported Level 1 analysts, ticket resolution, escalation handling, and major incident reporting responsibilities.

North Wollongong, NSW

• Provided user support for Transport for New South Wales' Digital Transformation projects including Office 365 cloud migrations and mobile device management.
• Worked morning, afternoon, and night shifts as part of a four-person team, including Level 2 night shift responsibilities for major incident reporting and Level 1 assistance.
• Provided accurate advice and helpful support in an environment changing almost daily, with new and complex incidents triggered by technology changes.
• Consistently passed and exceeded customer service quality requirements, regularly obtaining merits for call times and ticket resolutions.
• Developed and proposed original ideas and utilities to make colleagues' jobs easier and improve service desk efficiency.
• Developed an increasingly business critical information portal using HTML, JavaScript, and CSS.
• Developed Service Desk critical utilities using C#.Net and PowerShell that interface with Active Directory and template files.
• Handled difficult customers day-to-day, often acting as an escalation point where a knowledgeable and reassuring voice was required.
• Played a pivotal role in the transition of the Transport for NSW IT Services contract from NEC Australia to Datacom, including on-site training and knowledge gap support.

Fairy Meadow, NSW

• Assisted with migration from a paper-based job system to a PHP web-based system.
• Developed website examples in partnership with the owner.
• Maintained the business' information systems.
• Provided friendly customer support via email, phone, onsite, and remote channels.
• Maintained small business Windows servers and desktops.
• Installed and set up new machines for business and personal use.

Kiama, NSW

• Assisted in the development of financial advice software.
• Provided IT support to the business and its employees.
• Deployed Windows-based server solutions to aid development.
• Worked with a client to continuously update system requirements.
• Installed and maintained a Windows small business server.

Wollongong

• Worked in a team of five to create a web-based Qualitative Data Analysts tool for University linguistic researchers.
• Liaised with clients to visualise system requirements over the course of a full University year.