Alexandra Johnson
Gorokan,Australia
Summary
Dynamic IT Support Analyst possessing broad experience in diverse sectors, demonstrating expertise in user onboarding and incident management. Proven ability to troubleshoot hardware and software issues while delivering exceptional customer service. Skilled in Windows support and adept at creating documentation to enhance operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Catholic Diocese of Maitland-Newcastle
12.2023 - Current
- Day to day duties include onboarding users, software installations, building devices to corporate and school specifications, iPad and iPhone support, laptop support, remote and on-site support of users including printer support, software support, desktop support and daily room checks of audio visual equipment.
- Mobile phone support
- Windows 10 and 11 support
- Network support including school and corporate wifi
- First call incident management (via Zabbix monitoring)
- Desktop support to all staff on campus at head office (3 sites)
IT Service Desk Analyst
Dept of Health
04.2023 - 12.2023
- Assisting internal and external users with level 1 queries including password resets, software application installations and access requests, new user requests, group policy updates and other IT requests.
- Support all hospitals in the Mid North Coast and Northern NSW local area health districts.
- Administration and data entry.
- Currently studying cloud management in AWS and Azure environments.
Claims Officer
QBE Insurance
12.2022 - 03.2023
- Creating, managing and closing claims for all property claims throughout Australia.
- Arranging building inspections, emergency accommodation and property replacement through third party providers (eg JB Hi-Fi, various jewellers, Harvey Norman etc).
- Liaising with customers, builders and other stakeholders during the lifetime of the claim.
- Administration and data entry.
Pathology Aid
Douglass Hanly Moir
07.2021 - 12.2022
- Assisting pathology collectors
- Centrifuging blood samples, administering ECG’s and holter monitors
- Administration and data entry
- Statement of Attainment in Cert III of Pathology
Customer Care Specialist
Service NSW
04.2021 - 05.2021
- Customer support representative for Tenancy Tribunal department in Service NSW
- Data Entry
- Password resets
- Phone support for advice on leases, disputes, bonds and online rental accounts
Customer Care Representative
ING
01.2021 - 04.2021
- Incoming phone support for daily banking customers
- Support for stolen, lost and fraudulently used cards
- Data entry and administrative duties
IT Support Analyst
Department of Education
01.2019 - 12.2020
- Level 1 helpdesk support for all public schools across New South Wales
- Creation, maintenance and deletion of user accounts
- Password resets
- Software support for school applications in daily use
- Data entry and administrative tasks
IT Support Analyst
Central Coast Council
03.2018 - 12.2019
- Level 1/2 helpdesk support for all council staff
- Creation, maintenance and deletion of user accounts
- Password resets
- IPad and mobile phone support
- Installation, modification and repairs of all software
- Data entry and administration tasks
IT Support Analyst
Innerwest Council
06.2017 - 03.2018
- Level 1/2 support for all council staff across multiple sites
- Manage service desk ticketing queue and allocate jobs to various staff and teams
- Assist ICT Coordinator with Skype for Business rollout project for council amalgamation
- Create, maintain and delete user accounts when required
- Data entry and administrative duties
- Password resets
- Set up new internal ticket logging system for new user requests to be submitted online
- Created documentation to provide dissemination of former council IT policies and procedures
- Created team leave calendar
Temp
Hays Recruitment
05.2017 - 06.2017
- Short term temp assignment
- Data Entry
- Reception
- Administration
Club Secretary
Concord Junior Soccer Club
10.2014 - 11.2016
- Competition Registrar
- Oversaw daily office operations for staff of 15 employees
- Compiled annual report for AGM, processed accounts payable and receivable, verified and created claim numbers with insurance company for injuries sustained during the season
- Oversaw inventory and office supply purchases
- Organised photos, trophies, awards and weekly games sheets and ref payments
- Project managed the building of the new clubhouse
IT Support Analyst
City of Sydney Council
03.2014 - 07.2014
- Level 1 helpdesk support to all council staff
- Network security
- Asset management
- Desktop support
IT Support Analyst
Citibank
10.2012 - 01.2014
- Level 1/2 helpdesk support to all treasury and credit staff
- Auditing
- Creation, Maintenance and Deletion of accounts
- Review of technical documentation and procedures
- Hardware support
- Mobile technology support
IT Support
Wallanius Wilhemsen
07.2012 - 10.2012
- Short term assignment
- Hardware support
- Review technical documentation and procedures
- Administration and data entry
- AV support
- Desktop support
Incident Management
Fujitsu
11.2011 - 05.2012
- Incident Management and Helpdesk
- Management of P1 and P2 incidents
- Managed call flow and escalated when necessary
- Administration and data entry
- Provided IT Support to non-technical personnel within the business
Digital Media Technician
Australian Maritime Museum
06.2011 - 11.2011
- Maintenance of all visual and audio displays in the museum
- Maintenance of all visual and audio displays on the museum’s submarine and destroyer
- Administration and data entry tasks
Business Support
Telstra
02.2011 - 06.2011
- Short term temp assignment
- Data Entry
- Reception
- Administration and data entry tasks
IT Helpdesk
UXC Connect/FaHCSIA
09.2010 - 02.2011
- Level 1/2 helpdesk support
- ITIL Foundations Training
- Password resets
- Data entry
- Reporting
IT Support
AEC
01.2010 - 06.2010
- Level 1 helpdesk
- Data Entry
- Reporting
- Incident Management
- Training new staff
Critical Incident Manager
CSC
09.2009 - 01.2010
- Managed all P1 and P2 incidents
- Facilitated critical P1 teleconferences between technicians, clients, senior management, and stakeholders during incidents.
- Administration, data entry and daily reporting
Education
Diploma of Marketing and Advertising - Advertising
Macleay College
Darlinghurst, NSW01.1993
Higher School Certificate - HSC
Santa Sabina College
Strathfield, NSW01.1992
MST7000A - MS Teams
Microsoft
Skills
- MS Office
- Software installation
- Windows support
- User onboarding
- Network troubleshooting
- Helpdesk support
- Remote support
- Documentation creation
- Incident management
- Customer support
- Software support
- Ticketing systems
- Hardware troubleshooting
- Asset management
- Computer maintenance
- Technical troubleshooting
- Desktop support
- Hardware installation
- Windows
- Mac OS
- Customer Service
- Data Entry
- Administration
Certification
- ITIL Foundations 4.0
Languages
English
Native/ Bilingual
French
Limited
References
References available upon request.
Timeline
Service Desk Analyst
Catholic Diocese of Maitland-Newcastle
12.2023 - Current
IT Service Desk Analyst
Dept of Health
04.2023 - 12.2023
Claims Officer
QBE Insurance
12.2022 - 03.2023
Pathology Aid
Douglass Hanly Moir
07.2021 - 12.2022
Customer Care Specialist
Service NSW
04.2021 - 05.2021
Customer Care Representative
ING
01.2021 - 04.2021
IT Support Analyst
Department of Education
01.2019 - 12.2020
IT Support Analyst
Central Coast Council
03.2018 - 12.2019
IT Support Analyst
Innerwest Council
06.2017 - 03.2018
Temp
Hays Recruitment
05.2017 - 06.2017
Club Secretary
Concord Junior Soccer Club
10.2014 - 11.2016
IT Support Analyst
City of Sydney Council
03.2014 - 07.2014
IT Support Analyst
Citibank
10.2012 - 01.2014
IT Support
Wallanius Wilhemsen
07.2012 - 10.2012
Incident Management
Fujitsu
11.2011 - 05.2012
Digital Media Technician
Australian Maritime Museum
06.2011 - 11.2011
Business Support
Telstra
02.2011 - 06.2011
IT Helpdesk
UXC Connect/FaHCSIA
09.2010 - 02.2011
IT Support
AEC
01.2010 - 06.2010
Critical Incident Manager
CSC
09.2009 - 01.2010
Diploma of Marketing and Advertising - Advertising
Macleay College
Higher School Certificate - HSC
Santa Sabina College
MST7000A - MS Teams
Microsoft