Alexis Peters
Logan City,QLD
Summary
Professional with deep experience in IT support and leadership, ready to excel in this role. Strong focus on team collaboration and achieving results. Known for reliability and adaptability in dynamic environments. Skilled in incident management, problem-solving, and customer service. Valued for effective communication and conflict resolution abilities.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Service Desk Team Leader
St Vincent's Health Australia
03.2024 - Current
- Jointly led a service desk team of 16 in providing timely technical support across multiple departments.
- Mentored team members on best practices in customer service and issue resolution techniques.
- Developed comprehensive training materials to enhance new hire onboarding and ongoing team member education.
- Oversaw performance metrics, ensuring consistent achievement of service level agreements (SLAs).
- Provided regular coaching and development of the team
- Assisted in escalated support requests, ensuring effective problem-solving and customer-focused solutions.
Onboarding & Offboarding Coordinator
St Vincent's Health Australia
08.2022 - 08.2023
- Responsible for the Onboarding activities associated with IT systems access for Medical Staff during Bulk Intake periods
- Streamlined communication between departments to ensure effective onboarding workflows.
- Engaged internal stakeholders to schedule, plan and execute onboarding initiatives.
- Developed documentation for onboarding processes
- Created new processes to identify onboarding automation errors and engage resolver teams to assist in resolving
- Mentored junior team members on best practices in onboarding procedures and systems.
Service Desk Analyst Level 2
St Vincent's Health Australia
10.2021 - 07.2022
- Co-led service desk team in resolving complex technical issues, enhancing user satisfaction and support efficiency.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
- Coordinated with cross-functional teams to streamline communication and improve incident response times.
- Trained new staff on service desk protocols, ensuring consistent service delivery standards.
Service Desk Analyst
St Vincent's Health Australia
02.2020 - 10.2021
- Provided technical support for software, hardware and network issues raised via phone and Portal ticket lodgement.
- Managed approximately 30 incoming calls and tickets per day from Internal users.
- Documented and tracked incidents in ticketing system, enhancing workflow efficiency and response times.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
Service Desk Consultant
Bupa Health Insurance
07.2017 - 02.2020
- Served as primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Provided technical support for hardware and software issues, ensuring timely resolution for end-users.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Took between 30-60 calls a day
Level 2 Service Desk Support
SkyMesh Pty Ltd
11.2015 - 07.2017
- Developed training materials to enhance staff performance and service delivery.
- Monitored ticketing system for efficiency, prioritizing urgent issues effectively.
- Answered customer escalation calls promptly and appropriately handled needs.
- Monitored system alerts and escalated to Level 3 / external vendors when required
Level 1 Service Desk Support
SkyMesh Pty Ltd
02.2014 - 11.2015
- Provided technical support for hardware and software issues, ensuring timely resolutions for end-users.
- Conducted troubleshooting and diagnostics on various systems, improving issue resolution efficiency.
- Escalated incidents appropriately while maintaining clear communication throughout resolution process.
Education
Diploma of Information Technology - Networking
Metropolitan South Institute of TAFE
Loganlea, QLD01.2013
Bachelor of Information Technology - Interaction Design
The University of Queensland
Saint Lucia, QLD01.2008
Skills
- Team management
- Incident management
- Remote support
- ITIL framework
- Ticket prioritization
- Coaching and mentoring
- Teamwork and collaboration
- Excellent communication
- Customer service
- Friendly and patient
Certification
- ITILv4 Foundation Certificate in IT Service Management, PeopleCert - 06/06/2023
Timeline
Service Desk Team Leader
St Vincent's Health Australia
03.2024 - Current
Onboarding & Offboarding Coordinator
St Vincent's Health Australia
08.2022 - 08.2023
Service Desk Analyst Level 2
St Vincent's Health Australia
10.2021 - 07.2022
Service Desk Analyst
St Vincent's Health Australia
02.2020 - 10.2021
Service Desk Consultant
Bupa Health Insurance
07.2017 - 02.2020
Level 2 Service Desk Support
SkyMesh Pty Ltd
11.2015 - 07.2017
Level 1 Service Desk Support
SkyMesh Pty Ltd
02.2014 - 11.2015
Diploma of Information Technology - Networking
Metropolitan South Institute of TAFE
Bachelor of Information Technology - Interaction Design
The University of Queensland
Hobbies and Interests
Reading, Working with Adobe Photoshop,
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