Ben Martin
Fairfield,QLD
Summary
Dedicated technical support professional specializing in delivering reliable solutions and maintaining system integrity. Proven track record of resolving complex technical issues with minimal disruption to users, demonstrating strong problem-solving abilities. Recognized for fostering team collaboration and adaptability, contributing to a dynamic and responsive support environment. Expertise in thorough diagnostics and effective user training enhances overall customer satisfaction and operational efficiency.
Overview
4
4
years of professional experience
Work History
Level 2 Support Technician
Smile IT
07.2025 - Current
- Delivered Level 2 support across Windows and Microsoft 365 environments for 600+ multi-industry clients
- Supported Azure AD/Entra ID, Intune, Exchange, SharePoint, Teams, and Hyper-V infrastructure
- Resolved complex incidents through investigation, research, and root-cause analysis
- Managed networking and security solutions including VPNs, firewalls (UniFi, Sophos, FortiGate)
- Acted as an escalation point for Level 1 staff, contributing documentation and earning consistent client praise
ICT Systems Analyst
Wesley Mission Queensland
05.2023 - 07.2025
- Led the operational support of enterprise applications including Workday, TechOne, and RiskWare across HR, finance, and operations.
- Collaborated with business leaders and technical teams to identify and resolve system inefficiencies, resulting in improved service delivery outcomes.
- Coordinated UAT cycles, supported business case development, and provided input into release planning and platform enhancements.
- Participated in post-deployment reviews, contributed to support documentation, and facilitated smooth transitions into business-as-usual.
Application Support Analyst
Wesley Mission Queensland
10.2022 - 05.2023
- Spearheaded the rollout and adoption of the Mirus Works payroll platform for 2,500+ employees, improving payroll accuracy and achieving a 30% efficiency gain.
- Provided Tier 2/3 support during hypercare, resolved escalated incidents, and triaged issues with vendors for timely resolution.
- Developed and maintained platform knowledge base articles, trained internal stakeholders, and improved user engagement with new digital tools.
Service Delivery Support Officer
Wesley Mission Queensland
05.2022 - 10.2022
- Delivered internal service support and tracked platform performance across key business applications.
- Liaised with business stakeholders and digital teams to address user needs and ensure alignment with system capabilities.
- Contributed to internal change management efforts and maintained documentation to support process consistency.
Helpdesk Team Lead
Esri Australia
10.2021 - 05.2022
- Managed a 5-person helpdesk supporting a national service with over 150,000 users
- Led incident response for critical issues, aligning team performance with SLAs, and reducing resolution time by 40%
- Created training materials and knowledge base content to support onboarding and improve team efficiency
Education
Bachelor of Information Technology - Computer Science
Queensland University of Technology
01.2020
Skills
- Technical application support
- Incident management
- System Integration Support
- Platform reliability assessment
- User Training & Documentation
- Vendor relationship management
- Service transition management
- Stakeholder Engagement
- Release Readiness
- Continuous Improvement
- Active Directory management
- Remote desktop support
Timeline
Level 2 Support Technician
Smile IT
07.2025 - Current
ICT Systems Analyst
Wesley Mission Queensland
05.2023 - 07.2025
Application Support Analyst
Wesley Mission Queensland
10.2022 - 05.2023
Service Delivery Support Officer
Wesley Mission Queensland
05.2022 - 10.2022
Helpdesk Team Lead
Esri Australia
10.2021 - 05.2022
Bachelor of Information Technology - Computer Science
Queensland University of Technology