Dane Lees

• Designed processes aimed at achieving key KPIs for the team
• Managed local and remote technicians
• Organised and lead a weekly documentation meeting aimed at ensuring all technicians in the team were working with the same knowledge
• Maintained stock levels by submitting POs to vendors when necessary
• Responded to and actioned escalations from customers

• Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
• Engaged in user support interactions via telephone, and in person
• Drove down call wait times by taking over 40 calls a day
• Maintained a healthy number of tickets, resolving as quickly as the call queue would allow.
• Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-users.

Achieved a customer satisfaction rating of 4.93 out of 5

• Followed processes and procedures to avoid workplace hazards or injuries.
• Worked a station independently to a high level of efficientcy