Henry James
Mount Cotton,QLD
Summary
Adept in technological troubleshooting and renowned for exceptional customer support, I enhanced customer satisfaction at Queensland Health by mastering ITIL systems and SNOW ticket management. Adapting quickly to the IT environment I have been able to show my self as someone who is excellent at providing the best possible outcome for all scenarios I encounter. I am always willing and wanting to learn as much as possible and as such am a very fast learner. I am an extremely sociable person which helps to foster a constantly positive customer experience and am definitely someone who prides himself on going the extra mile and taking initiative for the customer.
Overview
3
3
years of professional experience
Work History
Permanent Customer Service Officer
Queensland Health
08.2024 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Intimately learnt ITIL systems in short amount of time in order to provide excellent frontline level 1 support.
- Used high level problem solving skills to assist in troubleshooting and triaging of tickets within SNOW.
- Learnt Access Manager system to an adept level in order to guide, teach and assist customers
- Part of the asset management team within the DSC to assist in troubleshooting / stock tracking / ticket tracking and cleaning/organising the assets.
- Have learnt a basic understanding of network and telephony trouble shooting.
Veterinary Nurse
Baybreeze Family Vet Clinic
03.2023 - 07.2024
- Maintained accurate medical records for efficient patient care and treatment followup.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Provided exceptional customer service through professional interactions with clients at the front desk, over the phone, or via email communications.
- Collaborated with veterinary team members to provide comprehensive care for patients in a fast-paced environment.
- Increased client satisfaction with timely communication regarding their pets'' health status and any necessary follow-up appointments.
Veterinary Nurse
Greencross Vets
10.2021 - 03.2023
- Assisted in preparation and administration of anesthesia for surgical processes.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
Education
Certificate IV in Cyber Security - Information Technology
TAFE QLD
Brisbane, QLD06-2025
Certificate III in Business & Retail Management -
Department of Employment Small Business & Training
Brisbane, QLD05-2019
Skills
- Customer support
- Remote support
- Ticket management
- Network connectivity
- Printer support
- Escalation procedures
- Technical issues analysis
- Time management
- Asset management
- Email configuration
Accomplishments
Achieved permanency within 3 months of being at the DSC
Regularly dual headset and coach newer employees.
Assisted with interview future prospects for the DSC.
Timeline
Permanent Customer Service Officer
Queensland Health
08.2024 - Current
Veterinary Nurse
Baybreeze Family Vet Clinic
03.2023 - 07.2024
Veterinary Nurse
Greencross Vets
10.2021 - 03.2023
Certificate IV in Cyber Security - Information Technology
TAFE QLD
Certificate III in Business & Retail Management -
Department of Employment Small Business & Training
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