Justine Wagenaar
Perth
Summary
University student in Information Technology with the most recent work experience as an IT helpdesk officer, enhancing client satisfaction through effective remote support and security protocol implementation. Skilled in software installation and escalation procedures, I excel in fostering strong teamwork while resolving complex technical issues, ensuring seamless operations across multiple campuses.
Overview
9
9
years of professional experience
Work History
IT Help Desk Officer
Free Reformed School Association
01.2020 - 03.2022
- Improved client satisfaction by efficiently resolving IT issues and providing timely support across five campuses.
- Managed ticket queues, prioritising tasks to minimise disruption and maintain business continuity.
- Maintained accurate records of all help desk interactions, allowing for efficient tracking and analysis of recurring issues.
- Acted as a liaison between end-users and higher-level IT support personnel when escalation was necessary.
- Provided remote support to other site employees, enabling seamless collaboration regardless of location.
- Assisted in development of system security protocols.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees and students.
- Coordinated hardware replacements/upgrades when required.
- Enhanced end-user experience with effective communication skills and empathetic listening.
- Created custom scripts for teachers who required more for their classes.
- Established and maintained professional and friendly relations with students, teachers, administration staff and IT colleagues.
- Conducted regular audits of IT systems, identifying areas for improvement and implementing necessary changes.
- Introduced, implemented and used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Early Childhood Educator
BusyBees
10.2017 - 12.2019
- Supported children with special needs, creating customised learning strategies to accommodate various abilities.
- Maintained and fostered positive and constructive interactions with staff, families, and children.
- Boosted children's social skills development through group projects and collaborative games.
- Sanitised toys and play equipment each day to maintain safety and cleanliness.
- Communicated with parents and other staff about student progress.
- Cultivated a safe and inclusive classroom environment that fostered respect, empathy, and cultural awareness among students.
- Fostered creativity in the classroom through art projects, dramatic play, storytelling exercises, and other imaginative pursuits.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Implemented developmentally and culturally appropriate curriculum for children, creating positive, and safe classroom environments.
- Collaborated with colleagues on curriculum development, sharing best practices to improve overall instruction quality across the school.
- Mentored new educators, providing guidance on effective teaching approaches and classroom management techniques.
- Encouraged use of technology to support student learning.
Trainee Educator
Little People's Place
04.2017 - 10.2017
- Assisted lead teacher in creating a nurturing environment, improving overall classroom atmosphere and child behaviour.
- Contributed to curriculum design that focused on age-appropriate developmental milestones for each child under our care.
- Led small group activities that encouraged teamwork and cooperation among peers while promoting social skill development within a structured setting.
- Assisted in maintaining a clean, organised, and safe environment within the childcare facility, ensuring that all students had access to necessary resources and materials.
- Promoted healthy habits by teaching children about hygiene practices and providing nutritious snacks.
- Maintained accurate records of each child's progress, attendance, and any notable incidents or concerns for review by lead teacher and administrators.
- Participated in ongoing professional development opportunities to stay current with the latest trends and best practices in early childhood education.
- Applied positive behaviour management techniques to enhance social interactions and emotional development.
- Liaised with parents and guardians to discuss child progress.
Swimming Instructor
City of Kwinana
01.2016 - 06.2017
- Developed strong relationships with students to foster trust and rapport, enabling more effective instruction.
- Implemented ongoing assessments of student progress, adjusting lesson plans accordingly to ensure continued growth in abilities.
- Increased class engagement with interactive activities and games focused on various swimming techniques.
- Promoted water safety awareness by incorporating essential skills into lessons such as treading water, floating, and rescue techniques.
- Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Collaborated with colleagues to develop comprehensive swim programs for participants of all ages and skill levels.
- Continuously updated knowledge on swimming techniques, water safety practices, and instructional methods by attending professional development workshops and conferences.
- Mentored new instructors, sharing best practices and providing constructive feedback to enhance teaching effectiveness.
- Contributed to a positive work culture among colleagues through open communication, teamwork, and mutual respect while striving to deliver exceptional aquatic education experiences for all students.
- Achieved higher student satisfaction ratings through consistent communication with parents regarding progress and areas for improvement.
- Adapted teaching techniques to different learning styles.
- Provided emergency first aid and CPR as needed.
Chef's Assistant
Compass Group
02.2017 - 04.2017
- Managed food preparation activities, such as cutting ingredients to size and preparing sauces.
- Received delivered, sorted produce and stored supplies quickly to maintain quality and condition.
- Prepped ingredients ahead of time to increase cooking and service speed.
- Wrapped, dated, and stored food in refrigerators under standardised temperature for future uses.
- Maintained cleanliness and order of kitchen prep areas and appliances as well as convenient organisation of ingredients.
- Used variety of kitchen tools and appliances to prepare ingredients and meals.
- Verified food temperatures and quality ahead of service to maintain standards.
- Replenished food and ingredients supplies to meet service demand.
- Cleaned and oiled kitchen equipment to maintain optimized function.
- Followed food safety practices and sanitation guidelines.
- Loaded dishes, glasses and tableware into dishwashing machines.
- Maintained composure and work quality while under stress.
- Quality customer service, maintaining composure during rush times.
- Learned barista skills and used them frequently when that position needed to be filled.
Swimming Instructor
Department Of Education
01.2017 - 01.2017
- Developed strong relationships with students to foster trust and rapport, enabling more effective instruction.
- Organised and taught swimming lessons to children aged 4 to 16 years.
- Implemented ongoing assessments of student progress, adjusting lesson plans accordingly to ensure continued growth in abilities.
- Promoted water safety awareness by incorporating essential skills into lessons such as treading water, floating, and rescue techniques.
- Planned classes covering different ages and skill levels to prepare students for basic and advanced swimming needs.
- Took notes strengths and weaknesses of each child in class to track progress.
Food Manager
BamBamBoo
04.2016 - 11.2016
- Utilised strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained safety standards by properly handling food and adhering to sanitation guidelines.
- Greeted customers at counter to fulfill requests and answer questions.
- Operated cash register accurately, managing transactions efficiently while providing excellent customer service.
- Developed and maintained positive relationships with customers to enhance service.
- Delivered exceptional service by promptly addressing customer concerns and special requests.
- Learned other teammates' work tasks to train as backup.
- Operated dishwashing and sanitizing equipment according to manufacturer instructions.
- Balanced registers at the end of day.
- Closed and opened store on morning and afternoon shifts.
- Trained new staff on proper food handling and customer service techniques for better onboarding.
Fast Food Worker
McDonald's
12.2012 - 04.2016
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Wiped counters and sanitised equipment to maintain clean food prep and dining areas.
- Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
- Collaborated with team members to quickly fill large orders and serve large parties.
- Collaborated with team members to maintain a well-stocked inventory and ensure smooth operations during peak hours.
- Performed food preparation responsibilities to meet franchise standards for quantities, speed, and packaging.
- Enhanced customer satisfaction by providing efficient and friendly service in a fast-paced environment.
- Contributed to maintaining a positive work environment by fostering effective communication among team members.
- Responded to customer inquiries and concerns with empathy and professionalism, working to resolve issues in a timely manner.
- Assisted in training new employees, ensuring they quickly became proficient in their roles and responsibilities.
- Managed cash register transactions, balancing the till at the end of each shift with consistent accuracy.
- Promptly resolved customer complaints, escalating major issues to supervisor.
Education
Bachelor of Science - Information Technology
Curtin University
Perth, WA06-2025
Certificate IV - Information Technology
South Metropolitan TAFE
Perth, WA12-2019
Skills
- Problem solving
- Software installation
- IT security protocols
- Strong team work
- Customer/client rapport
- Strong communication
- Works well under stress
- Prioritises tasks well
Timeline
IT Help Desk Officer
Free Reformed School Association
01.2020 - 03.2022
Early Childhood Educator
BusyBees
10.2017 - 12.2019
Trainee Educator
Little People's Place
04.2017 - 10.2017
Chef's Assistant
Compass Group
02.2017 - 04.2017
Swimming Instructor
Department Of Education
01.2017 - 01.2017
Food Manager
BamBamBoo
04.2016 - 11.2016
Swimming Instructor
City of Kwinana
01.2016 - 06.2017
Fast Food Worker
McDonald's
12.2012 - 04.2016
Bachelor of Science - Information Technology
Curtin University
Certificate IV - Information Technology
South Metropolitan TAFE
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