Karen Chan

In this role, I was Executive Assistant to the Executive Team (Director, General Manager, Customer Services Manager). As an executive assistant, I delivered many administrative tasks and supported the team. I played a key role in event management, office management and many diverse projects that the business required.

I was also an Integration Engineer where I delivered and integrated new business software that was required which then needed further integration with more software.

This role became very diverse which presented opportunities to manage the business’ vehicle fleet, change processes for asset management, communicate with vendors and manage vendor compliance for all staff.

· Executive Administration: I handled all day-to-day administrative tasks for the Executive Team, including ensuring efficient running of the office, preparing meetings, taking minutes, organizing presentations for the business organised all travel arrangements, calendar management, email management, document management, reconciling bank statements and managing all personal vehicles including servicing and registering vehicles

· IT Support: Involved in day-to-day support of all computer related issues with hardware and software. Managed the setting up of mobile phones and iPad for all new starters. I also managed the phone system and security system for the business.

· Compliance: I ensured that all staff and contractors were all compliant with the vendors’ policies and procedures using the Avetta platform. I organized national police checks and criminal record inquiries.

· Integration Engineer: Implementation and Integration of the Aroflo software for the business which has allowed them to be more efficient with day-to-day jobs. This software has brought together 4 separate processes into one. I also integrated the finance system and the vendor into this new software.

· Event Management: Co-ordinated the planning and delivery of small- and large-scale events, communicating with vendors and making sure that each event ran efficiently and smoothly.

· Social Media: I update social media platforms for the business with events updated with the business

· Fleet Management: Managed the entire fleet for the business making sure all vehicles were serviced regularly and registered.

· Asset Management: Managed all clients assets with data entry into the Asset Management system, creating processes and creating reports for the clients.

Key Achievements

· Successfully researched and sourced a new printer

· Successfully researched and sourced a new phone system

· Successfully organized and assisted in the setup and structure of Microsoft SharePoint

· Successfully Implemented the Aroflo software for the business and continued support and enhancements for the software.

· Taken on compliance tasks working with the Avetta platform

· Taken on managing Assets for company’s vendors.

This role started as Helpdesk and Desktop Support (IT Support Analyst) for the entire business. I was then given responsibility of being IT Service Co-Ordinator where I managed staff to make sure that operations of the IT department ran efficiently and smoothly. After being acquired by a new business, I became an Application Engineer, Project Co-ordinator and provided software support for the main software for the business.

• IT Support Analyst (Helpdesk, Desktop Support): I supported the entire business with Helpdesk and Desktop support

• IT Services Co-Ordinator: I was involved in the co-ordination and managed the rollout of the desktops and laptops over the entire business.

• Application Engineer/Project Co-Ordinator/Software Support: I managed departments by informing and prioritizing issues that they have raised, organized and managed third-party vendors, created reports and presentations that are sent to the business, managed the Service Now system for our department, created documentation for processes in Business Systems, managed daily stand-ups for the department and provided IT and software support to the entire Interleasing Australia and NZ business.

Key Achievements

• Successfully project managed several small projects to fruition within the time frame given without being given much knowledge of project

• Successfully managed team to close tickets in a timely manner using agile methodology

• Successfully worked with Service Now Administrator to implement a dashboard to show incidents for all departments which improved visibility to IT team

• Successfully learnt and administered FBT reports for all company and customer vehicles

• Successfully worked with internal team to develop a department dashboard which showed a graphical view of the number of tickets of all internal departments

• Successfully worked with 3rd party vendor to implement and maintain a full printer rollout

• Successfully worked with IT Support team to rollout new laptops and desktops for the business

• Successfully worked with internal customers to improve processes within the business which improved productivity by 80%

• Individually, increased efficiency of all helpdesk and desktop support issues by 200%

• Successfully improved the closure of tickets by 40%

• Successfully documented all processes and procedures for unique software used by Finance team

• Successfully worked with Network Team to reconfigure all network ports and patched with new switches

• Successfully built new SOE (Standard Operating Environment) for several desktops and laptops using SCCM

This role allowed me to provide Helpdesk and desktop support to all internal customers for all departments of the network.

• Helpdesk Support: Provided helpdesk phone support to all internal employees of the business

• Desktop Support: Rebuilt and provided desktop support to all internal employees of the business. This included a complete rollout of new desktops for the business

• Team Leader: Managed the IT support team to make sure that all SLA’s are met. Also worked with a number of vendors to complete a number of small projects for the business.

Key Achievements

· Successfully managed a small team to deploy hardware across the network to over 100 staff in a very timely manner

· Successfully assisted in the decision of type of software used in the Helpdesk Support area

· Worked with Manager to increase efficiency and visibility of incidents and problems which led to increased call closure of tickets by 400%

· Successfully created how to documentation on unique software which helped new starters in department to understand and learn more efficiently reducing orientation time of new starter by 50%.