Summary
Overview
Work History
Skills
References
Timeline
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Katie Freeman

Mayfield,NSW

Summary

Dynamic and experienced IT professional seeking to leverage my expertise in technical support and executive administration to provide tailored assistance within the IT industry.

I am an experienced IT professional with three and a half years in technical support and over six years in customer service. I specialise in troubleshooting complex issues, supporting school applications and Office 365, and delivering efficient, user-focused solutions. With a strong background in executive-level support, I’m known for my clear communication, effective problem-solving, and ability to manage competing priorities. I thrive in fast-paced environments and am committed to providing high-quality, reliable service to both end users and internal teams

Overview

8
8
years of professional experience

Work History

IT SERVICE DESK ANALYST

Department of Education
01.2022 - Current
  • Diagnose and resolve complex technical issues across software, hardware, and school-based applications.
  • Provide high-quality phone support to end users in a fast-paced IT environment.
  • Collaborate with team members to identify and implement efficient solutions, reducing ticket resolution times.
  • Consistently exceed KPIs, including AHT (Average Handle Time) and customer satisfaction targets.
  • Proficient in ServiceNow and Microsoft Office 365, utilising these tools to streamline workflows.
  • Document and share insights within the IT department, contributing to a knowledge-sharing culture.

Customer Service Representative

Sykes (Westpac)
01.2021 - 12.2021
  • Resolved customer discrepancies in banking transactions by providing accurate, secure, and timely solutions.
  • Responded to account and service-related inquiries with detailed, compliant information, ensuring customer trust and satisfaction.
  • Collected, verified, and processed sensitive financial data while maintaining strict adherence to privacy and security protocols.
  • Assisted customers with day-to-day banking transactions, offering tailored advice to support their financial needs.
  • Consistently met and exceeded performance targets in a high-compliance, security-focused environment.
  • Maintained professionalism while managing routine tasks and handling irate customers in line with bank policies.

Hostess

Nick's Seafood Restaurant
12.2019 - 01.2021
  • Supported smooth guest flow by efficiently taking food and beverage orders during busy periods, ensuring timely and attentive service for VIP clients.
  • Managed cash handling duties, including daily revenue reconciliation and accurate paperwork, maintaining high standards of accountability.
  • Welcomed VIP guests with a professional and polished appearance, delivering personalized and courteous service.
  • Promptly addressed and resolved customer complaints, assisting coworkers in finding effective solutions to uphold a premium guest experience.

Corporate Boardroom Attendant

Thompson Geer
10.2018 - 10.2019
  • Company Overview: One of the country’s 10th largest law firms.
  • Professionally welcomed clients, senior lawyers, and partners at one of the country’s 10th largest law firms, ensuring a positive first impression.
  • Expertly prepared and served coffee, guaranteeing exceptional hospitality during high-profile board and client meetings.
  • Managed complex catering orders and coordinated setups for major corporate events, contributing to seamless event execution.
  • Provided essential reception coverage when required, supporting the smooth operation of a high-demand, prestigious legal environment.
  • One of the country’s 10th largest law firms.

Cabin Crew

Cobham Airways (Qantas Contractor)
03.2017 - 09.2018
  • Delivered outstanding customer service by proactively anticipating and addressing diverse passenger needs, ensuring a seamless and comfortable travel experience.
  • Took a leadership role in passenger safety by effectively demonstrating critical safety and emergency procedures, complying with stringent aviation regulations.
  • Recognized and engaged with frequent flyers, enhancing customer loyalty through personalized attention and care.
  • Provided specialized support to vulnerable passengers, including the elderly, children, and individuals with disabilities, ensuring their comfort and security.
  • Maintained unwavering professionalism and a positive demeanor throughout flights, significantly contributing to the airline’s reputation for exceptional customer satisfaction.

Skills

  • Microsoft Office 365 (Word, Excel, Outlook, PowerPoint)
  • Project management
  • Network & System Support
  • Effective Verbal & Written Communication
  • Client Relationship Building
  • Executive Support & Administrative Assistance
  • Data Management & Documentation
  • Technical troubleshooting
  • ServiceNow proficiency
  • Microsoft Office 365
  • Ticket resolution
  • Network support
  • Customer service
  • Knowledge management
  • Problem solving
  • Effective communication
  • Collaboration skills
  • Data entry
  • End-user support

References

Available on request

Timeline

IT SERVICE DESK ANALYST

Department of Education
01.2022 - Current

Customer Service Representative

Sykes (Westpac)
01.2021 - 12.2021

Hostess

Nick's Seafood Restaurant
12.2019 - 01.2021

Corporate Boardroom Attendant

Thompson Geer
10.2018 - 10.2019

Cabin Crew

Cobham Airways (Qantas Contractor)
03.2017 - 09.2018

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Katie Freeman