Kiera-Lee Riggs
Penrith
Summary
Competent EUC Technician well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimisation. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
4
4
years of professional experience
Work History
EUC Engineer
NEC (ATO)
Parramatta, NSW
08.2023 - Current
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Assisted in the planning and execution of office relocations, ensuring minimal disruption to business operations during the transition period.
- Fostered a collaborative work environment by sharing knowledge and expertise with team members to improve overall departmental performance.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Documented and updated known fixes in knowledge base for future reference.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Imaging/re-imaging laptops.
- Configured and enrol mobile devices for end-users.
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with resolver groups in regards to advanced issues for escalation.
- Assisted with projects including travelling between sites when required.
- Managed inventory of IT equipment to keep record of stock levels.
- Primarily perform tasks unsupervised, unless requesting assistance.
- Submit order requests for required stock.
- Coordinated with vendors on warranty claims for faulty equipment.
- Assisted end-user with basic printer issues.
- Collaborated with vendors for printer repairs and part replacements.
- Kept track of printer toner levels and replaced when required.
- Improved help desk ticket resolution times through diligent prioritisation of requests based on urgency level.
- Installed and configured operating systems and applications.
- Used Microsoft configuration manager to manage assets/import asset details.
- Used Active Directory to manage user accounts and assets.
- Mobile device troubleshooting.
- Supported remote users through remote desktop tools, ensuring seamless connectivity regardless of location.
- Served as an escalation point for L1 support technicians, offering expert guidance on complex technical challenges.
- Improved end-user satisfaction by providing timely and efficient L2 desktop support services.
Service Desk Analyst, Level 1
NEC (Transport For NSW)
Wollongong, NSW
03.2022 - 08.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to relevant resolver groups.
- Engaged in user support interactions via telephone and email platforms.
- Resolved common user concerns by utilising knowledge base.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Performed installation, maintenance and repair computer hardware and various software applications.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Lead Generator
Smart Energy
Wollongong, NSW
10.2021 - 02.2022
- Developed and delivered engaging sales presentations to convey product benefits.
- Achieved monthly sales goals by promoting benefits and enrolling new clients.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Engaged with customers to effectively build rapport and lasting relationships.
- Attended training sessions to improve skills and knowledge on the products.
- Adhere to social distancing protocols and wore a face mask or face shield.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Front of House Waitress
Lagoon Seafood Restaurant
North Wollongong, NSW, 2500
07.2020 - 10.2021
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Used slow periods to restock supplies and clean the restaurant.
- Checked identification for minimum age for sale of alcoholic beverages.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Cultivated warm relationships with regular customers.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behaviour.
- Answered customers' questions, recommended items and recorded order information.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- · Checked guests' identification before serving alcoholic beverages.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Moved and set up seating, prepared extra silverware prior to arrival of large groups.
- Supervised functions and events
Education
Year 10 - ROSA
Five Islands Secondary College
Port Kembla, NSWCertificate III - Retail
National College of Vocational Education
Wollongong, NSWCertificate II - Information Technology
TAFE
Wollongong, NSWSkills
- Customer Communication and Empathy
- Customer Complaint Resolution
- Collaborative Team Player
- Resolve Technical Problems
- Microsoft Windows and Office
- Remedy (Helix)
- Service Now
- Microsoft Exchange
- Active Directory
- Citrix XenApp
- Creative Issue Resolution
- Hardware and SoftwareTroubleshooting
- Credential Management
- Friendly and Patient
- Organisational Skills
- Application Installation
- Troubleshooting and Assistance
- Mobile Devices
- Account Creation/Updating
- WorkspaceOne
- Microsoft Endpoint Configuration Manager
- Desktops and Laptops
- End-User Support
- Printer and Peripheral Support
Timeline
EUC Engineer
NEC (ATO)
08.2023 - Current
Service Desk Analyst, Level 1
NEC (Transport For NSW)
03.2022 - 08.2023
Lead Generator
Smart Energy
10.2021 - 02.2022
Front of House Waitress
Lagoon Seafood Restaurant
07.2020 - 10.2021
Year 10 - ROSA
Five Islands Secondary College
Certificate III - Retail
National College of Vocational Education
Certificate II - Information Technology
TAFE