Summary
Overview
Work History
Education
Skills
Timeline
Generic

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)
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)
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
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
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, NSW

Certificate III - Retail

National College of Vocational Education
Wollongong, NSW

Certificate II - Information Technology

TAFE
Wollongong, NSW

Skills

  • 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

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Kiera-Lee Riggs