Kristel Rivero
Kedron,QLD
Summary
A qualified IT support professional with a proven track record in specialist technical and service desk support. Experienced in working directly with clients and colleagues to resolve complex technical IT issues. Possesses excellent client interfacing skills, strong problem-solving and analytical abilities, and a commitment to contributing to the development of best practices, procedures, and policies within an organization.
Overview
4
4
years of professional experience
Work History
Service Centre Officer
Smart Service Queensland
Brisbane, QLD
01.2025 - Current
- Respond to and manage service requests and incidents via Jira and the SSQ Service Centre inbox, ensuring timely resolution.
- Deliver professional telephone and written support to end users, resolving basic technical issues using documented procedures and escalating complex matters where required.
- Apply troubleshooting and problem-solving skills to diagnose and resolve issues across software and applications.
- Support disaster response and contributing to service continuity during critical incidents.
- Provide user account administration using Active Directory, including password resets, access management, and permission changes.
- Perform deactivation of IT access for users in accordance with security policies and offboarding procedures.
Service Desk Analyst Level 2
Sonic Healthcare
Brisbane, Queensland
04.2023 - 12.2024
- Respond to technical support requests from end users through phone and ticketing systems, providing both Level 1 and Level 2 support.
- Installation and configuration of the Fetch program, which enables doctors to download electronic results.
- Provide support for external doctors to access results online or via practice management software, ensuring ease of use and accessibility.
- Collaborate with other IT teams to ensure timely and effective problem resolution.
- Set up user accounts for access cards within the Gallagher Security program, and managed alarm actioning for sites during and outside business hours.
- Monitoring switches and routers at the sites, and ensuring optimal network performance and availability.
- Managed requests for consumables and technical support related to printers (Ricoh, Oki, and Zebra label printers), ensuring uninterrupted operations.
- Conducted training sessions for new employees on system usage, software applications, and troubleshooting procedures.
IT Service Officer - Secondment
Sonic Healthcare - Sullivan Nicolaides Pathology
Brisbane, Queensland
11.2023 - 02.2024
- Delivered end-to-end support for IT infrastructure, ensuring optimal performance of hardware, software, and network systems.
- Assisted with the installation, configuration, and maintenance of IT equipment and software, adhering to organizational standards and client needs.
- Attended regular site visits to provide tailored support, assess system health, and implement preventative maintenance measures.
- Diagnosed and resolved complex hardware and software issues, minimizing downtime and enhancing user productivity.
- Managed data cabling, network configuration, and system integrations to ensure seamless connectivity and operational efficiency.
- Managed detailed documentation for all IT support activities, including system configurations, and user troubleshooting guides, ensuring knowledge transfer and process continuity.
Service Desk Analyst
Sonic Healthcare
Brisbane, Queensland
03.2022 - 04.2023
- Provide first-line technical support and troubleshooting assistance to
end users via phone or ticketing system. - Respond promptly and professionally to inquiries, incidents, and
service requests, ensuring a high level of customer satisfaction. - Log and track all customer interactions and technical issues in the
incident management system, maintaining accurate and detailed
records. - Diagnose and resolve basic hardware, software, and network-related
problems, escalating more complex issues to the appropriate support
teams. - Provide user account administration, including password resets,
access management, and permissions using Active Directory. - Deactivation of all IT access for users, including permissions, and email accounts in Microsoft Exchange
Education
Master of Information Technology -
Central Queensland University
Brisbane, QLD07-2021
Bachelors Degree of Systems Engineering -
Bicentenaria De Aragua University
Venezuela07-2018
Skills
- Office 365
- Active Directory
- Microsoft Exchange
- Workspace ONE Mobile Application Management
- Operating Systems Microsoft Windows, macOS
- Ability to work well in a team
environment - Able to communicate
complex IT issues to suppliers
and non-technical staff - Remote technical support
References
References available upon request.
Timeline
Service Centre Officer
Smart Service Queensland
01.2025 - Current
IT Service Officer - Secondment
Sonic Healthcare - Sullivan Nicolaides Pathology
11.2023 - 02.2024
Service Desk Analyst Level 2
Sonic Healthcare
04.2023 - 12.2024
Service Desk Analyst
Sonic Healthcare
03.2022 - 04.2023
Master of Information Technology -
Central Queensland University
Bachelors Degree of Systems Engineering -
Bicentenaria De Aragua University