Richard Kinley

Technical Consultant | Technology Management,

Business Analyst | ServiceNow Administration

Service Desk Consultant | System Support

• Managed multiple projects simultaneously while prioritizing deadlines effectively under pressure through meticulous organization skills and time management.
• Communicated and explained business requirements to team members to understand and implement functional demands.
• Increased client retention rate by building strong relationships through effective communication, understanding their goals, and delivering tailored technology solutions.
• Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
• Enhanced system performance by identifying and resolving technical issues through troubleshooting and root cause analysis.
• Trained end-users on new systems, fostering a smooth adoption process and empowering users to maximize the potential of new technologies.
• Created comprehensive documentation detailing technical specifications, system configurations, procedures, and user guides for reference purposes both internally and externally for clients.
• Evaluated emerging technologies for potential implementation in clients'' businesses, staying current with industry trends and best practices for optimal recommendations.
• Contributed to the continuous improvement of internal processes by sharing insights, suggestions, and lessons learned from past experiences with peers and management.
• Reduced downtime and improved productivity by providing timely technical support to clients, addressing their concerns and solving problems quickly.

IT Infrastructure Support Analyst | Chemyunion Química Ltda.

ICT Service Desk Consultant | Johnson Controls Power Solutions S.A.

• Improved system performance by implementing server upgrades and hardware replacements.
• Enhanced system security with regular patch updates and vulnerability assessments.
• Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
• Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
• Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
• Configured and tested Windows Server operating systems with roles features.

English Language Teacher | ASAP Idiomas

Business Partner/Teacher/Marketing | Connection Idiomas

• Tutored and assisted students to help with English language comprehension and mastery.
• Assessed student progress, providing constructive feedback to motivate improvement in language proficiency.
• Developed age-appropriate lesson content for literature pieces to meet diverse learning styles.
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.

News Travels | Brisbane Airport - Domestic & International Terminals

• Successfully met daily performance metrics regarding sales, customer service interactions, and store cleanliness to maintain a high standard of retail excellence.
• Monitored customer feedback and made adjustments to improve service quality.
• Unloaded delivery trucks and safely transported goods from stockroom to assigned floor.
• Managed inventory levels accurately, minimizing stockouts and ensuring product availability for customers.
• Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

On-site Manager / Front Office Manager / Night Auditor / Night Porter / Guest Service Agent / Concierge / Reservations / Guest Relations / Room Service / Maintenance / Security / Housekeeping / Stores Controller | Novotel Hotel | Mercure Hotel | Hotel Ibis | Abbey Apartments | Gabba Central Apartments.

• Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
• Improved guest satisfaction by implementing efficient operational processes and enhancing staff training programs.
• Oversaw financial management, including budgeting, forecasting, and cost control measures to maximize profitability.
• Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
• Conducted regular walk-throughs of hotel property, identifying any areas requiring attention or improvement efforts from relevant departments.

Night Manager | Rydges Hotel Lakeside

• Managed reservation inquiries and booking adjustments, ensuring timely room availability for all guests.
• Oversaw all front desk operations during nighttime hours, ensuring smooth check-in/check-out processes for guests.
• Streamlined nightly audit procedures for increased efficiency and accuracy in financial reporting.
• Increased efficiency in handling guest complaints by implementing standardized protocols for logging and resolving issues.
• Handled emergency situations with professionalism, maintaining guest safety as the top priority.
• Reviewed nightly reports on hotel performance metrics, using data-driven insights to inform decision-making processes for future improvements.