Sara Mathews
Parramatta
Summary
Proven service desk analyst with expertise in offering the best user support and technical assistance. Ability to swiftly pick up new software/ hardware and resolve problems in a fast-moving environment.
Overview
8
8
years of professional experience
Work History
IT Operations Analyst/Service Desk Analyst
Cement Australia
07.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Assessed operational performance to identify areas for improvement.
- Supported supervisor and associated team members to maintain system functionality.
IT Service Desk Analyst
Cement Australia
07.2021 - 07.2023
Customer Support Specialist
Probe
02.2016 - 05.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume call centre setting, prioritizing tasks to keep up with challenging deadlines.
- Majority of calls were in regards to ATO and debt handling
Education
Bachelor of Business - Accounting And Finance
Swinburne University of Technology
Melbourne, VIC12.2024
No Degree - Information Technology
Charles Sturt University
Sydney, NSW03.2024
Skills
- Trend Modeling
- Data Modeling
- Commander Assistance
- Managing Fleet Vehicles
- Process Updates
- Operational Efficiency
- Incident Escalation
- Operations and Procedural Knowledge
- Improvement Recommendations
Additional Information
REFEREES
Name: Wendy Rogers
Position: Operations Team Leader at Cement Australia
Contact Details: 0407149114
Name: Anton Gilbert
Position: Technology Officer at Cement Australia
Contact Details: 0436599585
Timeline
IT Operations Analyst/Service Desk Analyst
Cement Australia
07.2023 - Current
IT Service Desk Analyst
Cement Australia
07.2021 - 07.2023
Customer Support Specialist
Probe
02.2016 - 05.2018
Bachelor of Business - Accounting And Finance
Swinburne University of Technology
No Degree - Information Technology
Charles Sturt University
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