Sarah Golding

Technical Support Officer

Suncorp Insurance Company

09.2023 - Current

Resolved technical issues for end-users, enhancing overall customer satisfaction.
Provided software support and training to staff, improving operational efficiency.
Troubleshot hardware malfunctions, ensuring minimal downtime for users.
Documented support processes and solutions, streamlining future assistance efforts.
Collaborated with IT teams to implement system upgrades and improvements.
Assisted in maintaining inventory of technical resources and tools for effective support delivery.
Monitored ticketing system to prioritize and manage incoming requests efficiently.
Developed user guides and FAQs to empower users in self-service troubleshooting.
Created effective solutions for recurring issues, preventing future occurrences of similar problems.
Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
Reduced downtime by swiftly diagnosing and troubleshooting complex technical problems.
Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
Assisted in the development of customized applications tailored to meet specific business requirements.
Collaborated with cross-functional teams to implement system updates and improve efficiency.
Coordinated hardware upgrades and software patches, ensuring compatibility and seamless integration across systems.
Served as a liaison between IT departments and end-users, translating complex technical concepts into easily understandable terms.
Effectively managed priorities while balancing competing demands from internal users.
Established strong relationships with key stakeholders within the organization through clear communication and reliable assistance.
Participated in IT projects supporting infrastructure improvements or new product launches.
Monitored system performance indicators to proactively identify potential issues before they escalated.
Conducted regular system maintenance, ensuring optimal performance and minimizing disruptions.
Contributed to internal knowledge base articles that helped streamline troubleshooting procedures for common issues.
Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
Provided comprehensive support for various software and hardware, enhancing overall user experience.
Improved customer satisfaction by resolving technical issues in a timely manner.
Streamlined ticket resolution process, increasing productivity and reducing average response time.
Used ticketing systems to manage and process support actions and requests.
Managed high levels of call flow and responded to technical support needs.
Offered assistance in implementing and developing training programs.
Researched and identified solutions to technical problems.
Diagnosed and troubleshot hardware, software and network issues.
Responded to customer inquiries and provided technical assistance over phone and in person.
Installed and configured operating systems and applications.
Installed, configured and maintained computer systems and network connections.
Generated reports to track performance and analyze trends.
Developed and implemented preventive maintenance procedures.
Patched software and installed new versions to eliminate security problems and protect data.
Tested new software and hardware prior to deployment.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Configured and tested new software and hardware.
Monitored system performance to identify potential issues.
Created user accounts and assigned permissions.
Configured hardware, devices, and software to set up work stations for employees.
Mentored junior team members, fostering professional growth and improving team dynamics.