Dedicated to securing a role within a dynamic and people-oriented organization where, extensive experience can be leveraged to contribute effectively to corporate goals. Thriving in challenging environments, I aim to foster collaborative teamwork while delivering exceptional service to the company thereby driving organizational success.
Overview
9
9
years of professional experience
Work History
Technical Support Adviser
Concentrix
11.2022 - Current
Handling incoming calls and assisting customers based on their issues
Assisting callers with technical issues and making appointments based on cx requirements and issue type
Assisting customers to access their device account and mail account credentials when unable to access
Preparing documentation of required information daily by using MS Office suite applications
Identifying, appropriately communicating, and escalating issues to next-level team or department
Completing modules regularly to keep knowledge up to date which helps to solve new technical issues in different ways
Preparing and analyzing status and compilation reports for organization development management team and operational managers, to support decision-making on outcomes and areas for improvement
Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
Created detailed documentation for complex technical issues, simplifying resolution process for colleagues and clients alike.
Administrator/Production Team Member
Selborne Biological Services (Australia) Pty.Ltd
07.2020 - 11.2022
Handling phone calls, emails, and other correspondence, and effectively communicating with internal and external stakeholders
Providing support to clients, customers, or visitors, including greeting guests, answering inquiries, and resolving issues
Organizing meetings, appointments, and events, and ensuring that schedules are optimized
Assisting with project management tasks, such as coordinating timelines, scheduling inbound and outbound shipments, tracking progress, and organizing documentation
Assisting with meeting logistics, such as room bookings, preparing agendas, taking minutes, and distributing materials
Inputting and maintaining accurate records, databases, and filing systems
Managing expense reports, processing invoices, and ensuring timely reimbursement
Drafting, editing, and formatting documents, reports, presentations, and other materials by using, PowerPoint, excel, word
Providing basic IT support, troubleshooting office equipment, and liaising with IT professionals as needed
Maintaining clean and organized office environment, managing office supplies, and ensuring equipment is in working order
Making travel arrangements for executives or team members, including booking flights, accommodations, and transportation
Supporting senior executives or managers with administrative tasks, such as drafting correspondence, preparing presentations, and conducting research.
Network Design Engineer
Broadspectrum (Australia)
11.2017 - 05.2020
Developed CAD drawings using AutoCAD and SpatialNET to ensure compliance with technical specifications and regulatory requirements for street and aerial designs, utilizing GISArc
Updated construction plans based on field scoping information, maintaining detailed design documentation
Designed street network cabinet distribution for Fiber Technology
Ensured accuracy and adherence to relevant technical and regulatory standards in CAD designs with street view
Streamlined design processes by mapping SOR codes from CAD drawings
Timely updates of construction planning and drawings according to red-line mark-ups and As-Built documentation
Managed design delivery within specified time frames and budget constraints
Prepared scoping plans for field surveys, facilitating accurate data collection for design purposes
Collaborated closely with construction teams to ensure seamless completion of design activities
Provided comprehensive technical support from project planning and design through to construction completion
Conducted field assessments and scoping of commercial and residential telecommunications sites to inform design decisions
Utilized NearMaps to locate streets for network design
Prepared all required design documentation, including project cost estimates (BOM & BOQ), schedule of rates, and handover packs
Conducted field trips to assess Infield Design Variation (IFDV) for network optimization and redesign using AutoCAD and SpatialNET
Managed individual design risks to minimize their impact on project schedule, scope, and budget, ensuring smooth project execution
Published detailed reports and finalized designs for submission, ensuring all necessary details are included and designs meet project requirements
Tracked, analyzed, and reported on new design information using MS Project, facilitating effective management of individual designs and evaluation of weekly progress reports.
Enhanced network performance by designing and implementing efficient network infrastructure upgrades.
IT Technical Support Engineer
ISGM (Australia)
11.2015 - 10.2017
Proactively respond to customer requests for technical assistance, addressing issues in person, via phone calls, and emails promptly and effectively
Guide users through installation and configuration of computer hardware such as laptops, desktops, routers, etc., ensuring optimal functionality
Access documented procedures, tools, and manuals to provide expert support on hardware equipment and software applications as required
Diagnose and resolve technical hardware and software issues faced by customers, employing troubleshooting techniques to ensure swift resolution
Utilize Active Directory for user creations and manage access permissions according to user requirements, ensuring data security and integrity
Work proficiently with SharePoint I-Connect and ticketing systems to track and manage technical support requests, ensuring timely resolution and documentation
Set up laptops, desktops, and mobile phones for employees by installing all necessary software, configuring settings, and providing user training as needed.
Education
Advanced Diploma of Leadership and Management -
Central Australian College
Australia
09.2020
Diploma of Leadership and Management -
Royal Gurkhas Institute of Technology
Australia
07.2019
Master of Information Technology - Networking -
Central Queensland University
Australia
11.2015
Skills
Extensive AutoCAD knowledge
Friendly, Positive Attitude
Attention to Detail
Problem-Solving
Customer Service
Time Management
Computer Skills
Active Listening
Decision-Making
Budget Management
Report Preparation
Field surveying
Affiliations
NBN enable card
White Card
Forklift Licence Card
Working Rights
Permanent Residence Holder
Skills Profile - Skills
Quick Learner: Demonstrated ability to rapidly grasp new concepts and technologies, enabling swift adaptation to changing environments.
Excellent Verbal and Written Skills: Proficient communicator with the ability to convey ideas clearly and effectively both verbally and in writing.
Strong Time Management and Multitasking: Proven track record of effectively managing time and juggling multiple tasks to meet deadlines and achieve objectives.
Efficient Teamwork Skills: Collaborative team player with experience working in diverse teams during both educational and professional endeavors, contributing positively to team dynamics and achieving collective goals.
Report Preparation: Skilled in preparing comprehensive reports with meticulous attention to detail, ensuring accuracy and completeness.
Ability to Prioritize Duties: Capable of prioritizing tasks effectively to manage workload efficiently and address high-priority responsibilities on time, optimizing productivity and performance