Sophie Hatton

- Assisted with the startup of the National Service Centre, including knowledge base procurement, SLA creation, and staff onboarding.

- Provided call center support for all ST John WA users, including paramedics, directors, admin staff, and volunteers.

- Delivered over-the-phone first point of contact troubleshooting for IT issues.

- Monitored VPN access and provided Multi-Factor Authentication accounts for users.

- Managed sensitive and confidential information securely.

- Exceeded SLAs in a highly demanding environment.

- Logged IT incidents to appropriate service providers and coordinated closely with key ICT contacts.

- Supported high-profile individuals with email and calendar issues and facilitated team meeting organization.

- Demonstrated a strong understanding of Microsoft applications and resolved related issues.

- Worked on a rotating shift roster to provide continuous support.

- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.

- Provided call center support for all education users, including teachers, admins, ICTS, and principals.

- Offered first-line IT troubleshooting over the phone.

- Monitored VPN access and set up Multi-Factor Authentication accounts.

- Handled sensitive and confidential information with care.

- Exceeded KPIs in a high-demand environment.

- Logged IT issues with appropriate service providers and offered assistance to high-profile individuals.

- Resolved issues related to emails, calendars, and team meetings.

- Managed NTG account creation and completed NTG access inquiries.

- Completed profile move requests between departments.

- Worked within the NTPFES secure room and managed issues related to PIPS, GAS, IJIS, ICAD, and other NTPFES applications.

- Supported a rotating 24/7 roster to provide consistent IT service.

- Created an inspiring team environment with open communication and collaboration.

- Set clear team goals and delegated tasks while setting deadlines.

- Oversaw day-to-day operations, ensuring efficient workflow and task completion.

- Monitored team performance and reported on key metrics to maintain productivity.

- Motivated team members, fostering a positive and engaged workforce.

- Listened to team feedback and resolved any issues or conflicts promptly.

- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

- Developed and implemented structured training modules covering 12 key industry topics, leading to enhanced staff knowledge across the organization. The program is currently utilized by over 50 employees.

- Designed and developed comprehensive training programs tailored to meet specific company needs.

- Selected and applied appropriate training methods, including simulations, mentoring, and professional development courses.

- Conducted contract-wide training needs assessments to identify and address skills gaps.

- Assessed the effectiveness of instructional programs and measured the impact on employee performance and SLA compliance.

- Maintained and updated the curriculum database and training records to ensure consistent training delivery.

- Hosted train-the-trainer sessions for internal subject matter experts.

- Researched and recommended innovative training methods, including gamification, to improve learning experiences.