About Me
Hi there, and welcome to my website!
I’m an IT professional with over 3 years of experience in service delivery, working across both
the IT and Energy industries. I’ve always been passionate about helping people, whether that’s
solving technical issues, improving processes, or just making someone’s day a little easier.
I’ve had the chance to work in customer support roles, managing tickets through platforms like
ServiceNow and Jira, and tackling a range of IT challenges. Lately, I’ve been part of the team
at Kaluza, focusing on customer accounts and meter related issues.
When it comes to tech, I enjoy working with languages and tools like Java, JavaScript,
PowerShell, SQL, HTML, CSS, and PHP. I also love digging into data, analyzing it directly from
databases to find useful insights. I’m always looking to learn new things and grow, both
professionally and personally.
Please feel free to reach out to me if you have any queries!
Experience
Nov 2023 – Dec 2024
Service Desk Analyst
Kaluza
- Utilized Jira to drive ticket resolution with a focus on application support
- Analyze data from cloud databases using pgAdmin and BigQuery to identify root causes, trends and impact
- Designed advanced SQL queries in BigQuery and developed JavaScript scripts to assist with complex investigations
- Collaborated closely with cross-functional teams to escalate and resolve complex issues
- Interfaced directly with backend systems via Postman APIs for efficient issue rectification and data adjustments
- Played a key role in improving service desk efficiency through proactive problem-solving and continuous process improvement initiatives
Mar 2023 - Nov 2023
ATO IT Senior Service Desk Analyst
Probe CX (contracted to ATO)
- Oversaw all IT queries for VIP clients in the ATO, ensuring swift resolution through troubleshooting and collaborating with internal stakeholders
- Monitor and managed incident and request queues, ensuring SLA adherence to drive client satisfaction
- Analyzed and reported on ticket metrics and adhere to ServiceNow best practices, to improve service delivery processes and enhance customer satisfaction
- Initiated and orchestrated meetings with internal service providers to foster enhanced communication and collaboration between the service desk and other internal teams
- Developed and deployed scripts and applications to increase overall efficiency of routine tasks
- Oversaw end-to-end process for customer compliments and complaints, ensuring prompt resolution, effective stakeholder collaboration, and continuous service delivery improvements
May 2022 – Mar 2023
ATO IT Service Desk Analyst
Probe CX (contracted to ATO)
- Provided 1st level troubleshooting support via inbound calls, emails, and IT ServiceNow tickets for ATO end users
- Delivered exceptional customer service, ensuring prompt and effective resolution of technical issues
- Consistently adhered to business metrics, including meeting set Key Performance Indicators (KPIs), with a strong focus on optimizing handling time, achieving first call resolution, and upholding quality assurance standard
- Involved in diligent ticket triaging and escalation processes, collaborating with teams for efficient problem resolution and minimal SLA breaches
Dec 2021 – Feb 2022
Sales Associate
Coach
- Provided a modern luxury customer service whilst fostering strong customer relationships
- Assisted in innovative store visual merchandise solutions
- Established rapport based on honesty and trust
- Organized stock to minimize stock finding challenges
Sep 2017 – Oct 2017
Orientation and Mobility Specialist
Guide Dogs Victoria
- Provided leadership for teams during sponsored events, successfully managing and guiding large groups
- Led physically and visually impaired students in daily mobility training
- Conducted evaluations to inform personalized rehabilitation plans
- Instructed clients in utilizing sensory information for enhanced mobility
Projects
Rhythm Raymond
Node.js
Discord.js
YouTube API
SoundCloud API
Spotify API
ytdl-core
MongoDB
Heroku
- Developed as a personal project to enable music playback on Discord servers for all users
- Built using Node.js and hosted on Heroku for seamless automation and uptime
- Integrated multiple APIs including YouTube, SoundCloud, Spotify, and Discord for diverse music playback options
- Utilized ytdl-core for YouTube streaming and MongoDB for storing server-specific settings and configurations
- Designed for flexibility, allowing server admins to customize bot settings and manage playback efficiently
RDA Bulk Associations Tool
PowerShell
Citrix Snappin
GUI
Automation
Bulk Management
CSV Parsing
- Custom PowerShell tool designed to automate user-to-machine associations on Citrix servers
- Utilizes the Citrix Snappin module to streamline bulk association requests
- Developed for the ATO IT Service Desk to improve efficiency in managing large-scale user-to-computer assignments
- Supports CSV import functionality, enabling seamless data processing and local storage within the current runspace
- Reduces manual workload and enhances operational efficiency for IT support teams`
Bulk Address Update System
PowerShell
Active Directory
GUI
Automation
CSV Import
Bulk Updates
- Developed a user-friendly GUI application in PowerShell for streamlined data management
- Integrated Active Directory commands (Get-ADUser & Set-ADUser) to efficiently retrieve and update user information
- Enabled CSV data import, allowing bulk updates of address, state, city, and postal/ZIP codes
- Designed to enhance ATO IT Service Desk productivity, reducing manual effort for large-scale address updates
- Proven scalability, successfully updating addresses for 3,000 users in a recent project
Quick Resets and Unlocks
PowerShell
Active Directory
.NET Framework
LDAP
Windows Event Logs
Microsoft Graph API
- A robust PowerShell script designed for IT support teams to quickly reset user passwords and unlock accounts
- Utilizes the Active Directory Module for seamless integration with on-premises AD environments
- Leverages the .NET Framework to enhance performance and extend functionality
- Integrates LDAP protocols to support cross-platform directory queries
- Records all actions in Windows Event Logs for detailed auditing and troubleshooting
- Offers optional integration with the Microsoft Graph API for managing Office 365/Azure AD accounts in hybrid setups
- Provides an intuitive command-line interface that minimizes manual intervention, reduces errors, and saves time
Script Hub Interface
PowerShell
Dynamic Module Loader
GUI
JSON Configuration
Robust Logging
- A one-stop solution to access, run, and manage various automation scripts
- Easily update or add new scripts through JSON-based configurations
- Offers a streamlined interface for selecting and executing tasks, reducing training overhead
- Built-in logging ensures all actions are tracked, promoting transparency and easier debugging
- Designed to grow with your needs, accommodating a diverse range of IT automation tasks
Skills
Customer Support
Database Data Analysis
IT Service Management
Operations Management
Performance Reporting
SLAs Management
Technical Troubleshooting
Active Directory
AirWatch
Amazon Web Services
Cisco Jabber
Cisco WebEx
Citrix Gateway
Citrix Workspace
Google Cloud Services
Group Policies
Jira Service Management
M365 Products
macOS
Mobile Devices
Printers and Peripherals
SCCM
ServiceNow
Virtual Machines
Windows 10 Troubleshooting
Widnows Firewall
CSS
HTML5
Java
JavaScript
Node.js
Powershell
SQL
Attention to Detail
Documentation
Employee Training
Leadership
Problem Solving
Stakeholder Relations
Team Management
Time Management
Quick Learner
Certifications
Pre-Engagement Integrity Check
Issued: May 2022
Issuer: Australian Taxation Office
AGSVA Basleine Security Clearance
Issued: January 2023
Issuer: Defence Australia