Early in my IT career, I realised that delivering great technical support is more about empowering users to work securely, efficiently, and confidently. This mindset has shaped my 14 year journey across service desk operations, system administration, cloud services, and endpoint security.

Today, as a Service Desk Specialist, I have supported over 1,000+ VIP users across industries like media intelligence, government, and financial services, including clients such as Qld Government, NSW Government, Victoria Parliament and the Federal Government.

𝗠𝘆 𝗘𝘁𝗵𝗼𝘀:

- I believe in seeing beyond the immediate issue, challenging the status quo, and continuously optimising how companies operate.
- I approach every project proactively, zooming out to understand the bigger picture and aligning solutions with organisational and customer impact.
- I rely on a data-driven mindset, using trends, KPIs, and metrics to predict issues early and drive sustainable, long-term improvements.

Key Achievements:
🔹 Saved AUD 153K by leading a strategic SOE Windows 10/11 refresh audit and repurposing hardware
at Isentia.
🔹 Improved SEA region incident response times by 50% through escalation playbooks and offshore team cross-training.
🔹 Strengthened endpoint security posture by deploying Trend Micro Vision One ZTA across remote workforces.
🔹 Led Citrix VDI troubleshooting by force-closing frozen sessions and adjusting display configurations, resolving 80% of access issues within a single interaction and maintaining business-critical application availability.

Industry Expertise:
Media Intelligence | State & Federal Government | Financial Services | Healthcare

I am passionate about leveraging my technical and business expertise to drive customer value and growth.

I'm keen to expand my network and hear about exciting opportunities.