Ben Thirkell

• Delivered exceptional support internally to over 1200 users across 2 countries, always minimising downtime and ensuring user satisfaction • Troubleshot hardware including laptops, desktops, mobile devices, and A/V equipment in both Windows and Mac OS environments • Proactively managed service requests through ticket management system, ensuring ongoing communication, prompt resolutions and detailed documentation • Managed IT hardware procurement and maintained asset registry • Implemented improvements of processes to significantly increase efficiency throughout the organisation, including automation via PowerAutomate, batch scripts, PowerShell, Office Scripts, and VBA • Developed and maintained documentation including processes, guides, and troubleshooting tips for both users and IT teams

• Set up and configured workstations, including monitors, monitor mounts, docking stations, VOIP phones, peripherals, and standing desks • Ensured all computers, docking stations and desk phones were patched correctly on the network via ethernet • Delivered excellent customer service ensuring every user was satisfied with their configuration • Promptly solved any network, display, and hardware related issues • Diagnosed faulty computers/laptops and replaced the necessary components

• Provided prompt Level 1 and Level 2 support to users via phone, email, and in-person interactions • Diagnosed and repaired hardware issues, built PCs, and upgraded components • Supported Windows and Mac OS devices as well as software including Microsoft Office, Outlook, O365, and Teams • Administrated users, groups, and folders via Active Directory • Meticulously recorded all IT issues, requests, and solutions, and maintained all IT process documentation

International Student Exchange for 1 Semester