Summary
Overview
Work History
Education
Skills
Timeline
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Chris Mckeown

Summary

Dynamic IT Support Specialist with a proven track record at Community Enterprise Queensland, excelling in software and hardware troubleshooting. Adept at managing incident responses and enhancing customer satisfaction through effective communication and critical thinking. Recognized for maintaining accurate documentation and providing exceptional remote support, ensuring seamless operations for end-users.


Career development professional empowering individuals to achieve their employment goals. Proven ability to design and implement career coaching strategies that enhance client success. Valued for collaborative approach and adaptability in dynamic environments, with strong skills in career counseling and motivational interviewing.

Overview

7
7
years of professional experience

Work History

Helpdesk Officer

Trinity Software (Respax)
11.2023 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Assisted users in troubleshooting software problems, resulting in minimal disruption to daily tasks.
  • Served as liaison between IT department and end-users, facilitating smooth escalation of complex issues when necessary.
  • Regularly reviewed support documentation to ensure accuracy and relevance, updating and revising as needed to provide the most up-to-date information for users.
  • Meeting and Greeting new clients that have signed on with Respax and hosting onboarding training sessions with the client on how to use the Respax Software System tailored to their business needs.

Job Coach

Max Employment
06.2023 - 11.2023
  • Monitored client progress and adjusted job coaching strategies to meet needs and navigate challenges.
  • Cultivated strong relationships with community organizations and resources to provide additional support services for clients when needed.
  • Developed and maintained relationships with community resources to support job coaching.
  • Offered ongoing support to clients throughout their job search process, leading to increased levels of motivation and self-confidence.

Rostering Officer & Support

Ambitions FNQ
10.2022 - 07.2023
  • Coordinated all rostering requests ensuring they are completed accurately and in a timely manner to reflect consumer requests.
  • Updated and maintained roster changes log to ensure accuracy of roster changes
  • Meet deadlines whilst maintaining attention to detail and accuracy including a strong focus on quality of work
  • Updated roster database with support worker availability, consumer preferences, leave requests and other relevant information
  • Demonstrated a high level of customer service to consumers, general public and staff in a prompt, professional and effective manner
  • Communicated sensitively, openly and effectively with families/carers and staff including providing prompt, courteous and relevant responses to all enquiries including internal and external requests
  • Understanding and working with cultural and linguistic differences that may present barriers to clients accessing and receiving appropriate support


IT Support Specialist

Community Enterprise Queensland
10.2018 - 10.2022
  • Used ticketing systems (Autotask - PSA) to manage and process support actions and requests.
  • Managed high levels of call and email flow and responded to technical support needs.
  • Installed and configured operating systems and applications.
  • Setup users in Active Directory and Microsoft Exchange.
  • Configured hardware, devices, and software to set up work stations for employees - Support and Installations of POS system (Grocery Manager), Windows, Iphones, Tablets, Security software systems, Microsoft office including Outlook and Sharepoint
  • Maintained and Updated Asset Registry
  • Maintained and Updated Documentation

Education

Bachelor of Arts - Human Services & Sociology

James Cook University
QLD
07-2017

Skills

  • Working with ticketing systems
  • Software and Hardware troubleshooting
  • Remote support
  • Incident management
  • Documentation Writing
  • Case Management
  • Interpersonal Skills
  • Critical Thinking
  • Advanced Customer Service
  • Leadership

Timeline

Helpdesk Officer

Trinity Software (Respax)
11.2023 - Current

Job Coach

Max Employment
06.2023 - 11.2023

Rostering Officer & Support

Ambitions FNQ
10.2022 - 07.2023

IT Support Specialist

Community Enterprise Queensland
10.2018 - 10.2022

Bachelor of Arts - Human Services & Sociology

James Cook University

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Chris Mckeown