Sam M

Senior IT Support Engineer — Customer Support & Help Desk

Start-Up Business Consulting • Período integral

Apr 2023 - Aug 2025 • 2 yrs 4 mos

First point of contact for Australian and international client accounts, handling 40–60 support requests weekly across inbound calls, live chat, email and ticketing while consistently meeting SLA targets. Answered inbound helpline and client calls — using active listening and clear verbal explanation to diagnose faults, calm frustrated users and resolve at first contact wherever possible. • Delivered real-time live chat support, managing multiple concurrent conversations without loss of response quality or accuracy. Diagnosed, troubleshot and resolved L1 and L2 technical software issues: application faults, login and access failures, configuration errors, connectivity and device problems — following standard helpdesk procedures. Used AI and chatbot tools within the support workflow to draft and verify responses, summarise ticket history and accelerate diagnosis, reviewing every AI-generated answer for accuracy before it reached the client. Documented all client and internal interactions in Jira, Zendesk and Freshdesk, navigating multiple systems independently to research, reproduce and resolve issues. Escalated complex cases to engineering and product teams with detailed root cause analysis and reproduction steps, owning follow-up through to confirmed resolution. Made proactive outbound follow-up and customer outreach calls on open tickets, service updates and renewals, improving resolution confirmation and client retention. Administered user accounts — provisioning, password resets, MFA and access permissions — in line with security best practice. Authored and maintained knowledge base articles that raised first-contact resolution and standardised support delivery across the team. Worked AEST-aligned shifts from Sri Lanka with full autonomy, managing competing priorities across multiple time zones.