AI Knowledge Agent - Ko Taku Reo
Microsoft 365 • SharePoint • AI Enablement • User Support Automation
View details →IT Support engineer
Keeping systems reliable and users productive.
I support and maintain modern workplace environments, resolving escalated issues with a structured, user‑first approach. My work focuses on stability, security, and long‑term fixes; not just quick wins.
About
I’m a Level 2 IT Support Engineer with hands‑on experience supporting Microsoft 365, cloud identity, and end‑user environments. I focus on diagnosing complex issues, reducing repeat incidents, and improving the reliability of the systems people depend on every day. This site highlights my professional experience, technical focus areas, and approach to support engineering.
Projects
Selected work demonstrating technical depth and product thinking.
Modern Workplace Transformation – Marian College
Active Directory Migration • Intune • SharePoint Online • Cloud Modernisation
View details →Windows Autopilot Deployment – Ko Taku Reo
Windows Autopilot • Intune • Device Provisioning • Zero‑Touch Deployment
View details →Work Experience
Your timeline of roles, responsibilities, and key achievements.
IT Support Engineer (Level 2) · New Era Technology
Jun 2025 — Present
Provide advanced technical support across Tier 1, Tier 2, and Tier 3 support functions within a modern Microsoft 365 environment. Resolve complex incidents related to identity, devices, cloud services, and user access while maintaining a strong focus on root‑cause analysis and long‑term resolution.
In addition to escalated support work, deliver training sessions for staff, supporting capability uplift, improved system adoption, and reduced repeat incidents. Act as a point of escalation for technical issues and contribute to continuous improvement initiatives across support processes and tooling.
IT Support Engineer (Level 1) · New Era Technology
Mar 2022 — Jun 2025
Provided frontline technical support for users across a broad range of IT services and systems. Handled incident and service requests related to Microsoft 365, devices, accounts, and applications, troubleshooting issues and escalating when required.
Built a strong foundation in structured troubleshooting, documentation, and customer‑focused support while working closely with senior engineers. Gained hands‑on experience supporting modern workplace environments and contributing to larger technical initiatives and transformation projects.
Customer Service Representative · BNZ
Jun 2021 — Feb 2022
Provided high‑quality customer support across phone, email, and social media channels in a fast‑paced banking contact center environment. Supported customers with daily banking needs, including payments, transfers, account setup, and investment services, while maintaining strict compliance and security standards.
Assisted customers with credit card enquiries, payment processing, and investment withdrawals, ensuring clear communication and accurate execution of financial requests. Delivered professional, empathetic service while managing multiple systems and sensitive customer data.
Business Care Specialist · Vodafone
Jan 2020 — Mar 2021
Supported residential and business customers by resolving billing and technical issues across mobile and broadband services. Acted as a key point of contact between customers, internal support teams, and wholesale providers to ensure timely and effective issue resolution.
Collaborated closely with IT teams and wholesalers to investigate network faults, service interruptions, and account discrepancies, ensuring problems were escalated and resolved efficiently while keeping customers informed.
Corporate Appointment Setter · 2B Connected
Sep 2019 — Nov 2019
Conducted outbound calls to Australian businesses across multiple corporate campaigns, including NexGen, Programmed Skilled Workforce, Western Union, and Infront.
Built professional rapport with business leaders and directors, clearly communicating service offerings and securing qualified appointments. Maintained a high standard of customer engagement while working toward campaign targets in a performance‑driven environment.
Customer Service Representative (Temporary) · Trents
Jul 2019 — Sep 2019
Provided end‑to‑end order processing support, ensuring accurate data entry and validation of customer orders within internal systems. Handled customer enquiries related to pricing, availability, customization options, and delivery timelines across phone, email, and chat channels.
Resolved order discrepancies, corrected missing or inaccurate information, and maintained accurate records of all processed orders. Coordinated with production, inventory, and shipping teams to ensure timely delivery and a smooth customer experience.
Customer Service Representative · 2degrees Broadband
Feb 2016 — May 2017
Delivered front‑line customer support via inbound and outbound calls and email, addressing account enquiries, billing updates, and technical issues. Troubleshot service and device‑related problems using structured diagnostic approaches.
Maintained accurate customer records, including personal details and payment information, while ensuring compliance with privacy and security standards. Provided clear guidance to customers to resolve issues efficiently and improve service satisfaction.
Team Coach · 2degrees Broadband
May 2017 — Jul 2018
Provided coaching, mentoring, and quality assurance support to frontline staff, focusing on improving call quality, average handling time, and overall KPI performance. Delivered upskilling sessions to support individual development and team capability.
Facilitated team meetings, managed escalations, and worked closely with leadership to drive performance improvements and consistent service delivery across the team.
2IC Acting Manager · 2degrees Retail
Feb 2015 — Jan 2016
Supported day‑to‑day store operations while acting as second‑in‑charge, assisting customers with mobile devices, plans, and technical troubleshooting. Built strong customer relationships by understanding needs and recommending appropriate solutions.
Provided coaching and feedback to staff, supported performance tracking against KPIs, and assisted with upskilling team members. Managed store operations including cash handling and EFTPOS transactions while ensuring a high standard of customer service.
Sales Representative · 2degrees Retail
Mar 2014 — Feb 2015
Delivered in‑store sales support, assisting customers with mobile devices, plans, and upgrades. Focused on understanding customer requirements to provide tailored product recommendations while meeting sales and service targets.
Supported daily store operations and contributed to a consistent, customer‑focused retail experience.
Resume
An up‑to‑date resume detailing my experience in IT support, cloud services, and technical troubleshooting.
Download ResumeContact
Open to new opportunities in IT support, cloud operations, and technical problem‑solving roles.
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