Simon "Jayhawk" Hawkins

Brisbane, QLD • jayhawk.tech • linkedin.com/in/jayhawk-tech

IT Support Engineer with a Focus on Exceptional Customer Experience

Seasoned professional with 25 years of diverse experience, ranging from spearheading hospitality operations to driving technological advancements. My journey includes pioneering cryptocurrency payments in an espresso bar ownership role, managing logistics in the film industry, and designing workflows to meld live action and CGI imagery for award-winning music videos. Currently Cybersecurity certifications, I bring to the team a unique blend of technical proficiency and creative problem-solving. Excited to leverage my adaptability and collaborative spirit to deliver unparalleled IT support and customer satisfaction.

WORK EXPERIENCE

Concentrix • Brisbane • 02/2024 - Present

Digital Support Officer • Full-time

• Consistently scored 100% on training assessments demonstrating proficiency in assimilating a large body of vocational knowledge in a short period.
• Achieved resolution of double the expected number of customer queries on my first week of calls, demonstrating a natural aptitude for remote technical support.

Artisti Coffee Roasters • Coffs Harbour, New South Wales, Australia • February 2022 - October 2023

Customer Success Manager

• Boosted wholesale revenue by 15% in 18 months through strategic increase in coffee volumes and basket size.
• Boosted customer satisfaction by 90% and internal communication by 300% by implementing company-wide access to CRM ticketing system.
• Increased whole training rate by 300% by designing and implementing a layered group training structure, thereby fulfilling training requests in half the previous time.
• Onboarded 7 new wholesale customers increasing wholesale coffee volumes by over 100kg a week, within a 12 month period.

SK Industries • Brisbane, QLD, Australia • September 2016 - January 2022

Unit Manager

• Implemented inventory management system, reducing stock loss by 20% and improving order accuracy.
• Streamlined workflow processes, resulting in a 30% increase in productivity.
• Developed and maintained strong relationships with suppliers, negotiating favorable terms and ensuring timely delivery of goods.

i25 Espresso Bar • Brisbane, QLD, Australia • July 2014 - August 2016

Owner / Operator

• Pioneered the adoption of cryptocurrency payments in a retail setting, positioning the business as an early adopter of innovative payment solutions.
• Successfully managed all aspects of business operations, including financial management, marketing, and customer service.
• Implemented cost-saving measures, resulting in a 15% reduction in overhead expenses within the first year of operation.
• Developed and executed marketing campaigns to drive customer acquisition and retention, resulting in a 25% increase in monthly revenue.

CERTIFICATIONS

Certificate IV in Information Technology (CyberSecurity) - Ongoing • 01/2024 - 12/2024

SKILLS

Tech: Adobe Creative Suite, Apache2, Autodesk Maya, Blender, C#, CLI, CSS, HTML, Information security best practices, Javascript, Kali Linux, MacOS, Microsoft 365, Networking, Nginx, Python, SQL, Ubuntu Linux, Unity Game Engine, Windows