Luke Burbidge

In this role, I deliver expert support to end users while driving initiatives that improve IT operations and enhance efficiency. My key responsibilities include:

• Developing clear and consistent documentation for new and existing processes.
• Conducting IT onboarding sessions and leading improvements through a Service Improvement Plan (SIP).
• Troubleshooting and resolving issues with Microsoft Office 365, Microsoft Exchange, Microsoft Azure, and virtualized environments.
• Using ServiceNow to streamline IT service management and deliver timely solutions.
• Leading the expansion of global IT onboarding processes into the Americas region, collaborating with stakeholders to ensure smooth implementation.
• Designing and implementing automated systems to increase productivity, including the automation of IT onboarding.
• Contributing to continual service improvement (CSI) initiatives to promote innovation and long-term operational growth.

In this role, I developed strong client-facing and problem-solving skills by identifying customer needs, providing tailored solutions, and ensuring successful product adoption. I delivered product demonstrations and consultations to prospective clients, translating technical features into business value and supporting informed decision-making. Post-sales, I managed client relationships by resolving complex queries and providing ongoing support to maximize satisfaction and retention. Additionally, I contributed to business growth initiatives by exploring new market opportunities, collaborating on operational improvements, and supporting the strategic development of the enterprise.

I played a pivotal role in the inspection, calibration, and repair of both customer and in-house equipment. Operating collaboratively within a team, I also demonstrated the ability to work independently with various instruments. My tenure in this fast-paced, high-standard company provided me with invaluable experience. I took on the responsibility of addressing operational issues communicated by customers in their instrument usage. Furthermore, I witnessed firsthand the transformative impact of evolving technology on the landscape of this sector over the years.