Summary
Overview
Work History
Education
Skills
Location
LinkedIn
Timeline
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Andreas Gunawan

Summary

Forward-thinking and customer-focused IT professional with a strong background in technical support and system administration. Started at the Apple Store as a Product and Technical Specialist, building deep expertise in Apple technologies and delivering exceptional sales and customer service. Currently a Technology Support Analyst at Omnicom Technology Group, supporting three umbrella agencies with responsibilities across end-user support, storage management, and system administration. Recognised for effective collaboration across teams, thriving in fast-paced environments, and a passion for continuous learning and emerging technologies.

Overview

7
7
years of professional experience

Work History

Technology Analyst

Omnicom Technology Group
11.2023 - Current
  • Diagnose and resolve hardware, software, and network issues.
  • Respond to user inquiries via phone, email, or ticketing systems.
  • Provide training and guidance to users on software and hardware usage.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Monitored system performance to identify potential issues.
  • Manage data backup, transfer and recovery processes.
  • Work closely with infrastructure, storage, security, and application development teams to resolve cross-functional issues.
  • Experience with Microsoft 365, Active Directory, JAMF Pro, ServiceNow and programming language
  • Strong knowledge of Windows and macOS environments.

Technical Specialist

Apple
01.2021 - 10.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used company troubleshooting tools to evaluate technical problems and find appropriate solutions.
  • Assisted customers with setting appointments and arranging over the phone technical support at home.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Developed team communications and information for meetings.

Product Specialist

Apple
06.2018 - 01.2021
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective customer's satisfaction feedbacks.
  • Recommended products to customers, thoroughly explaining details.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Proved successful working within tight deadlines and fast-paced atmosphere.

Education

Bachelor of Interior Architecture

Billy Blue College of Design
11.2019

Skills

  • Hardware and Software expertise
  • Computing and Technical support knowledge
  • User Training expertise
  • Product sales specialist
  • Exceptional customer service and support
  • Handles multiple tasks quickly and effectively
  • Strong communication
  • Problem-solving proficiency
  • Passion for Learning: Eager to grow and stay updated with new technologies
  • Collaborative: Works effectively with both technical and non-technical teams

Location

Wentworth Point, NSW 2127 

LinkedIn

www.linkedin.com/in/andreas-gunawan-0143b3187

Timeline

Technology Analyst

Omnicom Technology Group
11.2023 - Current

Technical Specialist

Apple
01.2021 - 10.2023

Product Specialist

Apple
06.2018 - 01.2021

Bachelor of Interior Architecture

Billy Blue College of Design

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Andreas Gunawan