Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Interests
Timeline
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Andrew Lu

Bonnyrigg,NSW

Summary

Agile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Presents customer concerns to internal development staff for integration into future updates. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

2
2
Languages
1
1
year of post-secondary education
2
2
years of professional experience

Work History

Technical Support Expert

Datto
Sydney , NSW
2021.02 - Current

At Datto I am a technical specialist for the RMM(Remote monitoring and management) product that MSP(Managed service providers) use to manage their clients who are needing IT services. I inform, support, triage, investigate and problem solve on a global scale, this includes:

  • OS: Windows/Linux/Mac
  • Testing and replicating issues to provide senior technicians for escalations
  • Powershell scripting
  • MDM (Mobile device management) support
  • Integration with proprietary and third-party software
  • Collaborating with different team and other teams
  • Backup, software, patch and device management
  • Monitoring/Managing all aspects of hardware & software
  • Technical global support and customer relationship for over 5million clients

IT Support Agent

UBT
Sydney , NSW
2020.09 - 2021.02

At UBT I was an IT Support Agent who provided face-to-face and remote support to the multiple businesses that the company owned or clients who used our office space. I was responsible for:

  • Windows Server management
  • O365/Azure management
  • Active directory
  • Print management
  • Cisco Audio/Visual software and hardware
  • Procurement, device and office management
  • Internal stake holder relationship management

Helpdesk Support

Coregas PTY LTD
Sydney , NSW
2019.12 - 2020.06

At Coregas I was Helpdesk Support for internal stake holders and customers. This was a hybrid role as there was some customer support for our mobile applications. I was involved in the following:

  • Use of MS Dynamics for applications and using SQL queries for minor fixes
  • Managing all desktop, laptop and mobile imaging
  • Internal and external stake holder
  • O365 management
  • Internal phone management system
  • Hosted training programs for users

Service Desk Analyst

EHealth NSW
Sydney , NSW
2018.08 - 2019.08

At eHealth I supported the NSW Pulic Health department apart of a service desk which provided remote support for all assets and internal stake holders within the organization.

  • Fast paced high volume call-centre environment
  • Multiple active directory support
  • Knowledge and document management for all tickets and knowledge articles
  • Supporting over 140,000 users everyday
  • Self KPI management

Education

Advanced Diploma - Advanced Diploma in Network Security

Australian Careers Business College
Liverpool
2015.01 - 2016.01

Bachelor in ICT - Information Technology

Western Sydney University
Parramatta, NSW
2016.01 - 2016.06

Skills

Operating Systems: Windows (Desktop/Server) /MacOS

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Accomplishments

Highest achiever in my year when doing my Advanced Diploma in Network Security.

Languages

Chinese (Cantonese)

Vietnamese

Interests

Drawing, gaming & sports

Timeline

Technical Support Expert

Datto
2021.02 - Current

IT Support Agent

UBT
2020.09 - 2021.02

Helpdesk Support

Coregas PTY LTD
2019.12 - 2020.06

Service Desk Analyst

EHealth NSW
2018.08 - 2019.08

Bachelor in ICT - Information Technology

Western Sydney University
2016.01 - 2016.06

Advanced Diploma - Advanced Diploma in Network Security

Australian Careers Business College
2015.01 - 2016.01
Andrew Lu