DYLAN ZHOU
Phillip,Australia
Summary
Forward-thinking project management specialist, confident in leading team members, managing schedules, and coordinating resources. Keeps projects on-track with decisive supervision and quick problem-solving. Persuasive in communicating and negotiating with internal team members, vendors, and other stakeholders.
Overview
4
4
years of professional experience
Work History
FIRE SAFETY CONSULTANT
Vortex Fire
Canberra, ACT, Australia
05.2023 - Current
- Excelled in customer service, enhancing client satisfaction by 4% through prompt and effective query resolution via email and phone, showcasing my commitment to providing high-quality customer interactions.
- Facilitated group discussion meetings to optimize project outcomes, resulting in the average delivery cycle of mid-sized project reports being reduced by 2 days.
- Authored over 25 performance solution reports, providing detailed risk analyses and recommendations.
- Developed and implemented advanced algorithm-based fire safety indicators, significantly improving project accuracy and client understanding with the use of data models and visualization tools.
- Developed and implemented company-wide safety initiatives, driving substantial reductions in identified hazards and incidents with injury.
- Designed emergency evacuation plans based on the layout of buildings.
- Assessed the effectiveness of existing fire safety systems, including alarm systems, sprinklers, and extinguishers.
- Monitored daily operations and enforced compliance with laws and regulations regarding waste, wastewater, air, DOT, and HAZMAT.
- Conducted regular inspections of fire protection systems and equipment.
- Supported personnel training with a focus on proper equipment operation and adherence to safety protocols.
- Analyzed health and safety data to verify safety program performance, identify areas of concern, and recommend improvement plans.
- Provided certification services, testing, and verification for many clients per year.
- Achieved safety compliance across multiple product lines and programs with diligent attention to parameters.
- Consulted leadership to develop and spearheaded the implementation of injury and risk reduction methods and emergency procedures.
- Interpreted statistical data related to occupational illnesses and accidents.
- Executed risk analysis to mitigate hazards and promote safety in and areas.
TOUR GUIDE AND CULTURAL AMBASSADOR
Australian National University
Canberra, ACT, Australia
03.2022 - 09.2023
- Led tours for diverse groups, showcasing exceptional customer service and adaptability to varying cultural backgrounds, ensuring a welcoming and inclusive atmosphere.
- Collected and analyzed feedback from guests to continually improve tour quality and guest experience.
- Answered questions, pointed out overlooked features, and offered further details about special exhibits to educate visitors.
- Showed audiovisual presentations and explained establishment processes and operations at the tour sites.
- Developed guest relationships to achieve a high level of satisfaction.
- Educated and shared natural, geological, and cultural history through storytelling.
- Maintained knowledge of current events related to tourist locations to better inform visitors before their arrival.
- Performed regular research to keep information provided on tours accurate and up-to-date.
- Monitored visitors' activities to confirm compliance with establishment or tour regulations and safety practices.
CLIENT RELATIONS AND TECHNICAL SUPPORT
ML Research Labs
Canberra, ACT, Australia
02.2023 - 05.2023
- Optimized object detection algorithms using Python, resulting in a 7% accuracy improvement.
- Utilized object detection algorithms, achieving a notable improvement in model accuracy and performance.
- Translated complex technical concepts into accessible language, enhancing client comprehension and strengthening client-company relationships.
- Organized and contributed to corporate open days, developing engaging promotional materials and ensuring event success through meticulous planning.
- Maintained updated knowledge through continuing education and advanced training.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized various software and tools to streamline processes and optimize performance.
- Approached customers and engaged in conversation through theuse of effective interpersonal and people skills.
- Prioritized and organized tasks to efficiently accomplish service goals.
TECHNICAL SUPPORT SPECIALIST
Baidu
Shanghai, China
10.2021 - 02.2022
- Delivered comprehensive technical support to staff, facilitating smooth operations by assisting with network printers, email setups, corporate software, and development environments, showcasing a customer-centric approach.
- Authored detailed technical documentation, including user guides and troubleshooting instructions, enhancing user self-service capabilities, and reducing dependency on direct support.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Evaluated software or hardware to recommend improvements or upgrades.
- Handled customer service issues by providing guidance or escalating them to advanced support.
- Performed regular maintenance checks on servers, workstations, and other devices connected to the network.
- Monitored and responded to support tickets promptly, prioritizing based on urgency and impact.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
- Boosted revenue by offering spare parts catalogs, interactive DVDs, MS PowerPoint presentations,, and AutoCAD Inventor usage conversions.
Education
MASTER OF MACHINE LEARNING AND COMPUTER VISION - Information And Communication Technology
The Australian National University
Canberra, Australia06.2023
BACHELOR OF ENGINEERING WITH HONOURS - Telecommunications
University of Tasmania
Hobart, Australia06.2021
Skills
- Fire safety systems
- Risk assessment
- Data analysis
- Regulatory compliance
- Hazard identification
- Team collaboration
- Customer service
- Incident reporting
- Gantt charts
- Quality control
- Change management
- Project management software
- Agile methodology
- Quality assurance
- IT project management
- Phone and email etiquette
- Information technology management
Professional Skills
- IT Support and Troubleshooting—Experienced in providing responsive, user-focused support for hardware, software, and network-related issues across Windows and Mac environments.
- Client and Vendor Liaison—Skilled in engaging with stakeholders, vendors, and colleagues to resolve technical issues and ensure smooth, integrated IT service delivery.
- Programming & Scripting—Proficient in Python for automation and data tasks; working knowledge of HTML, CSS, and basic JavaScript for web content updates and UI troubleshooting.
- Database & Querying Skills – Familiar with SQL for querying and managing structured data in support and reporting scenarios.
- Scripting & Automation—Experience with Bash scripting for automating routine system tasks and improving efficiency in service delivery environments.
- API Integration—Understanding of RESTful APIs for retrieving data and supporting system interoperability.
- Technical Tools & Platforms—Proficient with Microsoft 365, ServiceNow, Active Directory, remote support tools, and Git for version control.
- Documentation and Knowledge Management—Skilled in producing clear, user-friendly documentation for technical processes, troubleshooting, and end-user guides.
- Team Collaboration and Mentoring—Experienced in working within cross-functional teams and contributing to the mentoring and upskilling of junior colleagues.
- Communication and Interpersonal Skills—Strong communicator, confident in translating technical language for non-technical users, and maintaining collaborative working relationships
- Compliance & Policy Awareness – Knowledge of ANU’s workplace health and safety, equity, and conduct policies, with a commitment to professional standards and university procedures.
- Additional Certifications and Clearances – Holds a full ACT Driver's License and Working with Vulnerable People (WWVP) registration, enabling flexibility for on-site work and engagement in sensitive environments.
References
References available upon request.
Timeline
FIRE SAFETY CONSULTANT
Vortex Fire
05.2023 - Current
CLIENT RELATIONS AND TECHNICAL SUPPORT
ML Research Labs
02.2023 - 05.2023
TOUR GUIDE AND CULTURAL AMBASSADOR
Australian National University
03.2022 - 09.2023
TECHNICAL SUPPORT SPECIALIST
Baidu
10.2021 - 02.2022
MASTER OF MACHINE LEARNING AND COMPUTER VISION - Information And Communication Technology
The Australian National University
BACHELOR OF ENGINEERING WITH HONOURS - Telecommunications
University of Tasmania
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