Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Generic

Edan Zani

Canning Vale

Summary


Knowledgeable technical support officer with robust experience in resolving technical issues and effectively supporting end-users. Demonstrated ability to troubleshoot hardware and software problems while maintaining high customer satisfaction. Proven track record of utilizing critical thinking and communication skills to ensure seamless operations and user support.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Technical Support Officer

Indigo
09.2024 - Current
  • Resolved technical issues for customers, enhancing overall satisfaction and loyalty.
  • Provided expert guidance on product features and troubleshooting techniques.
  • Trained new team members on support protocols and system navigation.
  • Streamlined support processes, reducing response times and improving efficiency.
  • Developed training materials that improved staff onboarding and knowledge retention.
  • Participated in IT projects supporting infrastructure improvements or new product launches.

Technical Support Officer

Bunnings
02.2022 - 02.2024
  • Provided technical support services to customers over the phone and email.
  • Ensured customer satisfaction by resolving technical issues in a timely manner.
  • Tested software and hardware for compatibility with systems.
  • Installed new hardware components such as printers, scanners.
  • Performed troubleshooting tasks to diagnose system errors or malfunctions.
  • Resolved network connectivity issues for users onsite and remotely.
  • Updated software applications and operating systems as needed.
  • Worked closely with customers/ team members developing trust and relationships for them to come back for assistance in the future.
  • Maintained log of all service requests with detailed information about each case.
  • 1 month experience/secondment on first level support/ service desk taking calls and resolving/escalating incidents if required.
  • Configured user accounts, passwords, file permissions.
  • Created backup plans to protect data from loss or corruption in case of system failures.

Retail Worker

Bunnings
04.2018 - 02.2022
  • Greeted customers, identified their needs and provided assistance with product selection.
  • Maintained an organized store environment by restocking shelves and organizing displays.
  • Provided excellent customer service by answering questions, resolving problems and addressing complaints in a professional manner.
  • Operated cash register to process payments from customers accurately and efficiently.
  • Assisted in inventory management by stocking shelves, organizing merchandise and tracking sales data.
  • Adhered to all safety regulations when handling hazardous materials such as chemicals or sharp objects.
  • Utilized promotional materials such as signs and banners to draw attention to special offers or new products.

Education

Cert IV - Information Technology

Australian College of Commerce And Management
02-2024

High School Diploma -

Leeming Senior High School
11-2020

Skills

  • Network troubleshooting
  • Remote support
  • Training and mentoring
  • Escalation handling
  • IT security
  • Incident management
  • System administration
  • Customer service
  • Product knowledge
  • Hardware diagnostics

Certification


  • ATI Mirage (Customer Service Excellence Course)
  • Test and Tag

Interests

  • Music
  • Fitness
  • Cooking
  • Sports

Timeline

Technical Support Officer

Indigo
09.2024 - Current

Technical Support Officer

Bunnings
02.2022 - 02.2024

Retail Worker

Bunnings
04.2018 - 02.2022

High School Diploma -

Leeming Senior High School

Cert IV - Information Technology

Australian College of Commerce And Management

Similar Profiles

CREATE PROFILE
Edan Zani