Emerson Mo (they/he)
Murdoch
Summary
Senior Service Desk Technician with over two years of expertise in IT troubleshooting and technical support, adept at enhancing system uptime and user satisfaction. My colleagues label me as positive and approachable with knack for problem-solving and strong communication skills. Well-versed in troubleshooting technical issues and proficient in managing customer support requests to ensure seamless user experiences. Dedicated to providing top-notch service that enhances operational efficiency and user satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Service Desk Technician
Kinetic IT
10.2024 - Current
- Ensure smooth operations by minimizing downtime through effective solutions.
- Enhance service delivery by collaborating with teams to streamline processes.
- Guide and support new staff, fostering a collaborative learning environment.
- Managing Service Desk tickets as Queue Manager, converting on average 300 tickets per week while maintaining 150+ ticket closures (Request and Incident).
- Creating, maintaining and distributing knowledge articles to users and teams.
Service Desk Technician
Kinetic IT
05.2023 - 10.2024
- Resolved technical issues for 50+ users daily, enhancing system uptime and user satisfaction.
- Acquired skills in Active Directory, SCCM, PowerShell Scripting and ServiceNow.
- Utilised analytical skills to diagnose and troubleshoot hardware and software problems efficiently.
- Efficiently resolved IT issues, reducing average ticket resolution time. Implemented streamlined processes, enhancing overall service quality for users.
Service Desk Technician
The Ripe Group
10.2022 - 04.2023
- Provided technical support on-site, enhancing user satisfaction and system efficiency.
- Conducted site visits, resolving technical issues promptly and effectively.
- Developed skills in Windows and M365 including MS Office, Exchange, and Teams Admin, contributing to streamlined IT processes.
Education
WACE -
Corpus Christi College
Perth, WA2014
Skills
- Problem Solving
- Customer Engagement
- Time Management
- Technical Support
- Team Collaboration
- Customer Support
- Client Relations
- Staff Training
- Ticketing system management
- Remote support
- Network connectivity
Certification
- ServiceNowLearning, Oct 2023 - Micro-Certification - Welcome to ServiceNow
- ServiceNow Learning, Jul 2024 - Sep 2024 - Certified System Administrator
Courses
- Administration Fundamentals On Demand, Mar 2024 - Jun 2024 - ServiceNowLearning
- ITSM Fundamentals On Demand (Vancouver), Jun 2024 - Jul 2024 - ServiceNow Learning
- ITSM Implementation On Demand, Jun 2024 - Sep 2024 - ServiceNow Learning
- ITIL v4 Foundations, Oct 2024 - Present
Timeline
Senior Service Desk Technician
Kinetic IT
10.2024 - Current
Service Desk Technician
Kinetic IT
05.2023 - 10.2024
Service Desk Technician
The Ripe Group
10.2022 - 04.2023
WACE -
Corpus Christi College
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