Summary
Overview
Work History
SKILLS
Educationandtrainingcourses
References
Timeline
Generic

Gregory Hamann

Summary

Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.

Overview

19
19
years of professional experience

Work History

Stage Builder / Sound Engineer / Technician

Perth Audio Visual (PAV) + Soulstice Events + Show Support
01.2007 - Current
  • Preparation & set up of audio-visual, staging and lighting
  • Liaise with high profile clients ensuring events run smoothly
  • Find faults and diagnose issues with equipment
  • Operate audio-visual equipment for events
  • Transport equipment safely to and from warehouse in van or truck
  • Permanent installations of audio-visual equipment in venues

Retail Customer Service

Sports Range 4x4 / MCC 4x4 Australia
06.2013 - 11.2016
  • Telephone and face-to-face customer service
  • Manage stock inventory and EOFY stock take
  • Manual handling large objects
  • Responsible for book keeping and money handling
  • Delegation of duties to temporary employees

Level 2 Service Desk Analyst / Level 2 Desktop Support

CBH Group
08.2009 - 04.2013
  • Provided first-line contact support for internal clients.
  • Provided technical assistance across various platforms like Windows, Active Directory, Exchange, and Lotus Notes.
  • Configure, install and support servers and server software
  • Optimized spam filtering system.
  • Managed installation and integration of site servers across multiple locations.
  • Traveled on-site to troubleshoot complex hardware and software problems.
  • Conducted routine service inspections and restorations.
  • Led development and management of machine imaging systems.
  • Provide one-on-one coaching to assist clients in using new software
  • Create, verify and maintain documentation
  • Maintained detailed logs of all job processes.

Level 2 Service Desk Analyst / Level 2 Desktop Support

Amcon Solutions Group
04.2008 - 07.2009
  • Rotational shift roster on 24/7 service desk
  • Oversee major incident resolution.
  • Contributed to scheduling, documentation efforts and training programs for incoming team members.
  • Delivered initial contact support to help internal and external clients.
  • Create images and re-image machines
  • Audit assets and office equipment
  • Provided technical assistance across various platforms like Windows, Active Directory, Exchange, and Lotus Notes.
  • Maintained detailed logs of all job processes.

Level 1/2 Service Desk Analyst

Kaz / Telstra
03.2006 - 04.2008
  • Delivered initial contact support to help internal and external clients.
  • Provided in-person troubleshooting for remote unresolved issues.
  • Proactively identified recurring issues and worked with relevant departments to implement solutions.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
  • Executed deployment of new hardware and software.
  • Installed networking hardware with complete setting up of server racks.
  • Monitored servers consistently and contacted relevant parties during incidents.
  • Develop and manage machine imaging process.
  • Conducted audits of assets and office equipment.

Accounts Customer Service

iiNet
01.2006 - 03.2006
  • Handling over the phone inbound calls and assisting clients with billing enquiries
  • Identifying customers and their problems
  • Forwarding calls to higher level if required
  • Ownership of job and prompt follow up

Customer Service Representative

Westpac
08.2005 - 11.2005
  • Handled inbound customer account enquiry calls including: discrepancies in accounts, BPay, handling lost & stolen credit cards
  • Updating customer details on various banking systems and databases
  • Assessing customers banking needs by providing information on appropriate banking services
  • First line contact for all telephone banking enquiries

SKILLS

  • An unwavering commitment to customer service.
  • The ability to build productive relationships, resolve complex issues and win customer loyalty.
  • Good with all kinds of technology and software and can easily explain procedures to customers.
  • Ability to work autonomously and as part of a team.
  • Profound understanding of customer psychology aimed at providing individualised customer services.
  • Consistently meet Service Level Agreement.
  • Exceptional organisational skills and adaptability.
  • Comfortable working in various shifts.
  • Enthusiastic go-getter with fast-pace attitude.

Educationandtrainingcourses

  • 2010, CBH Group, Introductory ITIL Training
  • 2006, Kaz/Telstra, Introductory ITIL Training
  • 2005, Westpac, Customer Service Training
  • 2005, Westpac, Cash, Deposit Taking and Specialist Term Deposits
  • 2003, Craigie Senior High School, Completion of Year 12

References

  • Amy Morgan, Soulstice Events, 0422373553
  • Matthew Gibb, Store Manager, Welshpool Sports Range 4x4, 0434726467

Timeline

Retail Customer Service

Sports Range 4x4 / MCC 4x4 Australia
06.2013 - 11.2016

Level 2 Service Desk Analyst / Level 2 Desktop Support

CBH Group
08.2009 - 04.2013

Level 2 Service Desk Analyst / Level 2 Desktop Support

Amcon Solutions Group
04.2008 - 07.2009

Stage Builder / Sound Engineer / Technician

Perth Audio Visual (PAV) + Soulstice Events + Show Support
01.2007 - Current

Level 1/2 Service Desk Analyst

Kaz / Telstra
03.2006 - 04.2008

Accounts Customer Service

iiNet
01.2006 - 03.2006

Customer Service Representative

Westpac
08.2005 - 11.2005

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Gregory Hamann