JAYLEN NOM
Sunshine Coast
Summary
I am a motivated and service-oriented IT Client Services professional with over 3 years of hands-on experience in IT Service Desk and Student Help Desk environments. Demonstrated ability to troubleshoot technical issues, manage incidents, and deliver high-quality user support under pressure and within tight deadlines. Adept at collaborating across departments and communicating effectively with both technical and non-technical stakeholders. Eager to expand technical expertise and contribute to a team-focused, solutions-driven IT environment. Committed to continuous learning and dedicated to driving efficiency, reliability, and user satisfaction within IT support operations.
Overview
7
7
years of professional experience
Work History
IT Service Desk Officer
University of the Sunshine Coast
10.2022 - Current
- Providing initial troubleshooting and support for hardware, software, and audio visual spaces at the university.
- Initial logging and prioritization incoming service requests and incidents through ServiceNow.
- Assisting users with the installation and setup of supported software applications.
- Communicating and collaborating with other IT teams for escalations and to resolve complex technical issues.
- Maintained an expanding knowledge of university operating systems and supported applications.
- Researched user inquiries using available resources including knowledge base articles and troubleshooting techniques.
IT Project Officer
University of the Sunshine Coast
10.2024 - 01.2025
- Establish and maintain strong relationships with key project stakeholders, including clients, team members, and management.
- Collaborate with key stakeholders to gather requirements, provide updates, and ensure alignment of project goals and objectives.
- Ensure project documentation is easily accessible and updated regularly.
- Identify opportunities for process improvements within project management practices.
- Excellent verbal and written communication skills for conveying project objectives, status updates, and technical information to stakeholders at all levels.
- Strong analytical and critical thinking skills to identify issues and implement effective solutions quickly.
IT Student Help Desk Officer
University of the Sunshine Coast
02.2022 - 10.2022
- Acting as a primary contact, including face-to-face IT support, for students.
- Logging service requests and incidents via ServiceNow and maintaining communication with students until resolved.
- Educating students on basic IT procedures, software functionality, and self-help resources to promote independent problem-solving.
- Maintained thorough knowledge of student learning systems and the Microsoft Office suite.
- Training and educating students during orientation periods, including in-person presentations or online workshops on accessing and using university systems.
Retention Advisor
Youi Insurance
10.2018 - 02.2020
- Delivered high-quality client support by resolving complex inquiries efficiently, demonstrating strong problem-solving and customer service skills.
- Exercised high-level conflict resolution and objection handling techniques.
- Provided personalized customer service experiences to ensure high-quality interactions.
- Demonstrated a strong commitment to setting, tracking, and achieving both individual and team KPIs, contributing to consistent performance improvement and goal alignment.
- Communicating patterns and common objections to team leaders to design and implement new strategies for retaining clients.
Education
Certificate III - Customer Engagement
Australian College of Commerce And Management
01.2019
Queensland Certificate of Education -
Mountain Creek State High School
12-2017
Skills
- Exceptional client service and relationship management skills, with a focus on delivering positive user experiences and solutions
- Highly developed written and verbal communication abilities, including the ability to convey technical information clearly to diverse audiences
- Proficient in conflict resolution and issue de-escalation, maintaining professionalism and patience in challenging situations
- Strong interpersonal communication and collaboration skills, fostering effective teamwork and stakeholder engagement
- Advanced planning, prioritization, and time management, with a proven ability to manage multiple tasks in fast-paced environments
- Flexible and adaptable, with a demonstrated ability to adjust to shifting priorities and evolving business needs
- Comprehensive understanding of organizational workflows and ticketing systems (eg ServiceNow), ensuring efficient issue tracking and resolution
Timeline
IT Project Officer
University of the Sunshine Coast
10.2024 - 01.2025
IT Service Desk Officer
University of the Sunshine Coast
10.2022 - Current
IT Student Help Desk Officer
University of the Sunshine Coast
02.2022 - 10.2022
Retention Advisor
Youi Insurance
10.2018 - 02.2020
Certificate III - Customer Engagement
Australian College of Commerce And Management
Queensland Certificate of Education -
Mountain Creek State High School
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