Summary
Overview
Work History
Education
Skills
Certification
Reference
Timeline
Generic

Mackenzie Jones

Macleod,VIC

Summary

Personable and dedicated Customer Service Representative with extensive experience in Level 1 Engineer support. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Level 1 Technical Support Engineer

Star21
Abbotsford , VIC
06.2021 - Current
  • Assisted customers with troubleshooting hardware and software issues.
  • Provided technical support for customer inquiries via phone, email, and chat.
  • Performed remote diagnostics to identify problems and implemented solutions.
  • Maintained records of customer interactions in ticketing system.
  • Created user accounts on the server for new employees.
  • Resolved technical issues through research or direct contact with vendors.

Level 1 Technical Support Engineer

ATO
Melbourne, VIC
02.2019 - 06.2021
  • Provided technical support for customer inquiries via phone, email, and chat.
  • Performed remote diagnostics to identify problems and implemented solutions.
  • Diagnosed system errors using system logs and diagnostic tools.
  • Maintained records of customer interactions in ticketing system.
  • Resolved technical issues through research or direct contact with vendors.
  • Repaired faulty equipment such as printers, scanners, monitors.
  • Set up new computers and ensured they were connected properly.
  • Responded promptly to requests from internal staff regarding IT related matters.

Crew Member

McDonalds
Heidelberg , VIC
06.2015 - 02.2019
  • Educated customers on menu items, product ingredients and nutritional values.
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
  • Greeted customers upon arrival, provided menus and answered questions regarding menu items.
  • Provided excellent customer service to maintain a positive atmosphere for guests.

Education

Year 12 VCE -

Our Ladies of Mercy College
Heidelberg, VIC
11-2018

Skills

  • Network Connectivity
  • Mobile Device Support
  • Application support
  • Software Updates
  • Remote Support
  • Hardware diagnostics
  • Software Installation
  • Teamwork and Collaboration
  • Problem-Solving
  • Critical Thinking

Certification

HLT33015 Certificate III in Allied Health Assistance

HLTAID002 Provide Basic Emergency Life Support,

HLTAID001 Provide cardiopulmonary resuscitation, Australian Catholic University - Completed September 2017

Reference

Lucas Mirtsios - Team Leader, Star21

Ph 0407 728 327

Olivia Greco - Customer Service Manager, Star21

Ph 0424 712 444

Timeline

Level 1 Technical Support Engineer

Star21
06.2021 - Current

Level 1 Technical Support Engineer

ATO
02.2019 - 06.2021

Crew Member

McDonalds
06.2015 - 02.2019

Year 12 VCE -

Our Ladies of Mercy College

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