Madelene Gyi
IT Service Delivery Associate
Melbourne
Summary
Dedicated administrative worker with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
IT Service Delivery Associate
Precision IT
08.2022 - Current
- Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
- Managed and supported cloud-based SaaS solutions, including Microsoft 365 and AWS, to ensure seamless operations for clients.
- Delivered top-tier customer service in a Managed Service Provider (MSP) environment, efficiently supporting and managing the IT needs of over 70 clients, consistently exceeding expectations and strengthening client relationships through proactive communication and personalised solutions.
- Served as a Level 1 and 2 Frontline Support Technician, handling over 20 client calls and providing immediate technical assistance.
Customer Service Consultant
Tech Mahindra
2 2022 - 08.2022
- Answer inbound calls in a timely and friendly manner while building rapport and providing outstanding customer service solutions
- Responsible for responding to Telstra Front of House customer calls regarding NBN, ADSL2+ and Mobile faults
- Lodged residential internet and voice service faults using incident management software while following procedurally generated workflows in accordance with Telstra policies
- Escalated tickets through ServiceNow (Capture) and Salesforce and engaged with NBN Co
- To resolve equipment, internal wiring, and cabling faults
- Supervised newly trained consultants on calls onsite and remotely by advising and reducing knowledge gaps
- Consistently provide excellent customer service in all interactions while meeting Key Performance Indicators (KPI's).
Store Manager
Lovisa
06.2018 - 01.2020
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Skills
Proven track record of developing long-lasting, positive relationships with clients in a professional environment
Maintained a 90% customer satisfaction rating across 20 clients
Consistently met Service Level Agreement (SLA) timers and exceeded targets, ensuring timely and efficient resolution of client issues and maintaining high customer satisfaction levels
Enthusiastic networker with a passion for building connections and creating new opportunities, actively fostering relationships that drive business growth and innovation
Applications Supported
- ServiceNow
- All Microsoft Office 365 products
- Active Directory
- Microsoft Azure
- AWS
- Citrix
- Webex
- Salesforce (Console)
- Fortigate
- Connectwise
- Deskdirector
References
References available upon requests.
Certification
MS-900 - MICROSOFT 365 CERTIFIED FUNDAMENTALS
Timeline
MS-900 - MICROSOFT 365 CERTIFIED FUNDAMENTALS
08-2023
IT Service Delivery Associate
Precision IT
08.2022 - Current
Store Manager
Lovisa
06.2018 - 01.2020
Customer Service Consultant
Tech Mahindra
2 2022 - 08.2022
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