Marian Lipana
Brisbane
Summary
Dynamic and customer-focused IT professional with a passion for delivering exceptional technical support and ensuring optimal user experience. Has foundational understanding of IT principles and someone that is passionate about technology.
Eager to leverage skills and motivation to provide exceptional support to end-users. Adaptable, willing to gain more hands-on experience in troubleshooting technical issues, resolving user queries, and contributing to the overall efficiency of the IT service desk team. Committed to continuous improvement, seeking an environment where I can develop new skills, grow professionally, and make a meaningful impact while delivering outstanding customer service.
Overview
4
4
years of professional experience
Work History
IT PROCESS COORDINATOR
KINETIC IT (AUSTRALIAN TAXATION OFFICE)
12.2023 - Current
- Collaborates with the customer, other IT providers and Process Managers to design and document the process workflow, activities, roles, and responsibilities
- Identifying areas for process improvement, suggesting process uplifts to optimise the process, and working with Process Managers and other stakeholders to identify and implement changes
- Undertaking the day-to-day execution of a process using ITSM tool (ServiceNow), in collaboration with Process Managers, coordinating as required with process owners, delivery teams, and other stakeholders as required to ensure that activities are carried out as planned, addressing any issues or bottlenecks that arise.
TECHNICAL SUPPORT CONSULTANT
TECH MAHINDRA (TELSTRA)
05.2022 - 07.2023
- Diagnosing and repairing internet and other general technical issues (mobile, data, connectivity)
- Performs remote troubleshooting through diagnostic systems like ServiceNow, Broadband Assurance Tools
- Dealt with troubleshooting NBN technology issues (FTTN, FTTP, FW, FTTC)
- Serves as the first point of contact for customers seeking contact via phone
- Walk the customer through problem-solving and diagnostic process
- Record events, logs, and resolution on customer accounts
- Direct unresolved tech issues to next level support
- Have done troubleshooting with hardware related issues such as mobile phones
- Process requests through Telstra’s CRM’s systems (Salesforce) and track cases.
Customer Care Consultant
ZURICH FINANCIAL SERVICES
01.2022 - 04.2022
- Prospective adviser, regarding the products offered by the organisation
- Providing accurate information about Life Risk and Retail Investment products, processes, and policies
- Utilises product knowledge to respond to both simple and complex enquiries.
FOREST LAKE LODGE (CATERING ASSISTANT/KITCHEN HAND)
09.2020 - 02.2021
- Meal preparation and presentation, General kitchen work (washing dishes, cleaning), Has exposure to nutrition and dietary requirements for the residents
CUSTOMER SOLUTIONS SPECIALIST
PROBE GROUP (AUSTRALIAN TAXATION OFFICE)
02.2021 - 01.2022
- Works for an important federal government client, Provides customer service whilst building rapport and able to manage customer interactions, Manages large amount of inbound & outbound calls in a timely manner, Meet personal/ team qualitiative & quantitative targets, Assists with technical enquiries & assists clients to troubleshoot specific tech issues, Takes part in training and other learning opportunities to expand knowledge of the organisation, Follows communication ‘scripts’ when handling different topics
Tertiary Work Experience
Brisbane City COUNCIL
01.2020 - 02.2020
- Gained valuable insights into working as a Business Analyst, Attended stakeholder meetings, Prepared project management templates
Education
Bachelor of Information Technology - Information Systems
Griffith University
Gold Coast, QLD02.2021
High School Diploma -
Sunnybank State High School
11.2016
Skills
- Customer service experience
- Process Documentation
- Incidents management
- Microsoft Office
- Exposure to multitasking across different systems
- Client liaison
- Customer engagement
- Stakeholder management skills
- Ticket handling
- Documentation And Reporting
- Quality Assurance
Honors And Awards
- Griffith Academic Excellence Award 2017, Recognised consistent academic achievement in 2017 with a GPA of 6.0
- Griffith Futures Scholarship 2018 – 2019 Recipient, Had demonstrated exemplary academic performance
Timeline
IT PROCESS COORDINATOR
KINETIC IT (AUSTRALIAN TAXATION OFFICE)
12.2023 - Current
TECHNICAL SUPPORT CONSULTANT
TECH MAHINDRA (TELSTRA)
05.2022 - 07.2023
Customer Care Consultant
ZURICH FINANCIAL SERVICES
01.2022 - 04.2022
CUSTOMER SOLUTIONS SPECIALIST
PROBE GROUP (AUSTRALIAN TAXATION OFFICE)
02.2021 - 01.2022
FOREST LAKE LODGE (CATERING ASSISTANT/KITCHEN HAND)
09.2020 - 02.2021
Tertiary Work Experience
Brisbane City COUNCIL
01.2020 - 02.2020
Bachelor of Information Technology - Information Systems
Griffith University
High School Diploma -
Sunnybank State High School
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