Matthew Mahasay
Kearns
Summary
Experienced Service Desk Analyst with a strong background in providing technical support to users. Skilled in troubleshooting and resolving hardware, software, and network issues using a ticketing system. Committed to ensuring fast solutions and high user satisfaction. Proficient in monitoring system performance, maintaining clear documentation, and improving processes to enhance support efficiency. Known for excellent communication, problem-solving, and the ability to manage multiple tasks while meeting service level agreements. Dedicated to providing great customer service and supporting smooth IT operations.
Overview
3
3
years of professional experience
Work History
IT Service Desk Analyst
Greencross Pet Wellness Company
03.2023 - Current
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-user.
- Developed knowledge base materials to facilitate self-service options, reducing overall ticket volume and allowing the team to focus on critical issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
Help Desk Support Technician
St Patrick's College
01.2022 - 03.2024
- Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues.
- Fixing Laptop problems (Sounds, hardware, replacing hardware)
- Dealing with School reports (checking names in list, Syncing activities on reports, etc)
- User support for 600+ students and 60+ staff
- Provide support for Laptops, Printers, Wireless routers, and Vivi
- Add/Remove Users in Active Directory
- Change any required users on AD (Member of, user profile, etc)
- Install Certification on laptop (Windows/macOS)
- Wi-Fi Troubleshoot
Education
Certificate IV - Information Technology
TAFE NSW
Sydney, NSW12-2022
Skills
- Technical Problem-Solving
- Customer Service
- Ticketing System Management
- Problem-Solving
- Effective Communication
- Adaptability
- Foundational Networking Knowledge
Timeline
IT Service Desk Analyst
Greencross Pet Wellness Company
03.2023 - Current
Help Desk Support Technician
St Patrick's College
01.2022 - 03.2024
Certificate IV - Information Technology
TAFE NSW
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