Open To Work
Melvin Xu
Brisbane,Australia
Summary
Results-driven IT Support Analyst with expertise in PowerShell automation and maintaining high first-contact resolution rates. Skilled in technical troubleshooting across Active Directory, Microsoft 365, and SCCM, leveraging strong communication abilities to manage client escalations and resolve disputes effectively.
Overview
17
17
years of professional experience
Work History
IT Service Centre Agent
Department of Justice
Brisbane, Australia
04.2025 - Current
- Delivered advanced technical support: Maintained a 95% first-contact resolution rate in ServiceNow, conducting root-cause diagnostics for multi-display hardware faults and complex software UI routing.
- Administered cloud & identity infrastructure: Managed user lifecycles via Active Directory (AD) and Entra ID. Configured Multi-Factor Authentication (MFA) policies via Microsoft Intune and provisioned user telecom numbers in the Teams Admin Center.
- Managed enterprise Exchange & mail flow: Utilized the Exchange Admin Center (EAC) to administer complex shared mailboxes, resolve intricate AD sync conflicts (SMTP, Target Addresses), and execute Message Traces to diagnose and resolve deep-level email delivery failures
- Automated workflows with PowerShell: Engineered custom scripts to automate bulk user provisioning, distribution list management, and system startups, drastically reducing manual ticket-handling time.
- Executed enterprise endpoint deployments: Deployed Windows OS images via SCCM and PXE boot, managing device collections and troubleshooting BIOS/UEFI configurations (RAID/AHCI) for smooth hardware rollouts.
- Managed remote access & networking: Troubleshot secure connectivity by deploying Always On VPN (AOVPN) certificates and configuring DHCP IP scope reservations for secure, firewall-whitelisted network printing.
Operation Analyst (Concurrent role)
Ministry of Social Development
Auckland, New Zealand
04.2023 - 01.2025
- Spearheaded a process automation project reducing manual admin work; analyzed data trends and presented findings to leadership with visual reporting.
- Delivered daily performance reports using analytic tools and Excel to track staff productivity, task volumes, and compliance indicators for informed decision-making.
- Developed program performance reports for internal stakeholders and management reviews, highlighting key insights for strategic planning.
- Managed weekly queue allocation and facilitated task transfers to maintain workflow efficiency.
Centralized Processing Officer
Ministry of Social Development
Auckland, New Zealand
01.2021 - 01.2025
- Resolved 8-10 complex income cases daily, enhancing policy compliance and accuracy of financial assessments.
- Delivered outbound support, simplifying complex income assessments to improve client understanding and minimize future discrepancies.
- Led sensitive financial conversations with empathy, clarifying overpayments and negotiating debt repayment plans to support client financial stability.
Contact Center Officer
Ministry of Social Development
Auckland, New Zealand
04.2020 - 01.2021
- Handled 30-50+ calls daily, guiding clients through housing applications and updates within high-compliance government protocols.
- Clarified complex housing policies and income-related rent calculations for clients in high-pressure, emotionally charged situations.
- Facilitated community outreach programs to enhance social support services.
- Collaborated with stakeholders to develop strategic initiatives for community welfare.
- Coordinated training sessions for staff on social service delivery practices.
Claims Processing Officer
Well NZ
Auckland, New Zealand
02.2016 - 04.2020
- Triaged inbound calls and provided administrative support, facilitating weekly compensation processing for ACC claimants.
- Managed multiple time-sensitive tasks in high-pressure environment, including claims processing, payroll advising, and audit management, ensuring timely payments for injured employees.
- Processed customer applications efficiently and accurately.
- Maintained comprehensive records using internal management systems.
- Collaborated with teams to ensure compliance with company policies.
Digital Customer Service
Vodafone NZ
Auckland, New Zealand
10.2012 - 01.2016
- Managed 70+ customer queries daily via live chat and email, efficiently handling up to 5 concurrent chats while ensuring high service quality.
- Resolved various service issues and escalated complex cases to enhance customer satisfaction.
- Conducted periodic training sessions for new team members on digital customer service best practices.
Customer Service Officer
Optus
03.2009 - 08.2011
- Managed 50+ inbound calls daily, facilitating broadband/mobile activations and delivery of purchased devices to enhance customer experience.
- Troubleshot activation and order issues in a high-pressure, high-volume environment, achieving timely resolutions to minimize customer disruption.
- Updated customer records and order statuses across multiple systems to maintain data integrity and support seamless service delivery.
Education
Certification of Machine Learning and Artificial Intelligence -
AUT
Auckland, New ZealandCertification of COMPTIAA+ - Hardware
Avonmore
Auckland, New ZealandDiploma of Graphic And Web Design -
AUT
Auckland, New ZealandSkills
M365 & EAC
- Intune & Teams
- Endpoint Management & Support
- SCCM Management
AD & Entra ID
- Infrastructure & Identity Management
- Network Troubleshooting
- PowerShell Automation
Automation & Networking
- AOVPN & Certificates
- Hardware Diagnostics & BIOS/UEFI Configuration
- Service Management
Process Automation & Data Reporting
- Customer Service
- Conflict Resolution
- Effective Communication
Work Preference
Job Search Status
Open to workWork Type
Full TimePart TimeContract WorkLocation Preference
RemoteOn-SiteSalary Range
$45000/yr - $200000/yrTimeline
IT Service Centre Agent
Department of Justice
04.2025 - Current
Operation Analyst (Concurrent role)
Ministry of Social Development
04.2023 - 01.2025
Centralized Processing Officer
Ministry of Social Development
01.2021 - 01.2025
Contact Center Officer
Ministry of Social Development
04.2020 - 01.2021
Claims Processing Officer
Well NZ
02.2016 - 04.2020
Digital Customer Service
Vodafone NZ
10.2012 - 01.2016
Customer Service Officer
Optus
03.2009 - 08.2011
Certification of Machine Learning and Artificial Intelligence -
AUT
Certification of COMPTIAA+ - Hardware
Avonmore
Diploma of Graphic And Web Design -
AUT