Mitchell Klein
Senior Service Desk Analyst
Perth,WA
Summary
As a dynamic and forward-thinking Senior Service Desk Analyst, I am excited to embark on a new professional journey after recently relocating to Perth in order to find a FIFO IT position. With a strong passion for the evolving field of Information Communication Technology Services, I am eager to further my career and contribute to innovative solutions. I pride myself on exceptional problem-solving abilities and a proven track record in leadership roles. My goal is to leverage these skills to drive efficiency and excellence in a new environment, while continuously seeking opportunities for personal and professional growth.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Service Desk Officer
Department Of Primary Industries And Regional Development
02.2024 - Current
Senior Service Desk Analyst
Anglicare Southern Queensland - Corporate Office
06.2022 - 01.2024
- Filled my team leaders’ position whenever he was busy or
away on leave.
- Provided Level 1 and 2 technical support to employees
within Anglicare Southern Queensland.
- Communicated with external vendors in order to provide
escalated support.
- Site visits in order to troubleshoot data racks and
computers in person.
- Remotely supported, Desktops, Laptops, Thin Clients, TVs,
Data Racks, Android phones, iPhone, Printers, Docks, Kiosk
devices, Telephony, Software, and much more.
- User admin for numerous applications and systems
- Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
Apple Technical Support
Concentrix
01.2022 - 06.2022
- Improved team performance by sharing knowledge of Apple products and best practices in technical support.
- Successfully handled escalated cases by taking ownership of the issue and coordinating resources to find a resolution.
Department and Duty Manager
Coles
06.2017 - 01.2022
- Managed the Fresh Produce department and Duty
manager when the Store manager was not on shift.
- De-escalating aggressive customer interactions.
- In charge of hitting KPI’s for the department and finding
ways to increase them.
- Working with the staff to ensure a cohesive and efficient team.
Education
Bachelor of Information Technology -
Queensland University of Technology
Online 04.2001 -
Skills
ITIL Knowledge
Escalation Handling
Empathy and patience
Problem-solving abilities
Customer service expert
Certification
ITIL 4 Foundations
Technical Proficiencies
- Azure Active Directory in a hybrid on Prem / online environment (Azure AD).
- Application packaging and deployment (SCCM, inTune).
- Level 1 and 2 Hardware and software troubleshooting (Windows, MAC).
- Microsoft suite troubleshooting and management.
- Microsoft exchange in a hybrid on Prem / online environment (Exchange).
- Large site network monitoring and troubleshooting (PRTG).
- Mobile Device Management and enrollments (Samsung Knox, AirWatch).
- Helpdesk ticketing system (ManageEngine).
- Desktop virtualization management and troubleshooting (Citrix).
- Communications platforms (Microsoft Teams, Zoom).
- Basic PowerShell scripts to manipulate Azure AD (PowerShell).
- Remote assist software (TightVNC, TeamViewer, RDP, Quick Assist).
Timeline
Service Center Analyst
06-2024
Service Desk Officer
Department Of Primary Industries And Regional Development
02.2024 - Current
Senior Service Desk Analyst
Anglicare Southern Queensland - Corporate Office
06.2022 - 01.2024
Apple Technical Support
Concentrix
01.2022 - 06.2022
ITIL 4 Foundations
06-2019
Department and Duty Manager
Coles
06.2017 - 01.2022
Bachelor of Information Technology -
Queensland University of Technology
04.2001 -
Similar Profiles
Stella GreerStella Greer
Technical Officer at Department Of Primary Industries And Regional DevelopmentTechnical Officer at Department Of Primary Industries And Regional Development
Darcy CampbellDarcy Campbell
Research Station Hand at Department of Primary Industries and Regional DevelopmentResearch Station Hand at Department of Primary Industries and Regional Development
Miles FletcherMiles Fletcher
Field Team Supervisor at Department Of Primary Industries And Regional DevelopmentField Team Supervisor at Department Of Primary Industries And Regional Development
YiTing Karen YangYiTing Karen Yang
Queensland Fruit Fly Senior Field Team Supervisor at Department of Primary Industries and Regional Development WAQueensland Fruit Fly Senior Field Team Supervisor at Department of Primary Industries and Regional Development WA
Lilian GaborieauLilian Gaborieau
Service Technician at La Laiterie de MontaiguService Technician at La Laiterie de Montaigu