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
2024.02 - Current
Senior Service Desk Analyst
Anglicare Southern Queensland - Corporate Office
2022.06 - 2024.01
- 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
2022.01 - 2022.06
- 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
2017.06 - 2022.01
- 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 2001.04 -
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
2024-06
Service Desk Officer
Department Of Primary Industries And Regional Development
2024.02 - Current
Senior Service Desk Analyst
Anglicare Southern Queensland - Corporate Office
2022.06 - 2024.01
Apple Technical Support
Concentrix
2022.01 - 2022.06
ITIL 4 Foundations
2019-06
Department and Duty Manager
Coles
2017.06 - 2022.01
Bachelor of Information Technology -
Queensland University of Technology
2001.04 -
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