Quan Loc Ngo
Sunshine West,Australia
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
Nexon Asia Pacific
01.2022 - Current
- Working as first point of contact for Service Desk
- Triaging tickets to necessary departments
- Troubleshooting hardware/software issues
- Experience with Office 365 and Azure AD
- Meeting SLAs – Achieving most ticket closures and positive feedback in team every month
- Working on different environments such as: Hyper V, VM Ware
- Experience with working on various Microsoft admin portals.
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
- Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Delivered exceptional customer service by maintaining open lines of communication with users throughout issue resolution process.
Youth and Students Officer / COVID Disaster / Medicare Processing/ Pandemic Leave
Services Australia
01.2021 - 01.2022
- Working in Services Australia Smart Surge Centers where performed in demand tasks such as telephony and entering data
- Processing claims submitted by customers
- Servicing youth and students where performed tasks such as: restoring cancelled payments, updating study details, discussions of debt, granting of Government scholarships and loans, processing student claims and referring customers to appointments and assessments amongst many other duties
- Trained in handling COVID disaster calls where assisted customer’s in claiming COVID disaster payments and Pandemic Leave disaster payments issued by Federal Government
- Assessed customer’s claims and processed instant payments
- Privileged to receive training in processing Medicare claims where fixed or updated customer vaccine details or customer details on Australian Immunisation Register.
Community Development Project Officer (Western Melbourne)
Max Employment Melbourne, Australia
01.2018 - 01.2020
- Liaising with non-profit organizations and developing activities that assist jobseekers with gaining work skills and experience
- Managing activities that developed with various community organizations
- Preparing proposals and budgets in order to draft executed agreements between organisations
- Visiting work sites in order to perform risk assessments
- Handling high volumes of client referrals and delivering information sessions to clients
- Using stats from reports to determine on areas for improvement
- Implementing strategies for improvement
- Data entry on spreadsheets and administrative duties using company software.
Senior Disability Employment Consultant
The ORS Group Melbourne, Australia
01.2017 - 01.2018
- Work with wide range of clients with disabilities to help them get into work or appropriate programs that address their barriers and issues
- Assisting client with developing budgets and managing their money once they’ve found employment
- Working with clients who suffer mental illness and supporting them into employment
- Supporting and encouraging youth with disabilities and mental illnesses to engage in activity or employment whilst addressing their barrriers
- Liaising with employers and educational providers about clients
- Providing post placement and ongoing support
- Referring clients to right programs and organisations to suit their needs
- Administrative duties using company software
- Reporting to regional manager if site manager is away.
Education
Skills
- Deliver exemplary customer service
- Advanced knowledge in Microsoft software troubleshooting
- Experience working with managed service provider (MSP)
- Understanding of ticketing systems and customer service principles
- Able to lead and mentor team
- Experience with domain controllers, Active Directory, DHCP, Azure AD, VMware and Hyper V
- Building devices through MDT and Intune
- Experience with N‑central RMM (Remote Monitoring and Management)
- Ability to multitask and time manage
- Remote Support
- VPN Configuration
- Software Installation
- Security Protocols
- Application support
Certification
- Full Victoria Driver’s License (Manual)
- Working with children check (Employee)
Languages
Fluent in speaking English and Vietnamese
City
VIC
Street
Sunshine West
State
3020
References
- Coco Elmerkaoui, Services Australia, Team Leader, 0412743419
- Samantha Kuzman, The ORS Group, Site Manager, 0411 542 225
- Orlando Parletta, The ORS Group, State Employer Account Manager, 0421 963 240
- Bilal Bahawal, Nexon Asia Pacific, Service Desk Team Lead, 0484 634 485
Volunteer Experience
- Previously a Social Director of Vic ASA (Victorian Adventist Student Association) where I organized events and functions with other students within the association for the community
- Participated in the Brimbank Council Leadership program – 2017 Alumni
- Participated with 100 Story Building which encourages all kids in creative writing/thinking
Timeline
Service Desk Engineer
Nexon Asia Pacific
01.2022 - Current
Youth and Students Officer / COVID Disaster / Medicare Processing/ Pandemic Leave
Services Australia
01.2021 - 01.2022
Community Development Project Officer (Western Melbourne)
Max Employment Melbourne, Australia
01.2018 - 01.2020
Senior Disability Employment Consultant
The ORS Group Melbourne, Australia
01.2017 - 01.2018
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