Selwyn Liang

Graduate Program rotation in ITSM following the rotation in Client Account Services. Currently collaborating with team members and executives to develop the 2024-2026 strategic plan for the Customer Experience team within ITSM.

• Conducted research and analysis of system use cases related to ServiceNow feature implementation.
• Documented findings in concise reports, with strong justification skills.
• Conducted interviews with key stakeholders to collect information on business processes.
• Created training material for end users in accordance with identified areas of improvement.
• Executed analysis of risks and identified risk mitigation strategies.

• Processed tax returns for individuals, companies, and superfunds in Client Account Services business line.
• Navigated Siebel CRM and ICP to obtain accurate data in processing tax returns.
• Assisted Australian public in navigating forms and complying with tax regulations.
• Provided exceptional customer service in outbound phone and correspondence by addressing client concerns proactively.
• Provided support to team members with procedural knowledge.
• Developing and maintaining sound knowledge of tax law.

• Level 1 Technical Support to staff and students.
• Microsoft SharePoint site administration, creation, and user account control.
• Continuous maintenance of Windows and Apple devices and software.
• Active Directory and network administration within Department of Education network.
• Windows and Apple image deployment and device management.
• Remote Desktop and Windows Server 2016 experience.

• Strong team and resource management to meet customer and sales demand.
• Training and mentoring team members and ensuring procedural efficiency according to quality, service, and cleanliness standards.
• Stock and Par Level management.
• Managed shift operations, supplied resources and monitored team performance to keep business profitable and running seamlessly.