Simon Whitten
Northmead,NSW
Summary
Diligent Service Desk Engineer with proven history in service desk support. Skilled in troubleshooting technical issues and providing efficient solutions, ensuring minimal downtime for users. Demonstrated ability in effective communication and problem-solving.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Centaur Software
04.2023 - Current
- Provide telephone and remote access support and advice on our products/services to customers in Australia, New Zealand and Singapore
- Supported application on a variety of platforms, including local, Terminal Server, Hosted Server and Online installations
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Collaborated with development team to report bugs and suggest product improvements
Hospitality Manager
Solotel
02.2020 - 02.2023
- Increased customer service ratings significantly through personable service.
- Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
- Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality.
- Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
Education
Certificate IV - Information Technology Networking
TAFE NSW
Ultimo, NSW11.2021
Certificate III - Information Technology Networking
TAFE NSW
Ultimo, NSW11.2020
Skills
- Customer Service
- Remote Technical Support
- Incident Management
- Network Troubleshooting
- Teamwork and Collaboration
- Microsoft 365
Timeline
Service Desk Analyst
Centaur Software
04.2023 - Current
Hospitality Manager
Solotel
02.2020 - 02.2023
Certificate IV - Information Technology Networking
TAFE NSW
Certificate III - Information Technology Networking
TAFE NSW
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