Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Spencer Su

Lyndhurst

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.

Detail-oriented IT Support Technician with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Level 1 and 2 support knowledge. Experience with Service Desk roles has allowed for detailed knowledge in applications/services such as Microsoft 365, Vmware, Active Directory, Citrix/Cisco, Azure, Configuration Manager/Remote control capabilities and many more.

Overview

8
8
years of professional experience

Work History

Service Desk Technician

Bunzl Australasia
05.2023 - 10.2023
  • Technical Troubleshooting: Proficient in identifying and resolving basic hardware and software issues, providing prompt solutions to minimize downtime
  • Password Resets: Experienced in handling password reset requests and account unlock procedures to maintain user access
  • Basic Network Support: Familiarity with diagnosing and addressing simple network connectivity problems, both wired and wireless
  • Customer Interaction: Able to interact courteously and professionally with end-users, offering clear guidance and reassurance during technical hiccups. Experienced both onsite/remote assistance regularly
  • Documentation: Proficient in accurately documenting support interactions and solutions for future reference and knowledge sharing
  • Remote Assistance: Skilled in using remote desktop tools to provide instant assistance to users facing technical difficulties
  • Switch Upgrades: Invited to oversee network switch upgrades of different sites within Bunzl and to complete testing to ensure switch upgrade is successful

IT Service Desk Analyst

Australian Department of Defence (Kinetic IT)
01.2023 - 03.2023
  • Providing excellent customer service and achieved high rate of client satisfaction and retention
  • Assisting users of Defence force with queries involving variety of technical support
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Boosted first-call resolution rates by proactively researching common user issues and developing targeted solutions.
  • Monitored system performance to identify potential issues.

IT Service Desk Analyst

Australian Taxation Office (Probe)
01.2022 - 12.2022
  • Providing technical IT support to employees within the Australian Taxation Office
  • Providing excellent customer service and achieved a high rate of client satisfaction and retention
  • Handling of administrator responsibilities with government employee profiles
  • Given responsibilities of training new starters with administration issues along with knowledge support
  • Experienced responsibilities of Tech Mentor and Team Leader roles
  • Sponsored by Taxation Office for Baseline Security Clearance

Bakery Team Member

Coles
09.2016 - 01.2022
  • Provided superior customer service to promote guest satisfaction, brand loyalty and consistent revenue
  • Decorated and merchandised quality bakery goods to build business reputation and revenue base
  • Helped customers locate ideal menu items by listening to needs and recommending specific products or services
  • Arranged bakery displays to showcase baked goods, cakes to drive product sales
  • Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.

Pizza Clerk

Pizza Hut Knox
09.2016 - 04.2017
  • Learned new menu offerings and options easily to assist customers with selecting items
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Managed cash and EFTPOS payments.

Waiter

Pho Thien Long Restaurant
02.2016 - 07.2016
  • Replenished food items, paper products and canned goods to keep pantry well-stocked during busy periods
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow
  • Explained menu items and suggested appropriate options for food allergy concerns
  • Kept register accurate through correct billing, payment processing and cash management practices.

Education

Bachelor of Computer Science -

Deakin University
11.2021

Diploma of Information Technology -

Swinburne University of Technology
10.2020

High School Diploma -

Wheelers Hill Secondary College
12.2018

Skills

  • Administrative Support
  • Technical Support
  • Patience
  • Resilience
  • Customer Service
  • Teamwork
  • Systems Analysis
  • Account Administration
  • Equipment Repair
  • Software Installation
  • System optimization
  • Network configuration

References

  • Nabil Sarawan, Service Delivery Manager, Bunzl Australasia,

      nabil.sarawan@bunzl.com.au 0450 958 951

  • Riley Hood, Former Knowledge Base Manager, Probe IT (ATO)

     0459 609 041

  • Laura Murray, Knowledge Base Manager, Probe IT (ATO)

     0403 569 583

  • Julian Chung, Operations Manager, Probe IT (ATO)

     0449 773 136

  • Kevin Ge, Team Leader, Probe IT (ATO)

     0402 520 491

  • Jessica Mulholland, Bakery Department Manager, Coles Lynbrook

      0401 269 504

  • Elle Walder, Bakery Department Manager, Coles Spring Hill

      ellewalder@outlook.com 0447 391 812

  • Savannah Criscera, Former Bakery Department Manager Coles Lynbrook

     0421 206 911

Timeline

Service Desk Technician

Bunzl Australasia
05.2023 - 10.2023

IT Service Desk Analyst

Australian Department of Defence (Kinetic IT)
01.2023 - 03.2023

IT Service Desk Analyst

Australian Taxation Office (Probe)
01.2022 - 12.2022

Bakery Team Member

Coles
09.2016 - 01.2022

Pizza Clerk

Pizza Hut Knox
09.2016 - 04.2017

Waiter

Pho Thien Long Restaurant
02.2016 - 07.2016

Bachelor of Computer Science -

Deakin University

Diploma of Information Technology -

Swinburne University of Technology

High School Diploma -

Wheelers Hill Secondary College

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