Thai Seng Tha
Olympic Park,New South Wales
Summary
Experienced Service Desk agent with strong history of providing technical support to both students and staff. I have consistently achieved higher key performance indicator than other team members. I have also been recognized and commended on various occasions for exceptional service and technical expertise by customers and colleagues. I am adept at navigating fast-paced environments and complex challenges, which I view as
opportunities for growth and continuous improvement.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ITDS Service Desk Analyst
UTS College
Haymarket, New South Wales
04.2022 - Current
- Proficient utilisation of ServiceNow service management ticketing system to log, track, manage, and resolve incidents, problems and requests. Ensure desktop support is consistently provided to end users to ensure SLAs are met.
- Conducted onboarding and offboarding processes, security roles and group memberships provision using Active Directory while adhering to strict security, and compliance protocols.
- Utilized Microsoft Intune to remotely deploy and maintain end-user software, administered laptop devices, and managed configurations and compliance.
- Troubleshooted and resolved hardware issues, ranging from end user computer malfunctions to maintaining and fixing audio-visual systems. Adept at identifying root causes of hardware failures, rectifying, and installing replacements.
- Ensured that all systems were running optimally by performing regular health checks on servers and devices.
- Provided telephone and remote assistance to customers when contacted via phone or remote desktop tools.
- Authored more than 50 documentation articles for troubleshooting and how-to guides on various systems and issues.
Intern Developer
Legal Council of Cambodian Ministry of Economy and Finance
08.2023 - 05.2024
- Integrated Google Transcribe APIs into a Flutter application for transcribing voice input in real time.
- Integrated Google Firebase as the database of the Flutter application to store user data.
- Managed JWT tokens authentication to securely connect users to the Google Firestore.
- Improved the user experience of the application by adding internet connection check in various locations of the app.
- Improved on the user interface of the app by incorporating modern designs and animation, following design principles.
Education
Bachelor of Engineering Science - Software Engineering
University of Technology Sydney
Sydney08-2023
Master of Information Technology - Software Engineering
University of Sydney
SydneySkills
- Technical Support
- Documentation
- Incident Management
- Escalation Management
- Remote Technical Support
- Troubleshooting
- Ticketing systems
- System Administration
Certification
- ITIL V4 Foundation Certificate in IT Service Management
Timeline
Intern Developer
Legal Council of Cambodian Ministry of Economy and Finance
08.2023 - 05.2024
ITDS Service Desk Analyst
UTS College
04.2022 - Current
Bachelor of Engineering Science - Software Engineering
University of Technology Sydney
Master of Information Technology - Software Engineering
University of Sydney
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