Vicki Zhang
11 Ronald Street Mitcham,Australia
Summary
Dedicated and customer-focused Help Desk Support Officer with [X years] of experience providing efficient technical assistance and troubleshooting for end-users. A proven track record of delivering high-quality support in a fast-paced environment. Adept at diagnosing and resolving hardware, software, and network issues to ensure seamless operations. Excellent customer service and communication skills coupled with strong administrative support in a fast-paced environment. Proven team player with the ability to work with people at all levels of a corporation.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Help Desk Support Officer
Kapish Services Pty Ltd
- Provide first-level technical support to end-users, addressing hardware and software issues promptly and effectively
- Respond to and resolve help desk tickets, ensuring timely and accurate resolution of technical problems
- Collaborate with IT teams to escalate and follow up on complex issues to ensure swift resolution
- Conduct remote troubleshooting to resolve issues and minimize downtime for end-users
- Install, configure, and maintain hardware and software, including operating systems and applications
- Educate end-users on proper system usage and provide training as needed
- Maintain accurate records of support requests and resolutions in the help desk tracking system.
Accounts Assistant/Administrator
Aqua Star Pty Ltd
01.2012 - 01.2014
- Responsible for numerous financial and accounting duties, including accounts receivable, payables reconciliation, and processing more than 150 invoices and receipts on a daily basis
- Provided exceptional, timely assistance with any client account-related queries and managing outstanding client balances
- Streamlined organization by performing data entry of various company information
- Delivered banking and cash handling procedures with minimal errors and strong customer service
- Managed inventory and stock take, ensuring all products are accounted for
- Provided reception relief as needed
- Used strong customer service skills to quickly answer and redirect phone calls appropriately
- Liaised with internal staff with invoice queries and provided extensive support as needed.
Accounts Assistant/Administrator
Bellco Seafood MSC Pty Ltd
01.2010 - 01.2012
- Used strong customer service skills to quickly answer and redirect phone calls appropriately
- Liaised with internal staff in relation to invoice queries and provided extensive support as needed
- Support the account manager by completing general administrative duties
- Developed procedures to increase the efficiency of numerous areas, including filing and organizing records, to increase theability to efficiently retain and recover documents, reports, and records
- Performed numerous accounting and bookkeeping duties, responsible for creating and managing invoices, letters, reports, and financial statements using various software
- Maintained a detailed delivery calendar to coordinate schedules, installation consultations, and appointments
- Captured and entered confidential information into specific files and forms from recorded material
- Ensured the office was always working at top productivity—managed all mailing and shipping needs, office supplies, filing, scanning and ensured top-level customer service at all times.
Waitress and Cashier
Sung’s Kitchen
01.2007 - 01.2008
- Took customer orders, requests and finalized bills in a timely manner
- Prepared food and drinks to the customers’ liking
- Served customers in a professional manner regardless of the work environment
- Strictly adhere to all company policies and procedures
- Provided outstanding and professional customer support.
Education
Bachelor of Business
La Trobe University
Melbourne, VIC2013
Advanced Diploma in Translation And Interpreting - Accredited As A Professional Translator By NAATI
Australian Institute of Translation And Interpretation
Melbourne, VIC2010
Bachelor of Landscaping Architecture
University of Melbourne
Melbourne, VIC2009
Skills
- Technical Troubleshooting
- Customer Support
- Network Administration
- Hardware and Software Installation
- Remote Support
- ITIL Best Practices
- Ticketing Systems
- Communication Skills
- Team Collaboration
- Training and Documentation
- Vendor Relations
- Administrative Support
- Problem-solving
- Time management
- Attention to detail
Certification
- CompTIA A+ Certification
- ITIL Foundation Certification
- IELTS (International English Language Testing System) - Score of 8
Languages
English
Cantonese
Mandarin
Volunteer Work
Royal Children’s Hospital’s Good Friday Appeal in 2009 & 2010.
Timeline
Accounts Assistant/Administrator
Aqua Star Pty Ltd
01.2012 - 01.2014
Accounts Assistant/Administrator
Bellco Seafood MSC Pty Ltd
01.2010 - 01.2012
Waitress and Cashier
Sung’s Kitchen
01.2007 - 01.2008
Help Desk Support Officer
Kapish Services Pty Ltd
Bachelor of Business
La Trobe University
Advanced Diploma in Translation And Interpreting - Accredited As A Professional Translator By NAATI
Australian Institute of Translation And Interpretation
Bachelor of Landscaping Architecture
University of Melbourne
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