Wayne Pham
Fitzroy North,VIC
Summary
A results-driven service desk specialist with a strong track record of delivering exceptional technical support, managing incidents and requests, and driving service improvements. Skilled in collaborating with resolver groups, delivering effective training and mentorship, and delivering Knowledge-Based Articles for publication. Committed to providing and improving service excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
News Corp
07.2023 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for customers.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Consistently met or exceeded key performance indicators related to service quality and response times.
Process Trainer
Tech Mahindra - Telstra
03.2022 - 07.2023
- Effectively trained and supervised over 100 PSTN Assurance Associates to ensure smooth operations and high performance
- Designed and executed comprehensive training initiative resulting in 15% reduction in attrition
- Utilize data analysis to identify issues and agent performance trends, whilst preparing detailed reports for stakeholders
- Collaborate with operations team to create and revise training programs for all associates
- Provide individualized one-on-one training to Service Desk associates and team leaders as needed.
Service Desk Specialist - Tech Mentor
Probe Group - Australian Taxation Office
09.2021 - 03.2022
- Effectively manage incoming Service Desk incidents and request queues to prevent any potential Service Level Agreement breaches
- Initiating and validating Knowledge-Based Articles for publication, with meticulous focus on ensuring their accuracy, relevance, and usefulness to both end-users and Service Desk Analysts
- Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
- Optimized workflow efficiency by creating detailed documentation of service desk procedures and best practices.
Service Desk Associate
Probe Group - Australian Taxation Office
03.2021 - 09.2021
- Utilized remote desktop tools in resolving technical issues expediting resolutions leading to increased customer satisfaction.
- Enhanced customer satisfaction by providing timely and accurate assistance with service desk inquiries.
- Consistently met or exceeded service level agreements and performance metrics, resulting in recognition as a top-performing Service Desk Associate.
- Developed comprehensive knowledge of company products and services to better assist customers with their inquiries.
- Improved first-call resolution rates by utilizing advanced troubleshooting techniques and extensive product knowledge.
Information Technology Consultant
Milestone Technology - Bunnings Group Limited
12.2020 - 03.2021
- Deliver comprehensive hardware support to Bunnings Warehouse retail staff across 375 locations throughout Australia and New Zealand, encompassing provision of technical assistance for proprietary EFTPOS terminals, mobile phones, scanners, and radio hardware
- Utilize IT Service Management software and online delivery portals to effectively manage, track, and report on incoming and outgoing hardware deliveries
- Develop and deliver customized learning courses, workshops, and other training programs to onboard new employees, while also creating streamlined processes for new departmental operations
Skills
- System Centre Configuration Manager
- Windows Active Directory
- Office 365
- Google Workspace
- Endpoint Configuration Manager
- Symantec VIP
Certification
- A+ Core series Certification: Core 1 (220 - 1001) , CompTIA - 03/2020
- IT Support Professional Certificate , Google - 05/2023
- Welcome to Service Now Micro-Certification, ServiceNow - 09/2024
- ServiceNow Certified System Administrator , ServiceNow - Ongoing
Clearances
- Baseline - Active (2021 - 2036)
Timeline
Service Desk Analyst
News Corp
07.2023 - Current
Process Trainer
Tech Mahindra - Telstra
03.2022 - 07.2023
Service Desk Specialist - Tech Mentor
Probe Group - Australian Taxation Office
09.2021 - 03.2022
Service Desk Associate
Probe Group - Australian Taxation Office
03.2021 - 09.2021
Information Technology Consultant
Milestone Technology - Bunnings Group Limited
12.2020 - 03.2021
- A+ Core series Certification: Core 1 (220 - 1001) , CompTIA - 03/2020
- IT Support Professional Certificate , Google - 05/2023
- Welcome to Service Now Micro-Certification, ServiceNow - 09/2024
- ServiceNow Certified System Administrator , ServiceNow - Ongoing
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