Win Win Phyu
Service Desk Analyst
Oakleigh East,VIC
Summary
Enthusiastic and driven technical support representative seeking to leverage theoretical knowledge and practical skills in IT and business processes to contribute effectively to the ongoing success of the organization while gaining valuable experience and professional development opportunities.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
IT Service Desk Analyst
Officeworks
04.2022 - Current
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
Retail Assistant
Woolworths Group
07.2021 - 03.2022
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Resolved customer complaints professionally, maintaining a positive brand image.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Demonstrated flexibility by adapting to various roles within the retail environment as needed.
Cybersecurity Intern
RMIT University, Melbourne City Campus
12.2021 - 02.2022
- Prepared reports document of security breaches and extent damage caused by breaches
- Responding to emails
- Maintaining network
- Attended a workshop for security awareness
- Conducted penetration testing
- Successfully completed challenges from Hack the Box Academy
Project Manager, Training
RMIT University, Melbourne City Campus
08.2021 - 11.2021
- Conducting consultations with client
- Preparing schedules
- Assigning team members to a particular task and tracking progress towards completion
- Working with targeted budget and ensuring the project is completed properly by the deadline
Education
Bachelor's - Information Technology
RMIT University
Melbourne, VIC 08.2019 - 02.2022
Diploma - Information Technology
RMIT University
Melbourne, VIC 07.2018 - 06.2019
Skills
Network Troubleshooting
System monitoring
Ticketing system proficiency
Basic understanding of IT business practices with a strong desire to learn and grow
Self-motivated and proactive team player
Ability to deliver customer-focused solutions
Experience in documenting technical and business user process documentation
Excellent analytical, organizational, written, and verbal communication skills
Logical thinking and problem-solving skills
Timeline
IT Service Desk Analyst
Officeworks
04.2022 - Current
Cybersecurity Intern
RMIT University, Melbourne City Campus
12.2021 - 02.2022
Project Manager, Training
RMIT University, Melbourne City Campus
08.2021 - 11.2021
Retail Assistant
Woolworths Group
07.2021 - 03.2022
Bachelor's - Information Technology
RMIT University
08.2019 - 02.2022
Diploma - Information Technology
RMIT University
07.2018 - 06.2019
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