Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Alicia Chen

Coomba Bay,ACT

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organisational growth.

Overview

6
6
years of professional experience

Work History

Technology Analyst

Infosys Ltd.
07.2023 - 11.2024
  • Assisted with deployment issues by clarifying user questions and identifying problems.
  • Optimised system performance through regular maintenance and updates, resulting in increased efficiency.
  • Provided technical and functional recommendations based on project requirements.
  • Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
  • Tested modified programs to correct adverse impacts on programs or system operations.
  • Collaborated with cross-functional teams to develop innovative technology solutions for business challenges.
  • Supported technology design, testing, and execution by providing research-based product and process knowledge.
  • Identified areas for improvement in existing systems, proposing cost-effective solutions that improved overall functionality.
  • Brainstormed with interdepartmental personnel to drive continuous technical improvements.
  • Collaborated with IT support teams to swiftly resolve technical issues, minimizing disruptions to business operations.
  • Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
  • Designed and delivered training classes to diverse audience with varied skill levels.

Senior Technology Associate

Infosys Ltd.
12.2021 - 07.2023
  • Managed multiple high-impact projects simultaneously, ensuring timely delivery while maintaining quality standards.
  • Championed IT best practices across all departments, instilling a culture of continuous improvement within the organization.
  • Led training initiatives for employees on new systems or software applications, promoting seamless adoption of new technologies throughout the organization.
  • Established strong relationships with vendors and stakeholders, fostering collaboration and streamlining procurement processes.
  • Conducted thorough root cause analysis of recurring issues, implementing long-term fixes to prevent future occurrences.
  • Mentored junior team members, providing guidance and support to foster professional growth and development.
  • Developed training materials and procedures and trained users in proper use of hardware and software.
  • Created user accounts and assigned permissions.
  • Generated reports to track performance and analyse trends.
  • Offered assistance in implementing and developing training programs.

IT Support Specialist

Australian National Character Check
09.2021 - 12.2021
  • Created help desk tickets, troubleshot, and resolved desktop issues.
  • Delivered onsite technical support for 10 employees.
  • Used ticketing systems to manage and process support actions and requests.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
  • Resolved escalated issues by serving as a subject matter expert on wide-ranging issues.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Answered questions and provided information to customers about new software or hardware.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
  • Researched and identified solutions to technical problems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Cafe Manager

The Kitchen@Beaver Gallery
03.2019 - 08.2021
  • Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
  • Delivered excellent customer service experiences by addressing concerns promptly and professionally.
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
  • Improved customer satisfaction by implementing efficient service procedures and staff training programs.
  • Filled in for absent employees in any position in the cafe, keeping operations efficient even when shorthanded.
  • Handled business administration functions such as payroll, cash register counting, and supply ordering.
  • Ensured compliance with food safety regulations by implementing strict sanitation protocols and employee training initiatives.
  • Fostered a positive work environment through open communication channels and collaborative problem-solving approaches.

Internship Student

CBE Venture Lab (ANU)
06.2018 - 12.2018
  • Developed professional skills through hands-on experiences, including time management and effective communication.
  • Improved internship experience by efficiently managing assigned tasks and meeting deadlines.
  • Sorted, organized, and maintained files.
  • Received positive feedback from supervisors, reflecting a strong commitment to personal growth and development throughout the internship program.
  • Gained practical experience in various aspects of the field, applying academic knowledge to real-world situations.
  • Analysed problems and worked with teams to develop solutions.
  • Explored new technologies and approaches to streamline processes.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Gathered, organised, and input information into digital database.
  • Prepared project presentations and reports to assist senior staff.

Education

Master Of Business Information Systems - Business Administration And Management

Australian National University
Canberra, ACT
12-2018

Bachelor of Commerce - Finance, Accounting, Human Resource Management

City University of Macao
Taipa, Macao
07-2016

Skills

  • DBMS
  • Technical reporting
  • Hardware and software installation
  • IT risk management
  • IT service management
  • End-user consultation
  • Problem-solving abilities
  • Team building
  • Agile Methodologies
  • Information Systems
  • IT project management
  • Train users
  • Policies and procedures implementation
  • Schedule & calendar planning
  • Meticulous attention to detail
  • Information confidentiality
  • Spreadsheet tracking

Languages

English
Full Professional
Chinese (Mandarin)
Native or Bilingual

Timeline

Technology Analyst

Infosys Ltd.
07.2023 - 11.2024

Senior Technology Associate

Infosys Ltd.
12.2021 - 07.2023

IT Support Specialist

Australian National Character Check
09.2021 - 12.2021

Cafe Manager

The Kitchen@Beaver Gallery
03.2019 - 08.2021

Internship Student

CBE Venture Lab (ANU)
06.2018 - 12.2018

Master Of Business Information Systems - Business Administration And Management

Australian National University

Bachelor of Commerce - Finance, Accounting, Human Resource Management

City University of Macao

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Alicia Chen