IT Support Technician

• Aug 2022 - Present

Administration and Assistant IT Officer

• Aug 2018 - Aug 2022

o Maintained hundreds of devices (e.g. printer, tablets, VOIP phone), computers (Windows and Mac) and school network infrastructure (Cisco switch and WAP) o Resolve user problems and logging issues through the ticketing system (ManageEngine from Zoho) o Providing 1st and 2nd level onsite/remote support including email and telephone customer contact. Troubleshooting and proactively identifying system and network problems and diagnosed hardware or software faults o Identify and recommend how to continuously improve the processes, support and customer/user experience o Suggested and organized IT equipment for the IT projects, and facilitate the IT infrastructure (including hardware and software) o Liaising with vendors and clients on behalf of the Operations Manager and IT team o Deploy new hardware and software for campus and new users, installed and configured computer hardware operating systems and applications o Provided software support and training to users (e.g. Google suite and MS office suite) o Reimage computers via Microsoft SCCM and joining to school domain o Working closely with the Operations Manager on administration, campus operation and IT equipment maintenance. Acting as the point of contact with external people e.g. IT contractors o Created and updated IT Inventory list for campus Show less

IT support/Admin Officer

• 2016 - May 2022

o Built company website that generated hundreds of visit every month (Wordpress) o Built student management which managed hundreds of students in different classes (Moodle) o Designed and produced publications i.e. flyers and brochures (PHOTOSHOP) o Installed and configured computer hardware operating systems and applications o Troubleshooting system and network problems and diagnosed hardware or software faults o Managed Windows servers (Active Directory), office network (Ethernet, Wifi and VPN), VOIP phone, printer maintenance, computer parts purchasing, server maintenance o Managed hundreds of clients by using in-house CRM system o Used customer support ticket system to route inquiries (Zendesk) o Provided support report to operations manager o Provided services and guidelines to students for their VISAs, school application o Customized executable overseas study and immigration plan o Managed marketing promotional activities, including outdoor activities and social media Show less

Administrative Assistant

• 2014 - 2016

o Created compliance documents for government funded courses (VTG and VET fee help), responded to scheduled data and funding reporting and rectify/reconcile where applicable report, which resulted in getting hundreds of thousands of governments funding every year. o Extensive data analysis and audit reporting with MS Excel complex formula (I.e. vlookup, offset), resulted in ensure student data is compliant with AVETMISS compliance. o Extracted data from student data (including cleaning, filtering, validating and applying rules to extracted data) o Develop a ETL solution with extracted data for reports o Generated reports with extracted data in a proper format as requested by manager o Enrolled students to their courses on school database system (Wisenet and Vettrak) o Provided advice to students regarding course selection, admission requirements, enrolment o Managed quality and compliance checks of student data, contacted students and followed up with missing documents. o Generated matrix and timetable for teachers from Wisenet o Issued requested documents to students, e.g. Confirmation of Enrolment o Reception duties Show less

IT support

• 2008 - 2014

o Designed network-based school database management system with windows server that manage agent commission, school fees and hundreds of students. o Built school website with Drupal (PHP+ MySQL) that led an increase of 50+ oversea students enrolling in school per year. o Maintained computers and school network within a database and file server environment. Extensive experience with software and system troubleshooting. o Maintained student database online system (Wisenet) o Extracted data from two student system and then performed data transformation (including cleaning, filtering, validating and applying rules to extracted data) o Extensive data analysis and ensure that data is accurate, up to date and compliant with AVETMISS compliance o Study and research about the report formats, e.g. financial reports, Quality Indicators, AVETMISS data o Develop a ETL solution with extracted data for reports o Generated reports with extracted data in a proper format as requested by manager o Designed school publications such as flyers and brochures (PHOTOSHOP) o Created school venue floor plans drafting (AutoCAD) o Managed and provide training to new officers for using student systems, i.e. PRISMS CoE system, Wisenet, local school system. Show less