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IT Helpdesk Analyst

Ultimo, NSW, 2007, Australia
October 24, 2018

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Dan Jeongdae Son

** ******** **, ******, *** **07

Phone: +61-401-***-***

Email Address:


Core value: I am a passionate helper and I am the right person for the job.

Vision / Mission: Create a better and healthier world / and contributing by being a great service for people around

I am an experienced IT and service professional. I am a natural people person and leader, with a determination to succeed. I enjoy working under pressure and continuously reaching for targets.

After few years of working and traveling in Asia, I am looking for a the dynamic/goal orientated workplace, where not only I can use all my skills and experiences but also, I must be a better version of myself.


IBM RCC (Malaysia)

July 2017~ 30 July 2018

Bi-lingual IT customer support technician


-Level 1/1.5 support for over 300+ and 3 different accounts

oSupports: remote desktop, Active directory, cloud (Office365), install and configure applications (office, windows 7/8/10, Android/iPhone), initial hardware/printer troubleshooting

oMicrosoft Exchange & Microsoft Outlook, MS Office 2010 – 2016, IP Phones (Cisco), Printers & Mobility (iPhone & Android), VMware, SCCM, Citrix

oTroubleshoot, analyzed and resolved issues which related to software, hardware, email, Lan and other applications

oMaintain high first call resolution (85%)

oEscalate unresolved issues to proper support teams

-Communicate effectively across all related partied to ensure the smooth/clear process

-Strong attention to detail and great problem-solving skills

-Achieving good KPI

-Adapting to Multiple accounts quickly

-Help/lead colleagues

Thammasat University / English Planet School of Language (May 2015~ Dec 2016) – (in Thailand)

Native Korean Lecturer / Native English Teacher

Kimberly-Clark Korea, English Academies (in Korea)

Oct 2014 ~ April 2015

Technical Interpreter / Native English teacher

Herbalife International (Feb 2013 – Nov 2014)

Location: Australia / Korea

Sales / Independent distributor (Own business)

-From Part-time, transfer to Korea and became full-time

Samsung C&T (May 2013 – Sep 2013)

Administration / HR General Affair

Kinetic I.T (IT support to staff at BHP Billiton Iron Ore)

Nov 2012 – May 2013

Position / Responsibilities:

-Servicing BHP Billiton Iron Ore Western Australia

oSupports: remote desktop, Active directory, install and configure applications (office, windows), initial hardware/printer troubleshooting

oTroubleshoot analyzed and resolved issues related to software, hardware, email, Lan and other applications

oEscalate unresolved issues to proper support teams

-Service Desk It Technician: Answering Phone calls for customers, basic troubleshooting, directing to the right department and look after until resolved

Keep It Simple Solution (IT)

Dec 2009 – June 2010

Position / Responsibilities:

IT technician

-desktop, install and configure applications (office, windows and etc…), initial hardware/printer troubleshooting

-Troubleshoot analyzed and resolved issues related to software, hardware, email, network, and other applications

-Assisting Hardware configuration (PC, Server, peripheral devices)

Hospitality employment experience

Companies: Ayers Rock Resort, Peppers Resort, YAMA Japanese restaurant and The Buckin’ Mex Restaurant, Mobil Petroleum, ESS, Eurest (Compass group)

Jan 2006 - Nov 2012

Positions: Cook, Chef, F&B, Utility, Housekeeping

-I always had returning customers due to my great service and relationship building personalities

Republic of Korea Air Force

Jul 2000 - Jun 2005

Position / Responsibilities:

-Communications Officer in charge / manager of Communications Dep. in Missile Battalion

-Manager of landline & switchboard drill instructors in Information & Communication school

-Manager of long distance, microwave and satellite drill instructors in an Information school

Educations / Qualifications

2008, Diploma of Hospitality Management, TNQ Institute of TAFE, Australia

1999, Bachelor’s Degree in Electronics Engineering, Yeung-Nam University, Daegu, Korea

Comprehensive Skills Summary:

- IT Skills: Proficient using PC platforms, Android devices, and iPhone OS

- Proficient using the following applications: Active Directory, Service Now, Ticket Management and Microsoft office package

- Good understanding of PLC, Proficient using Programming languages, PC hardware assembly and install

- Coaching/Mentoring/Instructing/Interpersonal Skills: I own powerful coaching/mentoring/instructing skills through self-development courses


English: Native Level

Korean: Native Level

Thai: Very basic (Verbal only)

Activities and Interests:

Salsa performance

Personal development

-I always thrive to achieve greatness in anything I do, I won 1st place in Cairns Salsa Competition (Australia)

-I invest a good amount of money and time in my self-development, I believe money invested in myself is never wasted


•Geetha NADARAJAH, Operations Manager, IBM (Apac Contact Centre)

P: +603-****-**** (Office)+601*-***-**** (Mobile), e:

•Jaafar Idris, Pool Manager, IBM (Apac contact centre)

P: +60-13-206-****, e:

•Dr. Passapong Sripicharn, Associate Dean, Faculty of Liberal Arts, Thammasat University

P: +66-85-917-****, e:

•Kirk Brown, Eng. Technical Leader, PNTD, Kimberly-Clark Professional

P: +1-770-***-****, e:

Contact this candidate