IT Tech Support

Rui (Ray) Zhou

Mobile: 506-***-****

Email: ******@*******.***

Highlights

Associate Information Technology Professional, AITP, Canada;

Member of the ACS - Certified Technologist (MACS CT), Australia;

Experience with AWS, Active Directory, Azure, .NET, JS, MongoDB, Python along with application and IT support

English and Mandarin

Working Experience

1.) 04/2017 – 04/2020 Technical Support Specialist Ticketek Pty Limited, Australia

Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.

Assist team members and provide support and solutions to customer queries to meet company objectives.

Maintain updated knowledge of company products and services to better provide customer support and service solutions

Document CI/CD tools and processes in Jira

Assist in troubleshooting, root cause analysis, and remediation

Assist development teams in performing deployments

2.) 09/2015 – 04/2017 Technical Support Specialist CSC Australia

Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment

Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary

Accurately processed and documented call transactions using tracking software

Participate in the selection of appropriate interface technologies to leverage across the application portfolio

Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty

Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues

Established patterns to reoccurring issues and provides input to development teams

Education

02/2012—07/2015 Central Queensland University, Australia

Major: Information Systems Degree: Bachelor of Science - Information Systems

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