Ben Luo Email & Phone Number

Melbourne, Victoria, Australia

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 experienceo 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 teamo Deploy new hardware and software for campus and new users, installed and configured computer hardware operating systems and applicationso 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 domaino Working closely with the Operations Manager on administration, campus operationand IT equipment maintenance. Acting as the point of contact with external people e.g.IT contractorso Created and updated IT Inventory list for campus

Melbourne, Victoria, Australia

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 applicationso Troubleshooting system and network problems and diagnosed hardware or software faultso Managed Windows servers (Active Directory), office network (Ethernet, Wifi and VPN), VOIP phone, printer maintenance, computer parts purchasing, server maintenanceo Managed hundreds of clients by using in-house CRM systemo Used customer support ticket system to route inquiries (Zendesk) o Provided support report to operations managero Provided services and guidelines to students for their VISAs, school applicationo Customized executable overseas study and immigration plano Managed marketing promotional activities, including outdoor activities and social media

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 reportso Generated reports with extracted data in a proper format as requested by managero Enrolled students to their courses on school database system (Wisenet and Vettrak)o Provided advice to students regarding course selection, admission requirements, enrolmento Managed quality and compliance checks of student data, contacted students and followed up with missing documents.o Generated matrix and timetable for teachers from Wiseneto Issued requested documents to students, e.g. Confirmation of Enrolmento Reception duties

Melbourne, Victoria, Australia

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 complianceo Study and research about the report formats, e.g. financial reports, Quality Indicators, AVETMISS datao Develop a ETL solution with extracted data for reportso Generated reports with extracted data in a proper format as requested by managero 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.

Bachelor'S Degree, Computer Software Technology/Technician

Master'S Degree, Computing