Joe Fan Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

• Successfully onboarded large clients that required new IT Service Management by aligning the needs of the customer with the needs of the Service Desk. This includes Cherwell tenancy and portal creations• Used extensive knowledge of Service Desk processes to liaise between Operations Managers and Project Managers to accept new services into BAU, resulting in the creation and modification of a large of volume Knowledge Articles, along with Wiki/nAble pages• Identified new ways of reporting and summarising employee performance and customer interaction metrics. The results were integral to the development of a more efficient rostering system• Knowledge Management work, including monthly reporting for both internal and external parties, and weekly knowledge maintenance checks, to help improve knowledge utilisation

Auckland, New Zealand

• Various types of technical IT support for clients, Levels 1 and 2• Resolved customer issues with exceptional verbal and written communication skills• Providing technical training for clients and staff• Facilitated overseas service transitions

Bledisloe House

• Handling customer queries and complaints about new recycle bin rollout in North-West Auckland• Making and receiving phone calls to and from customers with regards to service requests• Effectively navigating through systems such as help desk software tools and knowledge databases

Bachelor, Landscape Architecture

Worked on projects from various sites around Auckland, including AMETI, Puhinui Reserve, Nicholson Reserve and Tui Glen Reserve

Diploma, Digital Animation

3D animation, stop motion animation, Flash animation, video editing, digital painting