Yihang Wang Email and Phone Number

Working in the Operation and Technology team to perform proactive and reactive level 1 and 2 technical support. As the first point of contact for all QIC employees based in Australia and overseas (US, UK & Europe, and Singapore offices), performing a wide range of service desk operation activities via telephone, MS Teams, online portal, email and in-person. Liaise with external vendors to arrange technical support and maintenance to ensure IT equipment is in optimal working condition for business operations.

This job in a large company provides me with experience working in an IT department with a well-structured ITIL framework. The duties of my role are to support the IT equipment for venues including casinos, hotels, restaurants & bars, and the QLD/NSW head offices. Daily tasks including to perform user administration, handling phone calls/emails/tickets from internal users at various locations, cooperating with different teams to provide ad hoc support and providing Windows 10 troubleshooting remotely. Using tools such as Active Directory, Azure, Intune, SCCM/MECM and ServiceNow ticketing system.

This work experience in the fine dining restaurant, owned by the celebrity chef and restaurateur – Luke Nguyen, honed my communication skills and the ability to provide top-level customer service. This experience enhanced my understanding of customer requirements and sharpened my communication skills to independently identify and resolve issues or escalate them to higher authorities when necessary. The demanding environment of a fast-paced restaurant has also equipped me with the ability to work efficiently in a team, prioritize tasks, and deliver exceptional customer service under pressure.

Work within a small team to provide high-quality services with speed, deliver enjoyable experiences to our patrons and build customer loyalty. Handle customer complaints and manage disputes within the team with a solution-oriented attitude.

Carry out software/hardware maintenance and troubleshooting based on the daily needs of the office.