Peter Nguyen Email & Phone Number

Melbourne, Victoria, Australia

• Created and updated over 40 unique, easy-to-follow knowledge base articles to resolve common and advanced-level issues. This minimises the need for escalations and shortens general research time from 1 hour to 10.
• Collaborate with the level 3 technicians and the project coordinator on resolving large-scale jobs, including physical and virtual server upgrades, email and data migration, full-site network relocation, network.

Melbourne, Victoria, Australia

• Restructured the technical hiring procedure to improve screening for unqualified candidates, better evaluate skills and experience, and identify those that best fit the workplace culture and values. This successfully.
• Updated training procedures and implemented pathway strategies to elevate the team’s knowledge, successfully getting new staff certified in at least three product stacks within their first month.
• Maintained the team’s high customer satisfaction score of 97% by building strong rapport with the primary contacts of each customer and being the primary contact for them on conflict resolution.
• Manage and delegate the service desk team’s responsibilities regarding prioritising tasks, individual KPIs and technical growth, customer feedback and performance metrics.

Melbourne, Victoria, Australia

• Promoted to Service Desk Coordinator after eight months for demonstrating the ability to resolve advanced issues that could not be resolved by other Level 2 technicians, mentoring junior technicians through breaking.
• Serve as an escalation point for level 1 & 2 issues, specialising in server and endpoint management, maintenance, threat analysis and prevention, internet and network outage resolution.

Melbourne, Victoria, Australia

• Promoted within six months for the ability to resolve level 2 issues and elevate standards for internal documentation, speeding up typical job completion time of 30 minutes to 15 minutes.
• Manage the ticketing system effectively, prioritising tasks based on urgency and impact on business operations.
• Assist customers remotely and on-site as a managed service provider to diagnose and resolve hardware, software, or network-related issues.

South Melbourne, Victoria, Australia

• Inspired a primary school student enthusiastic about technology to participate in a local programming boot camp after challenging them to learn additional web programming languages (HTML/CSS/JavaScript). They scored in.
• Manage and educate a class size of 20 primary and secondary school students through unique STEM programs, allowing children to have fun while learning critical skills for the digital age.
• Build children’s STEM skills, including theoretical concepts and practical application of theory, critical thinking, problem-solving, data analytics, engineering, physics and coding.
• Complete lesson planning and preparation before each session to deliver an engaging and informative class, incorporating visual aids and real-life examples to improve comprehension.

Melbourne, Australia

• Build, stress test, and benchmark performance of 33% of the total customer orders while employed.
• Improve original stress testing workflow and minimum passing requirements for newly built systems.
• Troubleshoot, diagnose and repair numerous customer hardware and software-related issues on-site and over the phone.

Bachelor'S Degree, Computer Science

Diploma, Information Technology