Wayne Pham Email & Phone Number

Melbourne, Victoria, Australia

Melbourne

Effectively trained and supervised over 100 PSTN Assurance Associates to ensure smoothoperations and high performanceDesigned and executed comprehensive training initiative resulting in 15% reduction inattritionUtilize data analysis to identify issues and agent performance trends, whilst preparingdetailed reports for stakeholdersCollaborate with operations team to create and revise training programs for all associatesProvide individualized one-on-one training to Service Desk associates and team leaders asneeded

Melbourne, Victoria, Australia

Effectively manage incoming Service Desk incidents and request queue to prevent any potential breaches of Service Level AgreementCollaborate with both internal and external resolver groups to handle incident escalations, whether critical or non-critical ensuring timely resolutionAnalyse procedural inefficiencies, identify areas where knowledge gaps exist, and provide follow-up coaching to analysts to improve their skills and performanceDemonstrated expertise in leading initiation and validation of Knowledge-Based Articles for publication, with meticulous focus on ensuring their accuracy, relevance, and usefulness to both end-users and Service Desk Analysts

Melbourne, Victoria, Australia

Act as primary point of contact for ATO employees who require technical assistance throughemail or phone communicationIdentify, troubleshoot, and resolve technical hardware and software issues of Level 1 complexity by conducting in-depth analysis and researchRecognize and promptly escalate situations that require immediate attention or interventionEnsure delivery of excellent customer service by maintaining highest possible standards

Melbourne, Victoria, Australia

Deliver comprehensive hardware support to Bunnings Warehouse retail staff across 375 locations throughout Australia and New Zealand, encompassing provision of technical assistance for proprietary EFTPOS terminals, mobile phones, scanners, and radio hardwareUtilize IT Service Management software and online delivery portals to effectively manage, track, and report on incoming and outgoing hardware deliveriesDevelop and deliver customized learning courses, workshops, and other training programs to onboard new employees, while also creating streamlined processes for new departmental operations