Jason (Ke) Shen
Auckland,NZ
Summary
Experienced and customer-focused and results-driven IT Support Specialist with over 10 years of experience in Tier 1 and Tier 2 technical support across enterprise environments. Proven ability to resolve complex hardware, software, and networking issues with a commitment to user satisfaction. Proficient in Windows systems, Active Directory, Microsoft 365, cloud technologies (AWS), and networking protocols. Adept at working in high-pressure environments and known for a strong team spirit and clear communication.
Overview
17
17
years of professional experience
Work History
Private Tour Consultant & Travel Coordinator
Star Travel Ltd
Auckland, NZ
04.2024 - 04.2025
- Designed and coordinated bespoke travel experiences for international high-net-worth clients
- Managed complete logistics including itineraries, hotel bookings, transport, and safety measures
- Delivered high-touch customer service with cultural sensitivity and professionalism
- Demonstrated strong multitasking and adaptability in fast-paced, client-facing situations
System Technical Analyst
Spark NZ Ltd
Auckland, NZ
10.2016 - 03.2024
- Delivered advanced technical support for escalated Tier 2 tickets across network and desktop environments
- Managed Active Directory, domain administration, DNS configurations, and Windows desktops
- Authored internal documentation and knowledge base articles to streamline support processes
- Supported domain name hosting and real-time outage communication with business clients
- Resolved provisioning and service order issues in ICMS and other systems
Mobile & Data Support Specialist
Telecom NZ Ltd
Auckland, NZ
09.2012 - 10.2016
- Provided technical assistance for mobile broadband and WCDMA services
- Troubleshot network, mobile apps, and device internet configurations
- Troubleshot connectivity, mobile apps, and device configuration across Windows, Mac, iOS & Android
Business Broadband Support Specialist
Telecom NZ Ltd
Auckland, NZ
08.2008 - 09.2012
- Supported business clients with Internet connection, email configuration
- Troubleshot network settings including NAT, firewalls, and port forwarding
- Provided remote desktop assistance for device and network settings
Education
Graduate Diploma - Computing
Unitec Institute of Technology
Auckland, NZ08-2008
Bachelor - Sport Management
Unitec Institute of Technology
Auckland, NZ08-2007
Skills
- IT support and troubleshooting
- Windows Server administration
- Active Directory management
- Microsoft 365 Support
- DNS configuration and VPN setup
- Router setup and firewall management
- PC hardware and software installation
- Programming: HTML, CSS, JavaScript
- Apple ecosystem expertise
- Virtualization with VMware
- Analytical problem-solving skills
- Effective communication skills
Additional Information
NZ Permanent Resident, Full NZ Driver Licence (Class 1 & 2), Approachable, empathetic, and always eager to assist users with care and patience., Recognized for strong interpersonal skills, patience, and a genuine passion for supporting people
Timeline
Private Tour Consultant & Travel Coordinator
Star Travel Ltd
04.2024 - 04.2025
System Technical Analyst
Spark NZ Ltd
10.2016 - 03.2024
Mobile & Data Support Specialist
Telecom NZ Ltd
09.2012 - 10.2016
Business Broadband Support Specialist
Telecom NZ Ltd
08.2008 - 09.2012
Graduate Diploma - Computing
Unitec Institute of Technology
Bachelor - Sport Management
Unitec Institute of Technology