Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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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, NZ
08-2008

Bachelor - Sport Management

Unitec Institute of Technology
Auckland, NZ
08-2007

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

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Jason (Ke) Shen