Summary
Overview
Work History
Education
Skills
PC building and servicing
Languages
Timeline
Generic

Kevin Tang

Auckland

Summary

Versatile ICT professional with a 8+ years experience at New Zealand Police, enhancing team capabilities and reducing ticket resolution times through effective problem-solving and computer knowledge. Excelled in customer service, demonstrating friendly and patient interactions. Skilled in Microsoft Windows and Office, with a focus on achieving significant improvements in support efficiency. I possess strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

19
19
years of professional experience

Work History

Service Desk Analyst

New Zealand Police
06.2016 - Current
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.

Factory Hand

Enterprise Recruitment
03.2015 - 03.2016
  • Inspected final products to assess compliance with quality standards and established tolerances.
  • Supported timely order fulfillment through efficient packaging, labeling, and palletizing of finished products.
  • Contributed to the achievement of sustainability objectives by recycling materials whenever possible during the manufacturing process.
  • Assisted in training new employees on safety procedures, equipment operation, and company policies to maintain a well-informed workforce.

Computer Helpdesk Technician

Auckland University of Technology
03.2014 - 11.2014
  • Provided guidance on best practices related to system usage and security measures.
  • Maintained inventory of laptops, ensuring availability of consumables when needed for refilling.
  • Assisted students with password resets and account management tasks while maintaining strict adherence to security protocols.
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured devices, and software to set up work stations for students.

CAD Intern

Decortech
12.2011 - 12.2011
  • Supported lead designer to convert hand drawn panels to computer models enhancing overall productivity by creating and modifying detailed CAD drawings for the sound proofing project.

VBA Developer

Cabjaks
10.2011 - 10.2011
  • Created proofs of concept for innovative new solutions with VBA macros to select parts of kitchen cabinet panels and optimise the use of a MDF in a project.
  • Corrected, modified and upgraded software to improve performance.

Grocery Team Member

PAK'nSAVE
01.2006 - 03.2008
  • Retrieved items for customers and verified prices.
  • Maintained safe, clean and well-organized working and shopping environment by sweeping and mopping floors and complying with health and sanitation procedures adhering to safe work practices.
  • Communicated with customers and staff politely and professionally to uphold store standards.

Education

BCIS - Information Systems Science

Auckland University of Technology
Auckland, NZ
12.2014

Bachelor of Engineering - Engineering Science

University of Auckland
Auckland, NZ
09.2011

NCEA Level 3 -

Mt. Roskill Grammar
Auckland, NZ
2005

Skills

  • ITIL Knowledge
  • Microsoft Windows and Office
  • Problem-Solving
  • Friendly and Patient
  • Staff education and training
  • Desktop support
  • Customer Service

PC building and servicing

I enjoy putting together desktop PCs and optimising their performance with driver updates and regulating temperature.

Languages

Chinese (Cantonese)
Native or Bilingual
English
Professional Working
Chinese (Mandarin)
Limited Working

Timeline

Service Desk Analyst

New Zealand Police
06.2016 - Current

Factory Hand

Enterprise Recruitment
03.2015 - 03.2016

Computer Helpdesk Technician

Auckland University of Technology
03.2014 - 11.2014

CAD Intern

Decortech
12.2011 - 12.2011

VBA Developer

Cabjaks
10.2011 - 10.2011

Grocery Team Member

PAK'nSAVE
01.2006 - 03.2008

BCIS - Information Systems Science

Auckland University of Technology

Bachelor of Engineering - Engineering Science

University of Auckland

NCEA Level 3 -

Mt. Roskill Grammar
Kevin Tang