Timothy Gotlieb
Summary
I have a strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction. Demonstrated ability to manage IT assets and adhere to service level agreements, ensuring optimal system performance and security.
Overview
9
9
years of professional experience
Work History
Service Desk Analyst
Open Polytechnic
07.2021 - Current
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
IT Support/Digitisation Technician
New Zealand Micrographic Services
12.2015 - 07.2021
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Assisted with various projects, including server upgrades and hardware installations, ensuring minimal disruption to users during the transition phase.
- Performed regular software updates and patch management tasks on servers and workstations to maintain a secure IT environment.
Education
Certificate - Server Administration
Auldhouse
Wellington06.2019
Certificate - Mechanical Engineering
Weltec
Lower Hutt, NZ2018
Skills
- Remote Technical Support
- ITIL Knowledge
- Incident Management
- Service Level Agreements
- Hardware support
- IT Asset Management
- Problem-solving abilities
- Critical Thinking
References
[Available upon request]
Timeline
Service Desk Analyst
Open Polytechnic
07.2021 - Current
IT Support/Digitisation Technician
New Zealand Micrographic Services
12.2015 - 07.2021
Certificate - Server Administration
Auldhouse
Certificate - Mechanical Engineering
Weltec
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