Jason Shen
Senior IT Service Delivery & Support Specialist
Auckland, NZ.About
Highly accomplished Senior IT Service Delivery and Support Specialist with over 15 years of experience in telecommunications, specializing in incident management, cloud support (Microsoft 365), and ServiceNow. Proven ability to resolve complex technical issues, optimize service delivery, and enhance user satisfaction through proactive problem-solving and bilingual (English/Mandarin) communication. Actively seeking to leverage extensive expertise and a results-driven approach in a challenging IT support leadership role in Brisbane, Australia.
Work
Spark New Zealand Limited
|Configuration & Remediation Engineer
Auckland, Auckland, New Zealand
→
Summary
Led configuration and remediation efforts for data provisioning, ensuring high-availability systems and seamless service delivery within the telecommunications environment.
Highlights
Resolved complex system incidents for end-users within strict SLA parameters, maintaining high user satisfaction and operational continuity across diverse platforms including Windows and macOS.
Maintained and developed strong relationships with diverse stakeholders, fostering collaborative solutions and ensuring alignment on critical service delivery objectives.
Analyzed and reported on recurring technical issues, identifying root causes and implementing proactive remediation strategies to enhance system stability and performance.
Managed data provisioning processes with precision, ensuring accurate and timely service deployment across telecommunications infrastructure.
Spark New Zealand Limited
|Service Delivery Lead
Auckland, Auckland, New Zealand
→
Summary
Directed service delivery projects and operational efficiency initiatives, optimizing productivity and strengthening stakeholder relationships within a telecommunications context.
Highlights
Managed end-to-end project lifecycles for critical service deliveries, ensuring successful implementation and adherence to timelines and scope.
Proactively maximized team productivity through process improvements and resource optimization, significantly enhancing overall service delivery efficiency.
Cultivated robust relationships with key stakeholders, ensuring clear communication and alignment on service objectives to drive successful outcomes and foster collaboration.
Implemented strategic initiatives to improve service quality and operational effectiveness, contributing to enhanced customer satisfaction and reduced service disruptions.
Spark New Zealand Limited
|Connection Support Specialist
Auckland, Auckland, New Zealand
→
Summary
Provided specialized connection support, managing customer complaints and ensuring accurate system updates for seamless telecommunications services.
Highlights
Efficiently updated all systems with high accuracy, ensuring data integrity and smooth operational workflows for connection services and minimizing errors.
Managed and resolved all customer complaints related to connection delays or failures, restoring service and significantly improving customer trust and retention.
Analyzed and reported on connection issues, identifying recurring trends and contributing to the development of preventative measures and process improvements.
Collaborated with cross-functional teams to streamline connection processes, reducing delays and enhancing overall service delivery speed and customer experience.
Education
Ara Institute of Canterbury
→
Bachelor
Information and Communication Technologies (ICT)
Languages
English
Mandarin
Skills
IT Service & Support
Service Desk, IT Support, Telecommunications Service Delivery, Call Center Environments, System Support, End-User Support, Technical Support.
Incident Management
Incident Diagnosis, Troubleshooting, Hardware Support, Software Support (Windows, macOS), Network Troubleshooting, Application Support, Incident Resolution, Root Cause Analysis.
Cloud Technologies
Cloud-Managed Data, Microsoft 365 Applications.
Ticketing Systems
ServiceNow, Incident Logging, Incident Tracking, Issue Resolution.
Process & Operations
Data Provisioning, Project Management, Service Delivery Projects, Process Improvement, SLA Management, Reporting & Analysis.
Professional Competencies
Customer Service Excellence, Problem Solving, Proactive & Results-Driven, Collaborative Team Player, Adaptable Learner, Stakeholder Management, Communication.
Interests
Technology & Innovation
Computers, New Technologies.
Personal Enrichment
Reading, Learning.
Cultural Engagement
Intercultural Communication, Diverse Perspectives.
References
Craig Gray
Provisioning Delivery Manager, Mobile: +64 27 2724447, Email: craig.gray@spark.co.nz
Paramjeet Singh
Provisioning Delivery Lead, Mobile: +64 21 2517772, Email: paramjeet.singh@spark.co.nz