About Me


Project support and IT service desk specialist with 3+ years of experience across application support, incident management, VIP client support and technical operations. I bring strong working knowledge of Jira, ServiceNow, HubSpot, Active Directory, Citrix, Postman, pgAdmin and BigQuery, with hands-on capability in PowerShell, SQL and JavaScript.

I am known for clear stakeholder communication, practical automation, rigorous ticket ownership and calm troubleshooting in SLA-driven environments. My work often sits where people, process and systems meet: resolving issues, improving support workflows, building useful scripts and turning service data into decisions the wider team can act on.

Please feel free to reach out to me if you have any queries!

Experience


Sep 2025 – Current

Project Support Specialist

My Occ Health Record

  • Own frontline HubSpot support for client and user platform issues, requests and configuration changes, including test, assessment and client tenancy setup.
  • Lead monthly support reporting, translating SLA performance, ticket trends and service metrics into insights presented to the wider team and senior leadership.
  • Use MS SQL queries and platform data to investigate issues, validate root causes and surface recurring product friction to support continuous improvement.
  • Strengthen support operations through knowledge base ownership, new-starter training, process improvements and custom scripts that reduce manual effort.

Nov 2023 – Dec 2024

Service Desk Analyst

Kaluza

  • Resolved application support issues through Jira-driven investigation, ticket ownership and cross-functional escalation.
  • Analysed cloud database records in pgAdmin and BigQuery to identify root causes, customer impact, recurring trends and remediation paths.
  • Developed advanced SQL queries in BigQuery and JavaScript scripts to support complex investigations and reduce manual analysis.
  • Used Postman APIs to interface with backend systems, supporting efficient issue rectification and controlled data adjustments.
  • Contributed to service desk efficiency by documenting patterns, improving investigative workflows and proactively surfacing process gaps.

Mar 2023 - Nov 2023

ATO IT Senior Service Desk Analyst

Probe CX (contracted to ATO)

  • Managed IT support for ATO VIP clients, combining technical troubleshooting with careful stakeholder communication and escalation control.
  • Coordinated incident and request queue operations to maintain SLA performance and support service continuity across high-volume environments.
  • Analysed ticket metrics and applied ServiceNow best practices to improve service delivery processes and reporting quality.
  • Acted as a liaison between service desk teams and specialist providers to improve escalation handling, communication and operational outcomes.
  • Developed and deployed PowerShell scripts and applications that improved repeatable administration tasks and reduced manual handling.
  • Owned customer compliments and complaints workflows, ensuring prompt resolution, stakeholder alignment and continuous improvement actions.

May 2022 – Mar 2023

ATO IT Service Desk Analyst

Probe CX (contracted to ATO)

  • Provided level 1 support via inbound calls, email and ServiceNow tickets for ATO end users across technical and access-related issues.
  • Delivered prompt, professional customer service while maintaining quality assurance, handling time and first-call resolution expectations.
  • Triaged tickets accurately and escalated issues to specialist teams to minimise SLA breaches and business disruption.
  • Built strong foundations in ITSM discipline, user communication, incident documentation and structured troubleshooting.

Dec 2021 - 2022

Sales Associate

Coach

  • Delivered premium customer service in a high-expectation retail environment, building rapport through trust and product knowledge.
  • Supported visual merchandising and stock organisation to improve customer experience and store efficiency.

Projects


Rythm Raymond

Node.js Discord.js YouTube API SoundCloud API Spotify API ytdl-core MongoDB Heroku
  • Node.js and Discord.js music bot hosted on Heroku with custom commands and server-specific configuration.
  • Integrated YouTube, SoundCloud, Spotify and Discord APIs with MongoDB-backed settings.
  • Designed flexible guild configuration so server administrators could manage playback behaviour independently.

RDA Bulk Associations Tool

PowerShell Citrix Administration GUI Automation Bulk Management CSV Parsing
  • PowerShell GUI tool for bulk Citrix remote desktop association tasks across user and computer objects.
  • Built CSV import and local runspace processing to support high-volume user-to-machine assignment requests.
  • Created for the ATO IT Service Desk to improve accuracy and speed in large-scale Citrix administration.

Bulk Address Update Tool

PowerShell Active Directory GUI Automation CSV Import Bulk Updates
  • PowerShell GUI application for bulk Active Directory address updates across domain objects.
  • Integrated Get-ADUser and Set-ADUser workflows with CSV import for address, state, city and postal code updates.
  • Successfully supported a 3,000-user address update project, reducing manual effort and data handling risk.

Quick Resets and Unlocks

PowerShell Active Directory .NET Framework LDAP Windows Event Logs Microsoft Graph API
  • PowerShell GUI administration tool using Active Directory modules to unlock accounts and reset passwords with audit-ready Windows Event Log records.
  • Reduced repetitive service desk administration by centralising common account recovery actions in one guided interface.
  • Designed for hybrid environments with optional Microsoft Graph API integration for Office 365 and Azure AD use cases.

Script Hub

PowerShell Dynamic Module Loader GUI JSON Configuration Robust Logging
  • PowerShell launch hub for administrative tools and automation scripts with JSON-based configuration.
  • Enabled administrators to add, update and run scripts from one interface while keeping execution logs for troubleshooting.
  • Reduced training overhead by standardising access to repeatable support tasks.

Skills



ITSM Incident Management Request Management SLA Adherence VIP Support Stakeholder Communication
ServiceNow Jira HubSpot Active Directory Citrix Administration Postman pgAdmin BigQuery
PowerShell SQL JavaScript HTML/CSS PHP Java Reporting Root-Cause Investigation
Technical Troubleshooting Customer Experience Process Improvement Team Coordination Documentation Knowledge Base Ownership New-Starter Training

Certifications



Pre-Engagement Integrity Check

Issued: May 2022

Issuer: Australian Taxation Office

AGSVA Baseline Security Clearance

Issued: Jan 2023

Issuer: Defence Australia

Contact Me


Get in Touch

Have a role, project or support challenge in mind? Send through the details and I will get back to you.

LinkedIn linkedin.com/in/james-zhou-14065417a Email personal@jameszhou.vip Phone +61 413 211 929
Location Glen Waverley, Victoria

© 2026 James Zhou