FEATURED PROJECT
PowerShell launch hub for administrative tools and automation scripts with JSON-based configuration.
IT SUPPORT · AUTOMATION · SERVICE DELIVERYGlen Waverley, Victoria ↗
Making complex systems
work for people.
I connect people, processes and technology. From untangling tricky support issues to building tools that make the everyday easier.
James ZhouTHE PERSON BEHIND THE PROCESSGlen Waverley, VictoriaAU ↗
01 / A LITTLE ABOUT ME
Good with systems.
Better with people.
Hi, I’m James. I like making complicated things feel simple.
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.
Let’s get to know each other ↗3+years in IT & support
05practical projects
Peoplealways at the centre
02 / PROFESSIONAL EXPERIENCE
Professional
experience.
Different teams. Different challenges. The same focus on making things work better for the people who use them.
Sep 2025 – Sep 2026Project Support SpecialistMy 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 2024Service Desk AnalystKaluza
- 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 2023ATO IT Senior Service Desk AnalystProbe 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 2023ATO IT Service Desk AnalystProbe 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.
Nov 2021 - Jan 2022Sales AssociateCoach
- 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.
03 / SKILLS & CREDENTIALS
The right tools.
The right mindset.
01 /
Service delivery
02 /
Platforms & tools
03 /
Automation & data
04 /
People & process
CREDENTIALS & CHECKS
Pre-Engagement Integrity CheckAustralian Taxation Office · Issued May 2022
AGSVA Baseline Security ClearanceDefence Australia · Issued Jan 202304 / SELECTED WORK
Selected work.Practical ideas. Real-world impact.
Small tools. Thoughtful solutions. A few things I’ve built to turn everyday friction into a better way of working.
01
FEATURED PROJECT
Node.js and Discord.js music bot hosted on Heroku with custom commands and server-specific configuration.
FEATURED PROJECT
PowerShell GUI tool for bulk Citrix remote desktop association tasks across user and computer objects.
AUTOMATION
PowerShell GUI application for bulk Active Directory address updates across domain objects.
AUTOMATION
PowerShell GUI administration tool using Active Directory modules to unlock accounts and reset passwords with audit-ready Windows Event Log records.
↳ Built with curiosity. Refined through real-world use.
Let’s build something useful
05 / SAY HELLOSTART A CONVERSATION
Let’s makethings work.
A new role. A useful tool. A better way of working. It starts with a conversation.
A good place to start.
Have a role, project or support challenge in mind? Send through the details and I’ll get back to you.