Resume

Kyle Phillips

Summary

I've spent the last few years helping people with technical issues, across a school and an MSP's business clients. I'm good at helping someone through their problem and leaving them understanding what happened. Outside of work I enjoy music production in Ableton, and play the piano and saxophone, so a fair bit of what DJ City sells is gear I already use. The retail side would be new to me, but I am familiar with a lot of the gear, and I'm eager to fill in the gaps.

Experience

Technical Support Specialist

Oct 2022 – Jun 2025

Solution One · Nossal High School, Berwick VIC

  • I was who students and teachers came to when something broke. I'd listen, work out the real problem, sort it, and explain what happened so they understood it.
  • Logged and tracked every request in the ticketing system, kept people updated as things moved, and made sure nothing got dropped.
  • Comfortable with the harder stuff (networking, Windows, AV, Microsoft 365), so I could usually resolve things on the spot instead of passing them on.

Infrastructure Engineer

Jun 2025 – Feb 2026

Solution One · Mornington VIC

  • Stepped up to handle escalations for the MSP's business clients, taking on the trickier problems across servers, networking, and web hosting.
  • Built out a documentation platform for the business, covering its architecture, systems, and operating procedures.

Warehouse Pick Packer

Apr 2022 – Oct 2022

B2C Furniture · Dandenong VIC

  • Picked, packed, and dispatched customer orders accurately and on time.
  • Answered customer questions about orders and stock when they came up.

Current Work

Nosdesk

2025 – Present

An open source helpdesk platform I build and run

  • Nosdesk is designed to provide better support tools for smaller teams without the enterprise cost.
  • It's kept me thinking about how to make support better, and how much of that comes down to having the right systems behind it.

Music & Gear

I produce music in Ableton Live and Bitwig, recording through a Focusrite Scarlett 2i2 and a few Rode mics. The rest of my setup is gear like a Launchpad X, an Akai MPK Mini, a MIDI Fighter, and a Yamaha digital piano, and I play saxophone as well, which I've also performed with live through a looping setup. Away from producing I'm into hi-fi and have a growing vinyl collection.

Skills

Customer support
Helpdesk & ticketing Phone, email & chat Orders & returns De-escalation
Music & audio gear
Ableton Live Bitwig MIDI controllers Audio interfaces Audio & MIDI troubleshooting Piano & saxophone Live looping
Technical
Windows macOS Microsoft 365 Device & peripheral setup Networking Hardware troubleshooting

Education

© Copyright 2026 Kyle Phillips