Abdul Samad Mohamed Shiraz

Field Work

• Supervised a team of 2-4 technicians to implement user and IT support services in a timely manner
• Performed troubleshooting to correct computer hardware and software malfunctions.
• Linked computers to network and peripheral equipment.
• Used diagnostic tools to identify hardware failures and replace non-functional components.
• Logged all tech supplied and procured in spreadsheets.
• Responded to support requests from end-users and patiently walked individuals through troubleshooting tasks.
• Refurbished, on average, 50 PC systems and peripherals such as monitors, card readers, keyboards, mice, and more.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Executed technology implementation projects with minimal downtime and workflow disruptions.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.
• Generated reports to track performance and analyze trends.
• Helped streamline repair processes and update procedures for support action consistency.
• Offered assistance in implementing and developing training programs.

User Support

• Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing client needs and resolving concerns.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Delivered exceptional customer service to every client by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.
• Liaised with Victoria Police EFS Management, IT Support Services, and Field teams to develop solutions and accomplish shared objectives.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently, earning a record high work order clearance on Corrigo.
• Demonstrated respect, friendliness and willingness to help ANZ staff wherever needed.
• Used critical thinking to break down problems, evaluate solutions and make decisions during planned works.
• Developed and maintained courteous and effective working relationships with JLL and ANZ.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Researched product and issue resolution tactics to address customer concerns.

• Aided RMIT Creative in setting up and hosting events for Creative
• Work with video and audio recording equipment to create and publish social media content
• Provided creative input to planning and running of events and projects
• Aided hosting of workshops and art exploratory events
• Greeted students warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
• Handled student complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Evaluated student needs and feedback to drive product and service improvements.

• Aided the director in conceptualizing the set and context of the play
• Kept notes and rehearsed with actors when director was not present
• Provided out-of-the-box solutions when met with dilemmas
• Troubleshooted tech (lights & sound equipment) when issues arose

• Handled the set up and calibration of office IT (systems, networks, and post move support)
• Carried out the relocation of customer property in a secure and efficient manner
• Worked in teams to handle especially heavy items
• Ensured company image is well maintained by following employee guidelines

• Stitched together short form documentaries in Adobe Premiere using video footage filmed by the documentary director, identifying central themes and context
• Worked in Adobe Audition with scratch and dedicated audio to deliver the best audio experience possible
• Provided assistance in the form of creative input on the content presented in the documentaries
• Analyzed video content for quality control and editorial corrections.

• Created video content from scratch on a variety of news and lifestyle topics
• Provided creative input on the direction and production of video content
• Assisted in adjusting content for ideal audiences
• Made any necessary edits based on client needs
• Wrote articles on various lifestyle and socio-economic topics to inform the masses.
• Established and improved upon a new standard of videos to be used as a template for future videos
• Greatly improved outreach with the quality and the number of videos released regularly
• Written articles that were published led to much attention and provided further employment opportunities with other international magazines.
• Curated content for social media platforms, including Facebook, Instagram and Twitter.