Ahnaf Azad

• Provide high-level customer service by identifying customer needs and suggest possible solutions accordingly.
• Assist customers in identifying issues and explained solutions to restore service and functionality.
• Diagnose and resolve software issues, including application errors, system crashes, and compatibility problems.
• Troubleshoot hardware problems such as faulty components, peripheral malfunctions, or connectivity issues.
• Install, configure, and update software across user devices, ensuring compliance with company standards.
• Explain technical information in clear terms to promote better understanding for non-technical users.
• Walk individuals through device set-up, updates and basic troubleshooting tasks.
• Educate users on best practices, security protocols, and efficient use of software tools.
• Perform routine maintenance on systems and hardware to prevent issues and optimize performance.
• Respond to support tickets via phone, email, or help desk platforms, prioritizing based on urgency and impact.
• Monitor system alerts and logs to proactively identify and address potential issues.
• Document solutions and technical procedures in knowledge bases or internal systems for future reference.
• Record detailed notes during customer appointments, capturing symptoms, troubleshooting steps taken, and customer feedback in real time.
• Log all customer interactions—including phone calls, emails, and in-person visits—into the ticketing or CRM system using a standardized format.
• Summarize key issues and resolutions clearly to ensure continuity of support across team members and future follow-ups.
• Schedule and document follow-ups, including next steps and customer expectations, to maintain accountability and service consistency.
• Mentor fellow colleagues about successfully completing contracts with carriers like Optus, Telstra and Vodafone.
• Provide support to fellow colleagues to troubleshoot any
  incomplete contracts and raise tickets in the carrier
  portal.
• Collaborate with Apple Repair Center, Apple Online Support, Apple Care, Channel Support System and Global Support Exchange to escalate complex issues, support online, raise safety concerns, provide feedback and conduct further investigation.

• Designed and implemented a system to record patient
journeys at St George Hospital.
• Integrated patient data with clinical studies and trial
organizations.
• Developed reporting features for data retrieval and analysis.
• Ensured data accuracy and network security, complying with a 21-year retention policy.
• Managed access control for different staff levels and trial
organizations.

• Recommended products to customers, thoroughly explaining details.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Communicated with vendors regarding backorder availability, future inventory and special orders.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
• Handled customer inquiries and suggestions courteously and professionally.

• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Monitored security and handled incidents calmly.
• Solved payment issues for customers exiting the car park
  by providing manual access and raising tickets.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.

• Generated and designed Mockups and Prototypes.
• Completed tasks assigned to me using JIRA.
• Completed research, compiled data, updated spreadsheets and produced timely reports.
• Collaborated with senior personnel to define and meet data modelling standards for deep dive projects.
• Developed database solutions in multiple SQL languages.

• Worked well in a team setting, providing support and guidance.
• Strengthened communication skills through regular interactions with others.
• Worked effectively in fast-paced environments.

• Developed and maintained advanced Android application "Checker 19" for COVID test site locations and alerts.
• Ensured the performance, quality, and responsiveness of the application.
• Integrated with external data sources and APIs.
• Conducted unit tests and debugged code to ensure robustness and reliability.

Transferred 150 credits from BRAC University and changed major to IT.

Transferred to La Trobe University after completing 220 credits.