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Summary
Overview
Skills
Work History
Education
Languages
Timeline
Hi, I’m

Ahnaf Azad

Specialist @ Apple
Sydney ,NSW
There is nothing noble in being superior than your fellow men. True nobility lies in being superior than your former self.
Ernest Hemingway
Ahnaf Azad

Summary

Detail-oriented and solutions-driven Technical Support Specialist with proven expertise in diagnosing and resolving complex software and hardware issues across a variety of platforms and systems. Adept at providing exceptional end-user support, streamlining technical workflows, and implementing best practices to enhance operational efficiency. Known for a hands-on approach to problem-solving, strong communication skills, and a commitment to delivering timely, effective support in high-pressure environments. Experienced in managing device configurations, performing system upgrades, and collaborating cross-functionally to ensure seamless technology integration.

Overview

6
years of professional experience
11
years of post-secondary education
4
Languages

Skills

  • Project Management (JIRA, Confluence, Slack & Teams)
  • UI/UX Design (Figma, Canva, Adobe XD)
  • HTML, XML, CSS (VS Code, Sublime Text)
  • Java, JavaFX, JavaScript, PHP, REACT, C# (VS Code, IntelliJ, NetBeans, DrJava)
  • Proficient in ASPNET development
  • Entity Framework
  • API Integration (REST API)
  • Database Management (SQL, MySQL, Microsoft SQL Server, Oracle)
  • Database Administration (SQL Server Management Studio, phpMyAdmin, Firebase)
  • Java Database Connectivity (JDBC)
  • System Analysis and Configuration (Azure, GitHub, Trello)
  • Data Analysis (GitHub, Excel, Jupyter Notebook)
  • AWS (Amazon Web Services)
  • Telecommunications
  • Network Design and Architecture
  • Networking Protocols (TCP/IP, FTP, DNS)
  • IP Addressing and Subnetting (IPv4, IPv6)
  • Network Troubleshooting (WireShark, Cisco, PuTTY)
  • Network Security (Firewall, VPN)
  • Hardware configuration (PC, Router, Switch, Printer)
  • Hardware Repair (iPhone, iPad, Mac, HomePod, AirPod, other Apple and Beats accessories)
  • Hardware and Software updates
  • System Diagnostics and Analytics
  • Issue Resolution/Troubleshooting
  • Proficient in Microsoft 365 (Office)
  • Customer Service
  • Customer Relations
  • Staff Training & Mentoring
  • Problem-Solving Ability
  • Stock Management
  • Resource Allocation
  • Analytical Thinking
  • Critical Thinking
  • Conflict Resolution
  • Adaptability
  • Attention to Detail
  • Team Collaboration
  • Team Management
  • Team Development

Work History

Apple
Sydney, NSW

Technical Specialist
07.2023 - Current

Job overview

  • 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.

St George's Hospital

Group Project: Web-Based Patient Tracking System
01.2023 - 07.2023

Job overview

• 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.

Ampol Australia
Lansvale, NSW

Customer Service Attendant
02.2020 - 08.2024

Job overview

  • 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

ABF Freight
Mascot, NSW

Customer Service Agent
11.2022 - 04.2023

Job overview

  • 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.

Space Shuttle Car Park

Assistant Manager
03.2021 - 12.2021

Job overview

  • 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.

ITIC

Data Science Research Intern
10.2019 - 12.2019

Job overview

  • 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.

Grameen Restaurant
Lakemba, NSW

Front End Cashier
10.2019 - 12.2020

Job overview

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

La Trobe University

Project: Android App Development
04.2021 - 07.2021

Job overview

• 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.

Education

La Trobe University
Sydney, NSW

Bachelor of IT from Information Technology
06.2019 - 06.2023

BRAC University
Dhaka, Bangladesh

Bachelor of Computer Science & Engineering from Computer Science
02.2017 - 04.2019

Dhaka City College
Dhaka, Bangladesh

Higher-Secondary School Certificate (HSC) from Science
04.2014 - 04.2016

Saint Joseph Higher Secondary School
Dhaka, Bangladesh

Secondary School Certificate (SSC) from Science
01.2011 - 01.2014

Languages

English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Urdu
Upper intermediate (B2)

Timeline

Technical Specialist

Apple
07.2023 - Current

Group Project: Web-Based Patient Tracking System

St George's Hospital
01.2023 - 07.2023

Customer Service Agent

ABF Freight
11.2022 - 04.2023

Project: Android App Development

La Trobe University
04.2021 - 07.2021

Assistant Manager

Space Shuttle Car Park
03.2021 - 12.2021

Customer Service Attendant

Ampol Australia
02.2020 - 08.2024

Data Science Research Intern

ITIC
10.2019 - 12.2019

Front End Cashier

Grameen Restaurant
10.2019 - 12.2020

La Trobe University

Bachelor of IT from Information Technology
06.2019 - 06.2023

BRAC University

Bachelor of Computer Science & Engineering from Computer Science
02.2017 - 04.2019

Dhaka City College

Higher-Secondary School Certificate (HSC) from Science
04.2014 - 04.2016

Saint Joseph Higher Secondary School

Secondary School Certificate (SSC) from Science
01.2011 - 01.2014
Ahnaf AzadSpecialist @ Apple