AYNUL QUADER
Cannington,WA
Summary
Detail-oriented Service Desk Analyst (Intern) skilled in providing first-level support via phone, email, and in-person for complex organizations. Experience with Windows, Office 365, ServiceNow, Active Directory, and VPN, with hands-on involvement in incident management and employee onboarding. Actively pursue CompTIA certification while demonstrating flexibility across shift schedules.
Overview
3
3
years of professional experience
Work History
IT Service Desk Analyst
St John WA - Belmont Head Office
WA, WA
05.2026 - Current
- Provide first-level support via phone, walkup and email, troubleshooting desktops, laptops, mobile devices, printers, Windows, Office 365, VPN, and Active Directory.
- Prioritize, record, and track incidents and service requests in ServiceNow, working to defined processes and SLAs.
- Solve issues for account, device, shared mailbox, license queries through microsoft exchange, Intune, entra admin centers.
- Resolved technical issues for paramedics and hospital staff by diagnosing problems and providing solutions over the phone using systems like WebCAD, CAD, Best Practice, and D4W, ensuring critical services remained operational.
- Supported employee onboarding and offboarding by provisioning accounts in Active Directory and Microsoft Intune, setting up hardware for new starters to facilitate a smooth transition.
- Escalate incidents with clear documentation, collaborating with technicians to help resolve repeat issues.
- Communicated technical issues and solutions clearly to frontline paramedics and non-technical staff, tailoring explanations to enhance understanding without technical jargon.
- Tracking the assets and documenting in ServiceNow to ensure that the asset management is updated.
Intern Business Analyst
Australia Agritech
Perth, WA
12.2023 - 06.2024
- Contributed to the development of Power BI dashboards and BPMN workflow mapping in Signavio, identifying and communicating process inefficiencies that informed team decisions.
- Engaged with 6–7 stakeholders to gather requirements for DJI drones to supply to consumer (farmers), translating business needs into structured documentation that improved clarity and informed process enhancements.
- Gained positive feedback from supervisor for delivering high-quality documentation and analysis that supported project objectives throughout the internship.
IT Security Project - Scrum Master
City of South Perth
Perth, WA
07.2024 - 11.2024
- Facilitated daily catch-ups and planning sessions as Scrum Master through Microsoft Teams, focusing the team and removing roadblocks to maintain workflow.
- Kept security upgrade for 350+ devices on track by collaborating with internal teams and vendors, meeting deadlines and agreements by using smartsheet.
- Maintained project records and documentation throughout engagement, ensuring traceability of decisions and outcomes.
Customer Support Specialist
Officeworks
East Victoria Park, WA
09.2023 - 08.2026
- Supported high volumes of customer enquiries across phone, email, and face-to-face channels, consistently exceeding KPI targets by 12%.
- Helped customers on shop floor with friendly, proactive service, guiding product selection and purchase decisions.
- Assisted customers in the print and copy area with document printing, Adobe Illustrator files, and PDF scanning tools.
- Fixed printer faults with Canon and Konica Minolta devices to keep printing operations running smoothly and reduce customer delays.
- Checked SAP stock records against physical counts and corrected mismatches to maintain accurate inventory data.
Education
Bachelor of Commerce - Business Information Systems
Curtin University
Bentley, WA06-2025
Skills
- Incident management
- Office 365 support
- Intune administration
- Attention to detail
- Problem solving
- Team collaboration
- ITIL framework
- Process mapping
- Workflow analysis
- Power BI reporting
LEADERSHIP & COMMUNITY
- Bangladesh Student Association - Curtin University, General Secretary, 2023, 2024, Coordinated events, timelines, and logistics for a diverse volunteer committee, managing multiple stakeholders and deadlines simultaneously.
- Curtin University, UniMentor, Perth, WA, 2023, 2024, Supported new students from diverse backgrounds through campus tours and weekly personalised communications, adapting communication style to individual needs.
Timeline
IT Service Desk Analyst
St John WA - Belmont Head Office
05.2026 - Current
IT Security Project - Scrum Master
City of South Perth
07.2024 - 11.2024
Intern Business Analyst
Australia Agritech
12.2023 - 06.2024
Customer Support Specialist
Officeworks
09.2023 - 08.2026
Bachelor of Commerce - Business Information Systems
Curtin University