Ibrahim Meno
Brookfield,VIC
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in [Type] environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions. Experienced mapping data and writing SQL scripts to extract data from SQL databases. In the last year and a half working in my role I helped my organisation reduce ticket numbers by approximately 40% by addressing underlying problems.
Overview
7
7
years of professional experience
Work History
Support Analyst
Auto-IT
10.2022 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Reduced downtime with proactive monitoring and troubleshooting of critical systems.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Managed multiple projects simultaneously, ensuring timely completion within scope and budget constraints.
- Served as a subject matter expert in key business applications, providing advanced-level assistance to colleagues and clients alike.
- Supported users with software, hardware and network issues.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Maintained strong knowledge of third-party risk management within vertical industry.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Utilised our help desk tool which is ITIL based
Retail Sales Specialist
Sydney Tools
02.2022 - Current
- Increased customer satisfaction by providing expert product knowledge and personalized recommendations.
- Boosted sales revenue through effective upselling and cross-selling techniques.
- Maintained a well-organized and visually appealing store environment for optimal customer experience.
- Collaborated with team members to achieve monthly sales targets and maintain high-performance standards.
Home Improvement Specialist
Meno’s Home Improvement
09.2020 - 02.2022
- Increased customer satisfaction by providing tailored home improvement solutions and personalized consultations.
- Implemented innovative designs and techniques for various remodeling projects, enhancing overall aesthetic appeal.
- Collaborated with clients to develop comprehensive project plans, ensuring timely completion and adherence to budget constraints.
- Delivered high-quality craftsmanship through meticulous attention to detail, resulting in long-lasting improvements.
- Established strong relationships with vendors and suppliers, securing competitive pricing for materials and services.
Sales and Operations Manager
L&V Fencing Solutions
04.2017 - 09.2020
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
Diploma of Information Technology Networking -
01.2016
VCE Completion -
01.2013
Skills
- User Account Management
- Support Ticketing Systems
- Internal Technical Communications
- System Standards Documentation
- Application Support
- Incident Management
- Remote Support
- Customer Service
- Time Management
- Data Analysis
- Stress Management
- Technical Troubleshooting
- Software Knowledge
- Critical Thinking
- Team Collaboration
- Multitasking Abilities
- Analytical Skills
- Ticketing Systems
- ITIL Processes
- SQL Scripting
interest
I am writing to state my interest in applying for the above role.
resume
I have attached my résumé, which defines the strengths I bring to the table in relation to this new role. However, in saying this, I have also taken the liberty of preparing the following statements that respond to the advertisement’s criteria: I have a strong background in client contact / client interfacing. I am a key central contact in my role at Sydney Tools where I liaised with internal and external audiences. I was admired for my well-developed communication skills, delivering and conveying clear information to help resolve issues, remove obstacles and ensure deliverables were met. In addition, I have worked at an Automotive dealership, providing me the required skills and knowledge to provide to clients. I possess skills in Support Framework functions, especially using Microsoft Functionality and systems. I possess an excellent all round understanding of Networking and Server Configuration. This is critical because I can “logically” troubleshoot issues. Career wise, I really want to take up this challenging role. I know I have what it takes to make an immediate contribution and also find genuine job satisfaction. I am available to start within 2 weeks of notice and have all my evidence ready to support my application. I thank you for considering my application and look forward to hearing from you.
career track record
- 02/01/22, Current, Retail Sales Specialist, Sydney Tools
- 09/01/20, 02/01/22, Home Improvement Specialist, Meno’s Home Improvement
- 03/01/20, 09/01/20, New Vehicle Sales Consultant, Werribee Toyota
- 04/01/17, 03/01/20, Sales and Operations Manager, L&V Fencing Solutions
technology skills
- Design, installation and management of Computer networks using Windows Server 2012 R2
- Installation and configuration of client desktops using windows 10
- Securing a network
- Troubleshooting network problems
- Configuring virtual and wireless networks
- Professional development
- MS SQL SERVER 2005: Basic
- Windows 2000/NT/XP/7/8/10 O/S: Advanced
- MS Office (Excel, Word, PowerPoint): Advanced
back office skills
- Project team support
- Requirements gathering
- Quality Assurance
- Monitor client satisfaction
- Support testing activities
- Revisions and maintenance
- Update end user manuals
- UAT
frontline skills
- Stakeholder liaison and Client interfacing
- Train / coach end-users
- Logging and recording incidents
- Act as central point of contact
support analyst
Application Support Consultant
references
PROFESSIONAL REFEREES AND FURTHER EVIDENCE OF ACHIEVEMENTS AVAILABLE UPON INTERVIEW
Timeline
Support Analyst
Auto-IT
10.2022 - Current
Retail Sales Specialist
Sydney Tools
02.2022 - Current
Home Improvement Specialist
Meno’s Home Improvement
09.2020 - 02.2022
Sales and Operations Manager
L&V Fencing Solutions
04.2017 - 09.2020
Diploma of Information Technology Networking -
VCE Completion -
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