Inzamam Imtiyaz
Noble Park North,Australia
Summary
Self-motivated, dynamic committed and resulted oriented IT professional with expertise in computer network, software applications, security, and customer skills. I am diligent individual open for a job that provides a competitive position with major focus on flexibility, innovation, and experimental learning. I am looking forward to overcome any challenges placed ahead and determined in reaching my goal with upmost determination.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Relations & Application Specialist (ICT)
Deliverit Software
07.2021 - 11.2023
- Assisted in the development of product documentation, creating easy-to-follow user guides and manuals.
- Increased customer satisfaction ratings through prompt resolution of technical issues via phone, email, or onsite assistance.
- Optimized system functionality by conducting routine maintenance tasks, including software updates and bug fixes.
- Streamlined communication between departments by establishing clear channels for sharing information.
- Provided training and support to end-users, ensuring smooth adoption of new technologies.
- Created manuals and published guidelines for proper use of systems.
Customer Relation (2IC)
Deliverit Software
06.2020 - 07.2021
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Facilitated successful conflict resolution between customers and company representatives, fostering positive outcomes for all parties involved.
- Provided exceptional support during high volume periods, maintaining professionalism and efficiency under pressure.
- Championed department-wide changes aimed at simplifying processes without compromising service quality.
- Served as an escalation point for challenging cases requiring specialized knowledge or authority, ensuring swift resolutions that satisfied both parties.
Application Support Specialist
Deliverit Software
04.2019 - 06.2020
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Provided training to end users on new and updated systems and software.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Technical Support Intern
Leapfrog Market
03.2019 - 06.2019
- Reduced call resolution times by effectively troubleshooting and resolving technical problems.
- Developed strong problem-solving and critical thinking skills to tackle complex issues under tight deadlines while maintaining a customer-centric approach at all times.
- Gained proficiency in various operating systems, software applications, and hardware devices through rigorous hands-on training sessions.
- Aided senior technicians during complex problem-solving tasks, gaining valuable hands-on experience and knowledge transfer opportunities.
Client Support Advisor
Box Hill Institute
02.2018 - 04.2018
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
Education
Diploma of Information Technology Networking -
Danford College
Melbourne, VIC09.2021
Bachelor of Information Technology - Cyber Security
Deakin University
Burwood, VIC06.2018
Diploma in Computing & IT -
Australian College of Business & Technology
Sri Lanka02.2015
Certificate IV Foundation Program (Information Technology) -
Australian College of Business & Technology
Sri Lanka10.2013
Skills
- Expert Troubleshooting
- Microsoft Office 365
- Network Security
- Technical Support
- User Training
- Technical Documentation
- API Integration
- Customer Relationship Management
- Call center experience
- CRM software proficiency
- Microsoft Office proficiency
Certification
- Microsoft Certified Professional (MCP)
- Microsoft Certified Technology Specialist (MCTS)
- Diploma in Hardware & Network Administration
Technical Tools
TeamViewer, ConnectWise, AnyDesk, NetSuite, Jira, Trello, 3CX, DialPad
References
PROFESSIONAL & PERSONAL REFERENCES CAN BE PROVIDED UPON REQUEST.
Timeline
Customer Relations & Application Specialist (ICT)
Deliverit Software
07.2021 - 11.2023
Customer Relation (2IC)
Deliverit Software
06.2020 - 07.2021
Application Support Specialist
Deliverit Software
04.2019 - 06.2020
Technical Support Intern
Leapfrog Market
03.2019 - 06.2019
Client Support Advisor
Box Hill Institute
02.2018 - 04.2018
Diploma of Information Technology Networking -
Danford College
Bachelor of Information Technology - Cyber Security
Deakin University
Diploma in Computing & IT -
Australian College of Business & Technology
Certificate IV Foundation Program (Information Technology) -
Australian College of Business & Technology
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