ISHWINDER KAUR
Croydon,VIC
Summary
IT professional prepared to enhance service delivery and support operations. Proven success in resolving technical issues and ensuring smooth IT operations. Focused on team collaboration and adaptable to changing needs. Skilled in troubleshooting, system maintenance, and customer service. Software Development professional prepared for challenging role. Significant experience in coding, debugging, and collaborating on team projects. Known for reliability and adaptability in dynamic environments. Expertise in programming, problem-solving, and effective communication.
Overview
9
9
years of professional experience
Work History
IT Support & Service Desk Assistant
Federation University Australia
05.2024 - 01.2025
- - Provided customers with timely responses to telephone and email-based requests, ensuring professional and helpful service.
- - Managed the service desk database by logging, updating, and tracking queries to ensure resolution within SLAs.
- - Escalated issues in line with standard operating procedures, ensuring all relevant diagnostic information was included.
- - Collaborated with the Application Systems Manager and IT teams to support system health checks and assist in the resolution of technical issues.
- - Contributed to internal knowledge base development by documenting common issues and solutions.
Junior Product & Marketing Assistant (Freelance Project)
Melbourne-based Tech Consultancy
Australia
12.2023 - 04.2024
- - Helped define and package internal AI automation tools into service offerings for SME clients.
- - Collaborated with the marketing team to create clear and engaging product descriptions, service landing pages, and FAQ content.
- - Conducted market research to benchmark competitor services and suggest differentiation angles.
- - Contributed to the structure of a managed cloud service bundle for small businesses using AWS and Google Cloud platforms.
- - Assisted in preparing visual materials using Canva and Figma to present service workflows and features.
Technical Assistant (University Capstone Project)
Federation University Australia
Melbourne
07.2023 - 11.2023
- - Participated in designing an AI-driven virtual assistant concept for student services, simulating agent workflows and response logic.
- - Created technical documentation, service flowcharts, and stakeholder presentations.
- - Monitored new AI trends and tools (e.g., GPT, Rasa, Dialog flow) to support feature evaluation.
- - Contributed to pitch decks and mock service rollout plans with value propositions for university leadership.
Data Processing Officer
Indian Institute of Engineering, Ludhiana, India
India
09.2015 - 08.2017
- - Delivered accurate administrative and technical support for cross-departmental functions.
- - Supported internal process improvement by helping structure service workflows.
- - Managed documentation and ensured data accuracy and compliance.
Education
Master of Technology - Software Engineering
Federation University Australia
Melbourne11-2024
Bachelor of Technology - Computer Science & Engineering
Punjab Technical University
India06-2015
Skills
- Technical Documentation & Messaging
- Strong work ethic Training and mentoring
- Microsoft windows and office
- Strong programming skills
- UI and UX design
- Data visualization tools
- Software testing
- Software project management
- Web app development
Languages
English
Timeline
IT Support & Service Desk Assistant
Federation University Australia
05.2024 - 01.2025
Junior Product & Marketing Assistant (Freelance Project)
Melbourne-based Tech Consultancy
12.2023 - 04.2024
Technical Assistant (University Capstone Project)
Federation University Australia
07.2023 - 11.2023
Data Processing Officer
Indian Institute of Engineering, Ludhiana, India
09.2015 - 08.2017
Bachelor of Technology - Computer Science & Engineering
Punjab Technical University
Master of Technology - Software Engineering
Federation University Australia
Work Authorization
Full working rights in Australia