Minhal Ahmed

A dedicated and results-driven IT professional with full working rights in Australia and a strong track record in incident, problem, and request management within IT service environments. Demonstrates advanced proficiency in accurately logging, classifying, prioritizing, and resolving technical issues across multiple communication channels, ensuring adherence to strict SLA commitments.

Experienced in proactive escalation procedures, root cause analysis, and the creation of detailed problem records to support long-term resolution strategies. Skilled in leveraging ITSM platforms to maintain comprehensive documentation, develop high-quality knowledge base articles, and support continuous service improvement initiatives.

Renowned for delivering consistently high levels of customer service, maintaining clear and professional communication with both technical and non-technical stakeholders, and driving operational efficiency through structured support methodologies and best practices.

• IT Helpdesk Support Troubleshooting Level1/2
• Microsoft Azure Practitioner

Title: Core Community Services Mobile App Dec 22, King’s Own Institute, Sydney, Objective: To create a user-friendly application to help aged care group., Tools: Android application, Java, android software development kit (SDK), Gradle and XML., Duties: I developed a mobile app using Android Studio as part of a university project. During the development process, I designed and implemented UI/UX features, such as user authentication and database integration. To create dynamic and responsive user interfaces, I utilized Java and XML programming languages. Additionally, I collaborated with a team of four developers to integrate functionalities and debug issues., Outcome: This experience has enhanced my proficiency in mobile app development, demonstrated my ability to work in a team, and showcased my dedication to achieving high-quality results. We presented our project in a class presentation, showcasing our app's features and design. Additionally, we wrote a report detailing our project's development and findings, highlighting the significance of our app's user interface design and functionality. Through this project, I gained experience in mobile app development, strengthened my teamwork skills, and learned how to present and report project outcomes effectively., Result: Achieved a Distinction.

Australian Computer Society (ACS)

• Ability to work effectively within a team and contribute to tasks to achieve organisational objectives at my current workplace, which has allowed me to take lead and develop my leadership skills.
• Prioritize tasks based on their severity level and work on a strict schedule to ensure deadlines are met, increasing efficiency and productivity levels.
• Through my work experience and education, I have developed strong communication skills, and I'm able to clearly convey points to different audiences.
• Demonstrated a strong commitment to completing tasks with attention to detail and deadlines, as evidenced by consistently achieving top grades in university coursework and exceeding sales targets in previous customer service roles.