Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
Websites
References
Timeline
Generic

Muhammad Usama

Truganina,VIC

Summary

Detail-oriented IS Service Desk Analyst skilled in troubleshooting and resolving complex hardware and software issues. Proven ability to enhance customer satisfaction through effective communication and collaboration.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IS Service Desk Analyst - Sites Liaison

Bolton Clarke
Forest Hill, VIC
08.2024 - Current
  • Provided technical support for software and hardware issues in healthcare environments.
  • Documented service requests and resolutions in the ticketing system for tracking purposes.
  • Collaborated with the IT team to troubleshoot network and connectivity problems.
  • Monitored service desk performance metrics to identify areas for improvement.
  • Maintained inventory of IT equipment and software licenses for efficient operations.
  • Provided first-level technical support to customers with IT related issues.
  • Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
  • Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
  • Troubleshot and resolved hardware, software, network, and peripheral device problems.
  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Oversaw daily performance of computer systems.
  • Assisted users with remote access tools to enhance productivity and workflow.

Customer Service Officer

Bolton Clarke
Forest Hill, VIC
05.2023 - 08.2024
  • Assisted customers with inquiries and product information effectively.
  • Collaborated with team members to resolve complex customer issues promptly.
  • Provided feedback on service improvements to enhance customer satisfaction.
  • Resolved customer issues in an efficient and timely manner.
  • Answered phone with apositive attitude and asked questions to better understand customer needs.
  • Educated customers on products and services offered by the company.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Game Developer

ABC Games Studios
Lahore, Punjab
12.2018 - 12.2019
  • Designed engaging gameplay mechanics and user interfaces for various game projects.
  • Collaborated with artists and designers to create cohesive game assets.
  • Implemented coding solutions using C# and Unity for smooth gameplay experiences.
  • Wrote code to determine the mechanics and gameplay of new software.

Education

Masters of IT - Information Technology

Monash University
Clayton, VIC
07-2022

Bachelors in Software Engineering - Software Engineering

Beaconhouse National University
Lahore
06-2018

A-Levels - Science

Beaconhouse School System
Lahore, Punjab
06-2014

Skills

  • Technical support
  • Ticketing system management
  • Network troubleshooting
  • Software configuration
  • Customer relationship management
  • Hardware installation
  • Incident resolution
  • Remote access support
  • Problem solving
  • User training
  • Inventory management
  • Service improvement analysis
  • Account management
  • Bug detection
  • Software support
  • Escalation management

Affiliations

  • Netball umpire - badged
  • Basketball and volleyball player
  • Fan of single-player games

Accomplishments

  • Awarded 'Rooster of the Week' multiple times, current job
  • Selected upmire for grand finals multiple times

Certification

  • Google Data Analyst course - Foundations: Data, Data, Everywhere
  • Google Data Analyst course - ask questions to make data-driven decisions
  • Distinction holder in bachelors

Languages

English
Professional
Urd
Professional
Punjabi
Professional

References

References available upon request.

Timeline

IS Service Desk Analyst - Sites Liaison

Bolton Clarke
08.2024 - Current

Customer Service Officer

Bolton Clarke
05.2023 - 08.2024

Game Developer

ABC Games Studios
12.2018 - 12.2019

Masters of IT - Information Technology

Monash University

Bachelors in Software Engineering - Software Engineering

Beaconhouse National University

A-Levels - Science

Beaconhouse School System

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Muhammad Usama