Muhammad Safwan Naseem
Wright,ACT
Summary
- Enthusiastic IT professional seeking to benefit IT department with complex technical knowledge and strong time management skills. Skilled at building rapport with diverse individuals while handling complex technical issues. Proactive and hardworking team player with focused mentality and rigorous approach.
Overview
8
8
years of professional experience
Work History
IT Support Officer
Koomarri
Canberra/Phillip, Australian Capital Territory
06.2022 - Current
- Evaluated performance of support staff and provided coaching to improve performance.
- Resolved complex and escalated support issues.
- Monitored staff interactions with customers to provide real-time coaching.
- Provided ongoing training to maintain productivity and effectiveness of staff.
- Reported concerns and recommendations from clients and employees to senior management.
- Applied account feedback to identify service deficiencies and develop solutions.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Tracked and prioritized IT tickets and requests based on severity and potential business disruptions involved.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Delivered local and remote Tier 1 and 2 IT support for hardware and software to company personnel.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Maintained up-to-date case documentation for future reference.
- Used remote login tools to assist clients with technical and product questions.
- Performed walk-throughs for new hires to aid in technological onboarding processes.
- Managed user profiles, security access and shared file structures.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
Information Technologist
Prime7
Canberra/Watson, ACT
10.2021 - 03.2022
- Respond to incoming requests from customers via telephone and email in a courteous and emphatic manner.
- Managing Active Directory Services.
- Managing Active Directory users, groups, & polices.
- Immediately resolve requests where possible, or identify likely cause, priorities and escalate in accordance with the standard procedures.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Follow up on calls to ensure they are processed in accordance with service levels, priorities and procedures and keep the customer informed of progress.
- Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System.
- Desktop applications installation and troubleshooting.
- Daily activity and Troubleshooting for both desktop and windows issues.
- All sort of Microsoft office problems and application support.
- Connected with customers to explain system changes and integrate customer feedback into improvement processes.
- Exchange troubleshoot involves Account setup, profile recreation, archiving issues with PST files, mailbox clean up, backups, mail forwarding, filtering, quarantine emails etc.
- Network diagnostic, pc breakdown troubleshoots, Hardware diagnostic.
- Remote assistance.
- Deploy software / application on computers.
- Perform all user administration activity like giving local admin access handling computer management for disk drives, application management, Mapping network drives and home drives.
- Provide timely updates.
- Record problems and solutions in the Help Desk System Knowledge Base (service plus).
- Engages team members for support as required to ensure internal or external business and end user SLA demands are met.
- Directed calls to product line specialists, application and system specialists and vendor resources and alerted management to recurring problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Representative
Coles
Melbourne/ Port Melbourne, VIC
09.2016 - 08.2019
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assessed customer needs and upsold products and services to maximize sales.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Education
Bachelor of Information Technology -
Melbourne Polytechnic
Melbourne VIC08.2020
Diploma of Information Technology -
Imperial College Of Australia
Melbourne VIC10.2016
Cert lV of Information Technology -
Imperial College Of Australia
Melbourne VIC05.2015
Cert III of Information Technology -
Imperial College Of Australia
Melbourne VIC08.2014
Skills
- Hardware configuration
- Application installations
- Hardware diagnostics
- Software upgrades
- Service desk support
- Computer maintenance
- Technical troubleshooting
- Report creation
- Report generation
- Customer education
- Deficiency documentation
- Technical support
- MS Office
- Emergency Response
- Citrix Director and Remote access
- Microsoft Exchange
- Technical support understanding
- Customer service expertise
- Problem resolution
- LAN/WAN
- Microsoft Office
References
Reference available upon request
Timeline
IT Support Officer
Koomarri
06.2022 - Current
Information Technologist
Prime7
10.2021 - 03.2022
Customer Service Representative
Coles
09.2016 - 08.2019
Bachelor of Information Technology -
Melbourne Polytechnic
Diploma of Information Technology -
Imperial College Of Australia
Cert lV of Information Technology -
Imperial College Of Australia
Cert III of Information Technology -
Imperial College Of Australia
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