Muhammad Usman Ahmad
Sydney,Australia
Summary
Innovative and self-motivated ICT Business Analyst. Business Analyst successful at responding to shifting business needs and priorities. Well-versed in operational assessment strategies and functional analysis methodologies for businesses.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Patrol Officer
Southern Cross Protection
05.2024 - Current
- Prepared detailed reports documenting daily patrols, incidents encountered, and actions taken during shifts.
- Handled crisis situations effectively by utilizing strong communication skills, de-escalation techniques, and sound judgment under pressure.
- Monitored crowded public areas and events to mitigate risk and promote safety.
- Served as a field training officer for new recruits – sharing knowledge gained from experience on patrol-helping them excel in their roles.
IT Field Support Technician
Hi-Mark Computers
02.2023 - 04.2023
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
- Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
Console Operator
bp
01.2020 - 07.2020
- Resolved customer complaints with critical and analytical thinking, reducing complaints by 35% and increasing customer satisfaction by 5% over 6 months thus adding value to the business
- Communicated with customers, both written and verbally, to identify problems, provided solutions, and ensured their satisfaction
- Monitored customer feedback and suggestions, created user stories and analyzed customer service data to improve customer service
Education
Bachelor of Business Information Systems - Business Information Systems
Australian Institute of Higher Education
05.2023
Diploma of Project Management - Project Management
Australian Vocational Training Institute
08.2019
Skills
- Information Security
- Data Mining
- Database Management
- Programming
- Customer Service
- Time Management
- Documentation
- System Administration
- Project Management
- Data Analysis
- Business Analysis
- Requirements Analysis
- Agile Methodologies
- Benefits Realisation
- Cross-functional Collaborations
- Software Architecture
- Software Development Life Cycle (SDLC)
- Requirements Gathering
- Agile Project Management
- Stakeholder Management
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Visio
- Leadership
- Facilitation
- Interpersonal Skills
- Analytical Skills
- Conflict Resolution
- Easily Adaptable
- Organization Skills
- Teamwork
- Influential Communicator
- Assertive Communication
- Active Listening
- Critical Thinking
- Problem Solving
- Remote support
- Network configuration
- Hardware installation
- Hardware troubleshooting
- Hardware and software configuration
- Installation of devices
- switches and routers
Certification
- Agile Foundations, LinkedIn, 2023
- Asking Effective Questions During Requirements Elicitation, LinkedIn, 2023
- Building Customer Relationships in a Virtual Environment, Skillsoft, 2023
- Business Analysis Analytical Techniques, Skillsoft, 2023
- Business Analysis Foundations: Business Process Modeling, LinkedIn, 2023
- Business Analysis Overview, Skillsoft, 2023
- Expert Insights on Setting and Managing Priorities, Skillsoft, 2023
- Learning from Failure and Success, Skillsoft, 2023
- Managing Project Stakeholders, LinkedIn, 2023
- Optimizing Virtual Collaboration, Skillsoft, 2023
- RADD Knowledge Area: Part 1, Skillsoft, 2023
- RADD Knowledge Area: Part 2, Skillsoft, 2023
- Software Development Life Cycle (SDLC), LinkedIn, 2023
- The BA Elicitation and Collaboration Knowledge Area, Skillsoft, 2023
- The BA Planning and Monitoring Knowledge Area, Skillsoft, 2023
- The Requirements Life Cycle Management Knowledge Area, Skillsoft, 2023
- The Solution Evaluation Knowledge Area, Skillsoft, 2023
- The Strategy Analysis Knowledge Area, Skillsoft, 2023
- Visio 2021 Essential Training (Office 2021/LTSC), LinkedIn, 2023
- Software Architecture Foundations, LinkedIn, 2023
Timeline
Patrol Officer
Southern Cross Protection
05.2024 - Current
IT Field Support Technician
Hi-Mark Computers
02.2023 - 04.2023
Console Operator
bp
01.2020 - 07.2020
Bachelor of Business Information Systems - Business Information Systems
Australian Institute of Higher Education
Diploma of Project Management - Project Management
Australian Vocational Training Institute
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