Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Timeline
Generic

Mushfiqul Alam

Perth

Summary

Dynamic IT professional with a proven track record at Synergy, enhancing service desk efficiency and first-call resolution rates. Skilled in ticketing systems and effective communication, I excel in training and coaching teams while driving process improvements. Committed to delivering exceptional customer service and fostering collaboration across departments for optimal results.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

4
4
years of professional experience

Work History

Service Desk Officer

Synergy
01.2024 - Current
  • Trained new staff members on company policies and procedures.
  • Reduced response time for IT support requests through effective communication and escalation procedures.
  • Maintained detailed records of user interactions, identifying recurring problems for further analysis and resolution.
  • Provided remote support to users across multiple locations, ensuring consistent service quality regardless of geographical distance.
  • Contributed to increased first-call resolution rates by expanding personal technical knowledge and skills through ongoing training.
  • Improved service desk efficiency by streamlining ticket handling and prioritization processes.
  • Played an integral role in successful system upgrades and migrations, minimizing disruptions to end-users during the transition period.
  • Offered assistance in implementing and developing training programs.
  • Generated reports to track performance and analyze trends.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Continuously sought opportunities for process improvements within the Service Desk operations, implementing changes that led to increased productivity levels among team members.
  • Coordinated with other departments to resolve complex issues, promoting interdepartmental collaboration and knowledge sharing.
  • Managed critical incidents effectively by coordinating resources between different teams while keeping stakeholders informed of progress towards resolution.

IT Administrator

Smith Coffey Financial Management
05.2022 - 01.2024
  • Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
  • Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
  • Reduced company downtime by proactively managing server backups and disaster recovery planning.
  • Achieved faster network connectivity by installing high-performance routers, switches, and access points.
  • Enhanced data security through the deployment of firewalls, antivirus software, and intrusion detection systems.
  • Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
  • Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
  • Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
  • Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
  • Conducted regular audits of hardware inventory to ensure accurate tracking of assets throughout their lifecycle.
  • Monitored server performance using advanced diagnostic tools leading to proactive identification of potential bottlenecks before impacting operations negatively.
  • Facilitated smooth software upgrades, ensuring minimal disruption to daily operations.
  • Accelerated project delivery times, employing agile methodologies for IT project management.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and resolved hardware and software issues.
  • Planned and implemented upgrades to system hardware and software.

Office Administrator

Vanstar Holdings
01.2021 - 05.2022
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Managed payroll processing for staff, ensuring accuracy and timely disbursement of salaries.
  • Oversaw inventory management, ensuring office supplies were adequately stocked without overordering.
  • Implemented digital document management system, reducing paper waste and promoting environmental sustainability.
  • Maintained confidentiality of sensitive information, adhering to strict data protection policies.
  • Assisted in creation of performance reports, providing insights that informed management decisions.
  • Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
  • Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
  • Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
  • Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.

Education

Master of Science - Management Information Systems

Edith Cowan University
Perth, WA
08-2021

BBA - Accounting

North South University
Dhaka, Bangladesh
08-2018

Skills

  • Ticketing system experience
  • Empathy and patience
  • Escalation handling
  • Training and coaching
  • ITIL framework
  • SLA management
  • Hardware expertise
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Microsoft windows and office
  • Multitasking Abilities
  • Reliability
  • Effective communication
  • Remote technical support
  • Project management

Accomplishments

    Synergy Quarterly Staff Awardee for Innovation

Affiliations

  • Australian Computer Society

Languages

English
Full Professional
Bengali
Native or Bilingual

Timeline

Service Desk Officer

Synergy
01.2024 - Current

IT Administrator

Smith Coffey Financial Management
05.2022 - 01.2024

Office Administrator

Vanstar Holdings
01.2021 - 05.2022

Master of Science - Management Information Systems

Edith Cowan University

BBA - Accounting

North South University

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Mushfiqul Alam