NAHID CHOWDHURY
Kingsbury,Australia
Summary
A highly skilled and results-driven Customer Service Officer with a strong foundation in Information Technology.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Customer Service Representative
Webcentral Group
12.2023 - Current
- Provide comprehensive support to customers across various channels, including phone, email, and live chat
- Provide technical assistance, fault finding and troubleshooting in a wide range of products and services, including network configuration, domain names, email services, Microsoft 365 , Web hosting products, and NBN Internet services.
- Authenticate, manage and change/adjust passwords and security settings and Guide, assist and provide training to users where needed.
- Conduct diagnostic analysis concerning performance issues and identify areas for improvement as well as areas of concern (troubleshooting) to then assist in system performance upgrades, software and hardware upgrades including security patches, backups, installs, and supporting network maintenance all in an efficient and prompt manner until customers are completely satisfied.
- Serve as a key point of contact for pre and post-sale support, working closely with sales teams to address customer inquiries and provide guidance on product offerings
- Maintain a high level of professionalism and empathy in all interactions, consistently exceeding customer expectations and fostering positive relationships
Education
Master of Information Technology, Networking and Security -
CQU
Melbourne, VIC01.2021
Skills
- Operating Systems: Windows, macOS, Linux
- Cloud Platforms: Microsoft Azure, Amazon Web Services (AWS)
- Networking: Routers, Switches, TCP/IP, DNS, DHCP, VPN, LAN/WAN
- Software & Tools: Microsoft Office Suite, Active Directory, Microsoft Power BI
- Help Desk Ticketing Systems: Jira, Upmind, Zendesk, Greentree
- CRM Tools: Salesforce
- Hardware: Desktops, Laptops, Printers, Scanners, Mobile Devices
- Troubleshooting : Hardware & Software Issues , Network Connectivity Issues , Website & Email Issues
Certification
Google IT Support Professional Certificate Course - IT support program developed by Google, that covers troubleshooting, networking, operating systems, system administration, and security, and includes hands-on labs .
Google Cybersecurity professional Certificate Course - This course covers identify common risks, threats, and vulnerabilities , Using Security Information and Event Management (SIEM) tools .
Windows 10 : troubleshooting Course for IT Support - This course covers troubleshooting a range of Windows 10 issues commonly encountered by IT professionals—especially help desk professionals tasked with user support .
Personal Qualities
- Well-developed customer service skills.
- Strong negotiation and problem-solving skills.
- Strong verbal and written communication skills.
- Demonstrated ability to work effectively and efficiently in a team environment and unsupervised.
- Empathy and a genuine desire to help people.
- Able to give in a fast-paced customer service environment.
- Able to do multi-task, prioritise and manage your own workload.
References
Available upon request
Timeline
Customer Service Representative
Webcentral Group
12.2023 - Current
Master of Information Technology, Networking and Security -
CQU
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