OMER SYED
Truganina,Australia
Summary
Aspiring IT Analyst/ technician with extensive experience in end-user troubleshooting and high-volume system environments. Currently managing system workflows at Orikan, resolving complex issues with a background in Level 1 technical support for POS systems and connectivity. Proficient in Microsoft 365, SQL, and basic networking concepts, demonstrating a proactive approach to problem-solving. Recognized for effective communication, reliability, and efficient issue resolution in fast-paced settings.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CLIENT INFRINGEMENT SERVICE REPRESENTATIVE
ORIKAN AUSTRALIA
09.2024 - Current
- Expertly handle high-stakes customer interactions around parking and tolling compliance
- Resolved complex customer cases through ticketing and evidence-based workflows; consistently met SLAs (>95% on-time) and analyzed trends in dispute outcomes using Excel to prepare weekly summaries for supervisors, recommending fixes that reduced rework.
- Delivered evidence-based guidance through compliance processes, enhancing customer experience while ensuring enforcement adherence.
- Maintained transparent case records for audits, ensuring accountability and integrity in compliance systems.
- Analyzed user requirements to recommend effective IT solutions and improvements.
SALES ADMINISTRATION & LEVEL 1 TECHNICAL SUPPORT
MYTOUCH
Melbourne, AU
07.2022 - 05.2024
- Provided level 1 IT support for POS mobile devices, achieving first contact resolution for 80% of incidents.
- Created and maintained knowledge base articles, reducing repeat tickets by 20%.
- Analyzed ticket data to identify recurring technical issues, informing data driven decision making.
- Created and updated client reports to improve customer service and ensure accurate internal records.
Education
Bachelor of Information Technology -
RMIT University
Melbourne, VIC03-2026
Skills
- Customer Support
- Client Communication
- Building relationships
- Customer Insights
- Conflict Management
- Process Automation
- Active Directory
- Office 365
- TCP/IP
- SQL and databases
- Data Visualization
- JIRA
- Software skills
- Clear Communication
- Flexible Schedule
Certification
SQL for Data Analysis
Microsoft Azure Administrator (AZ-104)
Microsoft Azure Fundamentals (AZ-900)
ITIL Foundation
Microsoft Azure Administrator (AZ-104)
Microsoft Azure Fundamentals (AZ-900)
ITIL Foundation
Projects
- Built a Power BI dashboard integrating sample sales data to visualise trends and KPIs.
- Created and optimised SQL queries to extract, clean, and analyse datasets from a mock CRM database.
- Implemented a basic ticketing system simulation using Jira/ServiceNow to track and resolve IT incidents.
References
- Heba Mohammad, ORIKAN AUSTRALIA, 0478 052 201
- ARAFATH SYED, MYTOUCH, 0469816839
- ZEESHAN KURD, Dial 9, Kmart Werribee, 0387344700
Timeline
CLIENT INFRINGEMENT SERVICE REPRESENTATIVE
ORIKAN AUSTRALIA
09.2024 - Current
SALES ADMINISTRATION & LEVEL 1 TECHNICAL SUPPORT
MYTOUCH
07.2022 - 05.2024
Bachelor of Information Technology -
RMIT University