Sahil Shafiq
Sydney,NSW
Summary
Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures.
Overview
6
6
years of professional experience
Work History
Junior Desktop Support
Sentinel Group
01.2023 - Current
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Monitored system performance and responded to alerts.
- Assisted IT staff on troubleshooting issues and closing calls.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Implemented network security measures to minimize data loss.
- Recommended development of plans for systems development and operations.
Customer Service Representative
Enterprise Rent-A-Car
06.2018 - 04.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Level 1 Technical Support Engineer
Iqra University
10.2017 - 02.2018
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Communicated with stakeholders to share critical technical information and deliver project updates.
Education
Bachelor of Information Technology -
Charles Sturt University
Sydney, NSW09.2022
Professional Year -
Eca Parramatta
Sydney, NSW02.2024
Skills
- Backup and Recovery
- Network Security
- System Administration
- Desktop Deployment
- Hardware Installation
- SQL Server Reporting Services
- Helpdesk Operations
- Ticketing System Expertise
Languages
English
Full Professional
Urdu
Native or Bilingual
Timeline
Junior Desktop Support
Sentinel Group
01.2023 - Current
Customer Service Representative
Enterprise Rent-A-Car
06.2018 - 04.2020
Level 1 Technical Support Engineer
Iqra University
10.2017 - 02.2018
Bachelor of Information Technology -
Charles Sturt University
Professional Year -
Eca Parramatta
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