SAHIL SHAFIQ
Sydney
Summary
Dedicated IT Support Engineer with 2+ years of experience in technical support and troubleshooting for diverse IT systems and software. Proven in managing customer service teams, ensuring high customer satisfaction and efficient issue resolution. Skilled in diagnosing and resolving hardware/software problems, with a focus on exceptional service. Excellent communication and leadership abilities, committed to continuous improvement and professional development.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Engineer
BaptistCare NSW, BTS
03.2024 - Current
- Norwest
- Provided support to over 9,000 end users, managing interactions within SLAs, and promoting cyber security practices
- Managed and supported software applications and end-user devices, collaborating with teams for installation, configuration, testing, and maintenance
- Acted as a customer advocate, focusing on service delivery improvements and championing knowledge-sharing within, teams
- Participated in change and project management tasks, service transition activities, and contributed to service improvement plans and reviews
- Ensured efficient processes, achieved KPIs, conducted site visits, and complied with WHS policies, working safely using the STAR method.
Junior Desktop Support
Multiworks
01.2023 - 02.2024
- Provided prompt resolution of hardware and software issues for desktop systems
- Installed, configured, and maintained operating systems and software applications
- Conducted procedures to identify and resolve technical issues, ensuring minimal downtime
- Worked with end-users to address technical concerns, showcasing excellent communication and customer service skills
- Assisted in implementing security protocols and contributed to a knowledge base for common issues and solutions.
Customer Service Representative/Duty Manager
Enterprise Rent-A-Car
08.2018 - 12.2021
- Supervised and managed customer service team, overseeing scheduling, performance evaluations, and professional development
- Ensured prompt, professional handling of customer interactions in line with company policies
- Trained and mentored customer service representatives, fostering a positive, collaborative environment
- Managed VIP and high-profile customer accounts, delivering personalized and exceptional service.
Education
Bachelor of Information Technology - undefined
Charles Sturt University
Sydney, NSW09.2022
Skills
- Advanced Troubleshooting
- Software and Hardware Expertise
- Advanced Remote Support
- Network Infrastructure
- Customer Service
- Analytical Thinking
- Hardware Installation
- Helpdesk Operations
- Ticketing System Expertise
- Scripting
- Desktop Deployment
- Backup and Recovery
- Network Security
- Server Maintenance
Certification
- Battery Technology for Data Centers and Network Rooms (DC0007EN)
- Data Center Facility Operations and Maintenance Training
Languages
Timeline
IT Support Engineer
BaptistCare NSW, BTS
03.2024 - Current
Junior Desktop Support
Multiworks
01.2023 - 02.2024
Customer Service Representative/Duty Manager
Enterprise Rent-A-Car
08.2018 - 12.2021
Bachelor of Information Technology - undefined
Charles Sturt University
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