Syed Naqvi
Casula,NSW
Summary
Service Desk Agent with 3 years of inside and field experience analyzing and solving challenging IT issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
MM Electrical Merchandising
10.2023 - 01.2024
- Managed user profiles and accounts using Azure AD and Active Directory, while also maintaining the Office 365 suite across the organization.
- Undertook maintenance and troubleshooting for Point of Sale systems, printing devices, and VPN setups for remote work scenarios.
- Collaborated with security teams, system admins, Macquarie Telecom, and managers for optimal IT infrastructure.
- Provided remote assistance to customers when required via phone or remote desktop tools.
Application Support Analyst
Healius Limited
03.2022 - 06.2023
- Integral role in healthcare IT, facilitating seamless data transmission, troubleshooting medical software, and cross-functional collaboration for optimal service delivery.
- Orchestrated streamlined referral system, guaranteeing flawless data transmission for medical professionals.
- Proficiently managed operations using ServiceNow (ticketing), Best Practice (medical software), and Slack (team collaboration).
- Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
IT Service Desk Analyst
Bizam
02.2019 - 06.2021
- Delivered extensive IT support within an MSP framework, addressing intricate technical challenges and optimizing service request management.
- Provided technical assistance to customers via telephone and email, troubleshooting hardware and software issues.
- Assisted users in resolving technical problems by following standard procedures and escalating unresolved issues to the appropriate IT teams.
- Maintained customer records in ticketing system, documenting all interactions with customers.
Education
Certificate IV - Work Health And Safety
05-2024
Advanced Diploma - Information Technology
01.2023
Skills
- Technical Troubleshooting
- Remote Support
- Customer Service
- System Monitoring
- Knowledge Base Development
- IT Security Awareness
- Collaboration and Teamwork
- Communication Skills
- Adaptability
- ServiceNow
- Best Practice
- Slack
- TeamViewer
- Active Directory
- Unibis
- Azure AD
- Remote Desktop
- Lansweeper
- Miraki
- Macquarie Telecom
- O365
- Splunk
- Microsoft Azure
- VMware
- Wireshark
- BM QRadar
Certification
- Australian Citizenship Certificate
- AZ900
References
Available upon request
Timeline
Service Desk Analyst - MM Electrical Merchandising
10.2023 - 01.2024
Application Support Analyst - Healius Limited
03.2022 - 06.2023
IT Service Desk Analyst - Bizam
02.2019 - 06.2021
TAFE - Certificate IV, Work Health And Safety
Elite Collage Australia - Advanced Diploma, Information Technology
- Australian Citizenship Certificate
- AZ900
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