SYED TALIB
Adelaide,SA
Summary
Adept in IT support tools and systems, I significantly enhanced customer experience at Oz ICT by implementing innovative support processes. Known for analytical prowess and empathetic customer interactions, I excel in troubleshooting and collaborative problem-solving, ensuring high-quality, efficient service. My experience with CRM software and Service Now underpins my ability to meet diverse technical needs. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
4
4
years of professional experience
Work History
Help Desk Support
Oz ICT
01.2023 - Current
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Compiled, organized and wrote help files to support end-users.
- Helped transform customer experience by implementing new support tools and processes.
Support Technician
Collins Technology
03.2021 - 12.2022
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Trained users on how to operate components and systems.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Completed inventory counts and organized supplies.
Education
Advanced Diploma Of Information Technology - Information Technology
Australia Instiuite Of Business And Language
Adelaide, Australia10.2023
Advanced Diploma Of Electronics And Communication - Engineering
Australia Instiuite Of Business And Technology
Sydney07.2021
Skills
- Proficiency in IT support tools and systems
- Familiarity with customer relationship management (CRM) software
- Analytical thinking to diagnose and troubleshoot technical issues efficiently
- Empathy and patience when dealing with customer inquiries and issues, ensuring a positive customer experience
- Capacity to handle multiple tasks simultaneously without compromising quality
- Ability to work collaboratively with colleagues Flexibility to adapt to changing technologies, processes, and customer needs in a dynamic environment
- Resourcefulness in finding and applying relevant information management strategies to resolve issues and improve service
- Have experience and knowledge of Ticketing System such as Service Now
Additional Information
References will be provided upon Request
Timeline
Help Desk Support
Oz ICT
01.2023 - Current
Support Technician
Collins Technology
03.2021 - 12.2022
Advanced Diploma Of Information Technology - Information Technology
Australia Instiuite Of Business And Language
Advanced Diploma Of Electronics And Communication - Engineering
Australia Instiuite Of Business And Technology
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