SYED AZIZ UR RAHMAN
Austral,NSW
Summary
Dynamic professional with extensive experience at Singtel Optus Pty Ltd, excelling in CRM management and customer relations. Proven ability to resolve complex issues while delivering exceptional service. Skilled in Microsoft technologies and adept at fostering strong client relationships through effective communication and empathy. Committed to enhancing customer experiences and achieving performance metrics.
Overview
10
10
years of professional experience
Work History
Concierge Representative
SAS Security Service
Sydney, NSW
08.2023 - 07.2025
- Assisted visitors with inquiries and directed them to appropriate locations.
- Coordinated transportation arrangements for guests as needed.
- Answered phone calls promptly while maintaining a professional attitude.
- Monitored the front desk area for potential safety concerns or customer service issues.
- Answered guest questions regarding local area, facilities and amenities.
- Arranged airport transfers and local transportation for guests.
- Provided personalized recommendations for dining, entertainment, and cultural activities.
CRM Management
Singtel Optus Pty Ltd
01.2020 - 06.2023
- CRM management for customer account management
- Continuously expand and improve knowledge of our products and services.
- Problem-solving and troubleshooting issues, aiming for first time resolution and ensure enquiries are responded to within established time frames.
- Build and maintain strong client relationships and improve our customer's experience with the use of our products.
- Methodically investigate and resolve product issues and prioritising escalated issues with the Senior Support Agents.
- Managing and achieving KPIS -performance metrics on a weekly/Monthly basis.
- Identify and leverage potential up selling and cross-selling opportunities when interacting with customers.
- Deliver personalised customer experience.
- De-escalate situations involving dissatisfied customers, offering patient assistance, support with empathy and compassion.
- Perform account Reviews and update/Investigate information about billing, shipping, warranties and other account items.
- Troubleshoot basic network issues such as ADSL broadband issues.
- Understand customers challenges and able to provide appropriate solutions to customers in a timely manner.
- Proven problem-solving skills Ability to investigate and resolve customer issues or enquiries.
- Deliver personalised customer experience for a positive outcome for customers.
- Perform customer service audits to evaluate customer interactions and experiences.
- Ensure compliance with company policies and procedures, as well as relevant industry regulations and standards.
- Maintain accurate and up-to-date records of all customer complaints and resolutions.
Consumer and SMB Technical Support Agent
Topnoch Solution
01.2016 - 01.2020
- Design, implement and maintenance of internal LAN.
- Routine maintenance and monitoring for network and servers.
- Active Directory management and Domain controller supervision.
- Network Assessment and Documentation.
- Installation, monitoring and management of antivirus and firewall systems.
- As a member of team in migration to Ms server 2008 platform.
- Provide software support for Microsoft technologies such as Word, Excel and Outlook.
- Supporting more than 100 users including installation and configuration, troubleshooting, monitoring and maintenance of computer desktops, laptops, printers and software.
- Backup administration using Symantec solutions.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows Server (2000/2003/2008/2012), Active Directory (Users, Groups management).
- Strong Experience in Manual Testing and Automated Software Testing in telecom, retail, logistics and banking domain expertise.
- Installing and configuring Windows (8/8.1/10) to operate in a Microsoft Network.
- Configuring Internet Explorer and application compatibility.
- Configuring the desktop environment.
- Managing user and computer accounts and groups.
- Security in Windows Server's, Securing Internet Protocols (IP) traffic with (IPSec) and certificates.
- Implementing and managing printing and group policy.
- Implementing, managing and Maintaining (DHCP), (DNS) and (WINS).
- Implementing a network access Infrastructure by configuring the connections for remote access clients.
- Managing and monitoring Network access.
Education
Security Training Certificate 2 -
Secta Security Training
Granville, NSW06-2025
Masters - Information Technology
University of Ballarat
Sydney, Australia08-2007
Bachelor - Commerce
Osmania University
Hyderabad, India01.2003
Skills
- AWS Cloud Practitioner
- Hardware and software infrastructure maintenance
- Networking components
- Hypervisor security
- Maintaining an asset database
- Troubleshooting basic network issues
- Microsoft based operating systems
- Windows Server
- Active Directory
- Manual Testing
- Automated Software Testing
- Installing and configuring Windows
- Configuring Internet Explorer
- Configuring the desktop environment
- Managing user and computer accounts
- Security in Windows Server
- Securing Internet Protocols (IP) traffic
- Implementing and managing printing and group policy
- Implementing, managing and maintaining (DHCP)
- (DNS)
- (WINS)
- Configuring connections for remote access clients
- Managing and monitoring Network access
- MS Office suite
- Office 365
- SharePoint Administration
- Ms Access
- HTML
- HP ALM/QC
- JIRA
- CIMS
- Jarvis
- Sherlock
- LiveEngage
- Hilix Fixed
- User management tools
- IFMS
- Dimps
- Scamps
- Setting up and support for IPhone
- I pads
- Android phone and tablet
- Positive Attitude
- Communication
- Empathy
- Patience
- Active listening
- Adaptability
- Attentiveness
- Friendliness
- Responsiveness
- Reading physical and emotional cues
- Interpersonal Skills
- Excellent Communication skills
- Good Telephone Communication
- Customer Service
- Database Systems
- Computer Networks & Applications
- Principles of Programming
- Data Structures & Algorithms
Testing Tools
- HP ALM/QC
- JIRA
- CIMS
Telecom Tools
- Jarvis
- Sherlock
- LiveEngage
- Hilix Fixed
- User management tools
- IFMS
- Dimps
- Scamps
Mobile And Tabs
- Setting up and support IPhone
- I pads
- Android phone and tablet.
Customer Service Skills
- Positive Attitude
- Communication
- Empathy
- Patience
- Active listening
- Adaptability
- Attentiveness
- Friendliness
- Responsiveness
- Reading physical and emotional cues
- Interpersonal Skills
- Excellent Communication skills with people of all age groups
- Good Telephone Communication.
Personal Information
Title: IT Specialist
Languages
- Telgu
- English
- Hindi
Databases
Ms Access
Operating Systems
- Windows Server (2000/2003/2008/2012)
- Windows (8/8.1/10)
- Active Directory (Users, Groups management)
- MS Office suite
- Knowledge office 365 and SharePoint Administration
Timeline
Concierge Representative
SAS Security Service
08.2023 - 07.2025
CRM Management
Singtel Optus Pty Ltd
01.2020 - 06.2023
Consumer and SMB Technical Support Agent
Topnoch Solution
01.2016 - 01.2020
Security Training Certificate 2 -
Secta Security Training
Masters - Information Technology
University of Ballarat
Bachelor - Commerce
Osmania University