Zaneb Kayani

Motivated IT Support Technician with a strong interest in service desk and end-user support.

Basic knowledge of Windows systems, Microsoft 365, and troubleshooting common IT issues.

Good communication skills and a customer-focused approach, with the ability to support users both remotely and in person. Eager to start a career in IT and grow within a professional support environment.

IT Support Practice (Home Lab / Simulation)

 Simulated service desk environment handling common IT tickets (login, email, printer,

connectivity issues)

 Diagnosed and resolved technical issues using structured troubleshooting methods

 Practiced remote support and step-by-step user guidance

 Documented incidents and resolutions to build knowledge base

 Managed multiple tasks and prioritised issues based on urgency

Experience

Solar Business Operations Support

Oz Capital Groups | 2016-Present

 Assisted in supporting daily business operations for solar sales and installation processes

 Helped document customer journeys from enquiry → quote → installation → after-sales support

 Supported data entry and updating customer/job information in CRM systems

 Assisted in identifying process gaps between sales, scheduling, and installation teams

 Contributed to improving communication flow between office staff and field technicians

 Supported reporting tasks using Excel for job tracking and performance updates

 Participated in basic discussions to improve workflow efficiency

System Analyst / IT Support

Ubaid Trading Pty Ltd | 2012 – 2016

 Delivered Level 1/2 IT support in a Windows-based environment

 Installed and configured systems and applications

 Troubleshot system, network, and user issues

 Maintained IT documentation and system records

System Support Engineer

Chiniot General Hospital Pakistan| 2007 – 2008

 Provided on-site technical support

 Resolved hardware, software, and connectivity issues

 Assisted users with system-related queries

Microsoft Azure Fundamentals 900 – 2022

 Graduate Diploma in Information Systems – CQU Melbourne

 Master of ICT – University of Wollongong

 Master of Computer Science

 Bachelor of Science