Naz Nilofer

I’m confident I’ll be an excellent fit as an IT Support / Service Desk Analyst, Victoria. This is based on my previous experience working in different industries and having received good feedback. I have excellent interpersonal, multi-tasking, problem-solving, strong communication skills, and the ability to work well under pressure.

As a solution-driven help desk specialist with 4+ years of experience in delivering fast and effective support at different levels, I have worked on a variety of incidents and service requests with varying severity and priority.

First step of my approach is to review and triage tickets to resolve issues within the agreed SLO/SLA targets.

I have provided support to phone, email, in-person and internal/external ticket requests. In each of these channels I have always documented the conversation as per the requirement and expectation of the business.

I have used a wide variety of ticketing systems during my employment in various organizations and I am comfortable learning and adapting to any new systems.

I have consistently applied ITIL principles to provide resolution at the highest service to the customer.

Coming from mostly the payment gateway and financial industry, I value the urgency of the requests and I am excited to offer my analytical, technical, and problem-solving abilities to this role.

I have provided a wide range of technical support during my experience, and I am quick to understand what requests need to be escalated, and do so quickly.

I ask appropriate questions and offer options where possible to resolve the incidents. I am experienced in onboarding/offboarding users onto a range of systems with appropriate permissions/access.

I have provided technical and administrative support in Microsoft Windows, Office 365, Azure, and others with user, asset and licensee management.

I have also consistently published and maintained processes and procedures for my and my team's reference.

I take pride in customer service and value any feedback as it aids in my improvement. I have demonstrated the ability to work independently and as a member of a team, and to effectively organize my workload and rank them in order of urgency and importance.

I am looking forward to a chance to provide and discuss further insight into my technical abilities and personal attributes.

I am confident that I can provide excellent customer service and contribute to the team's and business'

success.

Strong analytical skills,

IT literacy (mainly Word and Excel)

Excellent communicator,

Has some gravitas/suitable personality to manage experienced individuals

Enthusiastic/Energetic/Ambitious

Team player,

Customer service focused

Highly organised

Skills

Customer focused

Quality focused role - providing quality service to both internal and external customers

Team focused - working with colleagues throughout the business

Reactive - responding to daily workloads as dictated by customer requirements

Proactive - making sure KPI's and SLA's are met

Handle and co-ordinate complaints and compliments

Achievement of targets

Competent use of technology

2016 Certificate IV in Information Technology Networking RMIT University, Melbourne, Australia

2015 Associate Degree in Computer Science Australian Computer Society of Australia

2015 Certificate III in Spoken and written English Melbourne Polytechnic, Melbourne, Australia

2013 Certificate II in Spoken and written English Melbourne Polytechnic, Melbourne, Australia

2006 B.Sc. in College of Commerce, Statistics, and Information Technology. The University of

Sulaymaniyah- Sulaymaniyah, Kurdistan Regional Government, Iraq