Experience

Little Hinges

• Australia
• Internet Publishing
• 1 - 100 Employee

• Virtual IT & Tour Technician

  • Sep 2022 - Present

  CORE RESPONSIBILITIES: - Responsible for providing comprehensive IT support and contributing to the smooth functioning of the organization's internal operations. Leveraging my expertise in troubleshooting software, hardware, and network issues, I efficiently resolved tickets raised through Service now ticketing software, ensuring minimal downtime and optimal productivity. - In collaboration with various business departments, I reported to the IT Head to streamline internal workflows and met daily deliverables. A key aspect of my role involved designing guidelines and providing training to internal system users, facilitating secure and efficient operations. To ensure seamless operations, I interacted with system and equipment vendors, swiftly resolving urgent issues and overseeing the procurement of hardware and software. As part of this process, I meticulously tested newly acquired software to ensure usability and adherence to Service Level Agreements (SLAs). - Another core area of focus was managing and updating the organization's customer management systems, facilitating more effective decision-making and improved business processes through data analysis and modeling. In accordance with ITIL standards, I scrutinized systems, analyzed planned updates, tested new features and resolved issues while deploying, maintaining, and troubleshooting Windows-based database and hybrid servers in an active directory environment. Additionally, I played a pivotal role in enhancing the organization's infrastructure to support remote working, implementing internal controls, Microsoft Office 365, and secure communication channels. Through my versatile skill set and dedication, I have consistently contributed to the overall efficiency and growth of Little Hinges Pvt. Limited. I possess a strong commitment to excellence, problem-solving abilities, and a passion for leveraging technology to drive business success. Show less



Synergy (Electricity Generation and Retail Corporation)

• Australia
• Utilities
• 700 & Above Employee

• Customer Support Specialist

  • Feb 2022 - Aug 2022

  CORE RESPONSIBILITIES: - Engaging with both new and existing customers, providing them with exemplary assistance and tailored solutions to their queries. My primary focus was to ensure a superior and seamless customer experience, striving to deliver exceptional service at every interaction. - A significant aspect of my role involved resolving sensitive situations, such as bill disputes, through effective communication and understanding. By engaging in thoughtful discussions, educating customers, and empathetically addressing their concerns, I was able to achieve mutually satisfactory resolutions. - To facilitate data-driven decision-making and enhance customer satisfaction, I meticulously created and maintained a comprehensive log of customer interactions. This log served as a valuable tool for generating insights and shaping strategies to optimize customer experiences. Through thorough analysis of the collected data, I identified trends, patterns, and areas for improvement, presenting actionable recommendations to management. - Recognizing the importance of data security and privacy, I proactively informed customers about the security measures in place and ensured strict adherence to security protocols during every interaction. By emphasizing the organization's commitment to safeguarding personal data and promoting fair handling and usage of information, I instilled confidence and trust in customers. In addition to my core responsibilities, I consistently upheld the values and brand reputation of Synergy WA, acting as a knowledgeable ambassador for the company. Through my strong communication skills, empathetic approach, and dedication to delivering exceptional customer support, I contributed to the overall success of Synergy WA. I am passionate about fostering positive customer experiences and achieving customer satisfaction while aligning with the organization's goals. Show less



Edith Cowan University

• Australia
• Higher Education
• 700 & Above Employee

• Virtual Peer Support

  • Jun 2020 - Dec 2021

  As a Virtual Peer Support (VEEPS) at Edith Cowan University, I played a pivotal role in resolving students' technology and library-related issues. Additionally, I disseminated information about university services, provided remote and on-campus support and maintained interaction logs and issue databases. Through strategic initiatives and collaborative efforts, I optimized service delivery and contributed to the development of an impactful video campaign. I also assisted in recruiting and training new team members while fostering a supportive and collaborative atmosphere. Overall, my contributions enhanced service quality and facilitated a positive student experience. Here is a detailed overview of my responsibilities: - Primary Point of Contact: Provided prompt resolution to students' issues regarding learning technologies and library services. - Information Dissemination: Proactively informed students about available university services. - Remote and On-Campus Support: Delivered comprehensive support to students both on-campus and remotely. - Interaction Logs and Issue Databases: Maintained detailed logs and databases to identify popular services and areas needing attention. - Service Optimization: Developed and executed strategies to maximize service reach and improve quality. - Video Campaign Contribution: Played a key role in creating an engaging orientation video campaign. - Recruitment Assistance and Training: Assisted in recruiting and training new team members. - Peer Support and Collaboration: Fostered a supportive environment and collaborated with peers to overcome challenges. As a Virtual Peer Support (VEEPS) at Edith Cowan University, I played a pivotal role in providing comprehensive support to students and teachers in utilizing learning technologies and accessing library services. I strived to deliver comprehensive support to students and teachers, optimizing service delivery and contributing to the overall success of university's library services. Show less



Summit Communications Limited

• Bangladesh
• Telecommunications
• 500 - 600 Employee

• Business Analyst

  • Jan 2019 - Jan 2020

  As a Business Analyst at Summit Communications Limited, a leading internet infrastructure organization in Bangladesh, I specialized in financial and technical issues to drive business growth and optimize operations. CORE RESPONSIBILITES: - Financial Analysis: Conducting comprehensive financial analysis to evaluate the company's performance, identify trends, and make data-driven recommendations for improving financial outcomes. - Technical Expertise: Utilizing my strong technical background to analyze complex technical issues and provide valuable insights to support decision-making processes. - Stakeholder Engagement: Collaborating closely with stakeholders from various departments to understand their business requirements and translate them into technical solutions, ensuring alignment with organizational goals. - Process Improvement: Identifying process inefficiencies and implementing effective solutions to streamline workflows, enhance operational efficiency, and reduce costs. - Risk Assessment: Conducting risk assessments to identify potential risks and vulnerabilities in financial and technical operations, implementing risk mitigation strategies, and ensuring compliance with industry standards and regulations. - Project Management: Overseeing projects related to financial and technical initiatives, ensuring timely delivery, monitoring progress, and coordinating with cross-functional teams to achieve project objectives. - Reporting and Documentation: Generating reports and documenting project progress, financial analysis results, and technical recommendations to facilitate informed decision-making and maintain a comprehensive record of activities. As a Business Analyst, I leveraged my expertise in finance and technology to bridge the gap between business requirements and technical solutions, driving organizational success and contributing to the growth of Summit Communications Limited. Show less