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