Ashik-Ur Rahman Email & Phone Number

Truganina, Vic, Au

Dandenong, Victoria, Australia

* Provide technical support to customers for telecommunication products and services, resolving issues related to connectivity, billing, and service configurations.* Diagnose and troubleshot network problems, ensuring minimal downtime and prompt restoration of services.* Assist customers with the setup and configuration of devices, including modems, routers, and other telecommunication hardware.* Liaise with internal teams and external service providers to escalate and resolve complex issues.* Educate customers on product features, usage, and best practices enhancing their overall experience.* Manage customer accounts, updating information, processing service requests, and ensuring compliance with company policies.* Track and documented customer interactions and resolutions in CRM systems, maintaining accurate records for future reference.* Provide feedback to management on recurring issues, contributing to process improvements and serviceenhancements.

Melbourne, Victoria, Australia

• Provide first and mid-level IT support. • Troubleshooting IT software & hardware issues. • Assist in investigating and reporting on new IT software fit within the organization. • Assist in the creation of forms and other online processes. • Provide IT training and Project support (e.g. coordination of meetings, agendas, minutes, communications, and basic business analyst skills). • Assist in maintaining the IT Asset Register.• Assist in project tasks. • Coordinating IT software and hardware purchases.• IT setup for new staff members. • Management of internal security software.

Sunshine, Victoria, Australia

Richmond, Victoria, Australia

* Expertly managed chat channel, surpassing inbound service and satisfaction targets through timely and accurate query resolution. * Demonstrated advanced database skills:-> Effectively retrieved and analysed customer information for rapid issue resolution.-> Proactively identified and corrected database errors, ensuring data integrity and accuracy.-> Developed and implemented comprehensive database documentation for simplified knowledge sharing and onboarding. * Provided expert technical support for NBN-related concerns, successfully provisioning, troubleshooting, and resolving networking issues, enhancing customer connectivity experiences.* Acted as first security responder, swiftly identifying, and mitigating potential security threats to protect customer data and systems, ensuring a safe and trusted digital environment. * Collaborated seamlessly with the development team to guarantee successful product releases, rigorously testing features and capabilities to ensure alignment with requirements and optimal user experiences.* Contributed valuable insights and feedback regarding customer service trends and issues, shaping continuous improvement initiatives and fostering a customer-centric approach.* Received exceptional customer satisfaction scores consistently* Designed and implemented a knowledge-sharing platform for the customer service team, reducing average resolution time by 15% and enhancing team efficiency.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

o Handle inbound calls and emails from Kmart online customers.o Liaise with stores to assist in the delivery of the orders to customers.o Ensures the set target is achieved for quality assurance.o Identify and assess customers' needs to achieve satisfaction.o Ability to multitask, prioritize and manage time effectively.o Oversee customer financial accounts and process customer adjustments.o Make product recommendations or services to customers based on theirneeds and preferences.

Clayton, Victoria, Australia

o Collaborated in a cross-functional team of 4 interns for making aninteractive website.o Created an online financial planning platform that allows clients toreceive tailored personal finance tutorials based on various modulesincluding super, retirement, insurance, and investment.o Consulted with clients regularly regarding projects, proposals, andtechnical issues that arise during the development process.o Prepared reports on specifications and activities for each project.o Collaborated well with other team members to determine the bestdesign specifications and details.o Completed all individual projects and sprints 20% faster than assignedtargets.o Applied modelling techniques to exceed development performancetargets by an average 15%.o Effectively used PhpStorm, cakephp, composer, Trello, GitHub, googledrive and cPanel.

Professional Year Program, Information Technology

Bachelor Of Information Technology, Computer Networks And Security

Diploma, Engineering