usama ishfaq
@usamaishfaq
IT support professional specializing in executive support, stakeholder engagement, and systems management.
AustraliaWhat I'm looking for
I am an IT support professional with a Master of Information Technology and hands-on experience providing high-level technical and executive support across corporate and MSP environments. I have delivered first- and escalated-line support, managed enterprise systems and property management tools, developed user documentation and training, and implemented process improvements to boost operational efficiency.
I combine strong stakeholder engagement and administrative skills—calendar and travel management, briefing note and correspondence drafting, and confidential executive support—with practical technical abilities in Windows Server, networking, SAP, and service desk tools. I have led student organisations, managed club finances, and coached junior technicians, always prioritising discretion, organisation, and measurable outcomes.
Experience
Work history, roles, and key accomplishments
IT Support Analyst
NRW Pty Limited
Aug 2023 - Present (2 years 2 months)
Provided first-line and escalated support for enterprise and property management systems, documented requirements, delivered user training, and implemented system changes to improve operational efficiency.
Service Desk Specialist
Netlink Group
Dec 2022 - Jul 2023 (7 months)
Delivered remote MSP support using ConnectWise, resolved Windows Server, network and SAP issues, managed on-premises hardware, and improved support documentation and junior technician guidance.
TLProvided remote and on-site technical support, diagnosed and resolved connectivity and system faults to maintain consistent system availability and service reliability.
IT Support Officer
Aussie Broadband
Oct 2021 - Mar 2022 (5 months)
Provided remote technical assistance, diagnosed client issues to ensure uninterrupted service, and contributed to NBN CVC migration deployment to improve service quality.
Education
Degrees, certifications, and relevant coursework
MUMurdoch University
Master of Information Technology, Information Technology
2018 - 2021
Activities and societies: President, Murdoch Student Postgraduate Association; Treasurer, Murdoch Campus Cricket Club; Executive Committee Member, Murdoch Business Society
Completed a Master of Information Technology with a management major, focusing on IT practices and leadership to support organisational objectives.
CICOMSATS University Islamabad
Bachelor of Science, Software Engineering
2014 - 2018
Earned a Bachelor of Science in Software Engineering, covering software development, systems engineering, and related technical competencies.
Tech stack
Software and tools used professionally
Availability
Location
AustraliaAuthorized to work in
Job categories
Skills
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