Aspiring IT support Engineer

Empowering IT Solutions

IT Support Specialist with over a year of hands-on experience in providing technical support and troubleshooting across various IT systems. Adept at managing Microsoft environments, including Office 365, Active Directory, Intune, and Azure, with proven expertise in minimizing downtime and enhancing operational efficiency. Certified in Azure Fundamentals (AZ900) and ITIL, and actively pursuing CCNA certification. Strong communicator with a focus on delivering exceptional technical support and fostering positive user experiences. Ready to contribute my skills to roles such as IT Support Officer, Helpdesk Support, or Service Desk Analyst.

What I’m working on

Cisco Certified Network Associate (CCNA) certification

This ongoing project aims to optimize and secure the company's network infrastructure using Cisco technologies. The project's scope includes upgrading network hardware, enhancing security measures, and implementing best practices to ensure a high-performing and secure network environment. Network fundamentals Routing and switching Network security IP addressing and subnetting VLANs and...
Company: IT Support Officer

Projects

ACTIVE DIRECTORY

Experienced IT professional with knowledge of Active Directory management and administration. Skilled in configuring, maintaining, and securing AD environments. Proven ability to optimize AD infrastructure for performance and reliability. Managed and maintained Active Directory infrastructure, including user accounts, security groups, and OUs. Developed and implemented Group Policy Objects (GPOs) to...
Company: IT Support Officer

MICROSOFT AZURE ( AZ900)

Certified Azure Administrator with Home Lab experience in designing, implementing, and managing Azure-based solutions. Proficient in deploying and maintaining azure infrastructure, optimizing cloud performance, and ensuring security and compliance. Deployed a domain controller on Windows Server 2022 along with two Windows Server 2019 machines utilizing Azure Virtual Machines. Deployed two...
Company: IT Support Officer

MICROSOFT 365

Home Lab expertise in managing and supporting Microsoft 365 environments. Proficient in administering Exchange Online, SharePoint, Teams, and OneDrive. Office 365 Admin - Manage User account, License and password. Add Outlook accounts and create signatures and configure autoreplies (Mailbox Management). Troubleshoot Outlook Web and Import and Export outlook data files....
Company: IT Support Officer

INTUNE (MOBILE DEVICE MANAGEMENT – MDM)

Experience in managing and securing enterprise endpoints using Microsoft Intune. Proficient in mobile device and application management, deploying configuration profiles, and implementing security policies. Enroll devices and Manage application lifecycles, including deployment, updates, and removal, ensuring minimal user disruption. Monitored and reported on device compliance and security status, addressing any...
Company: IT Support Officer

Experience

TECHNICIAL SUPPORT

Activ8me , TECHNICIAL SUPPORT
Melbourne | March, 2024 - December, 2024

Delivered Level 1 technical support to residential and business customers, managing 10+ daily reducing downtime by 25% through effective troubleshooting and escalation.
Configured and resolved issues for routers, modems, and VoIP systems, improving customer satisfaction by 15%.
Administered email configurations (IMAP, POP3, SMTP) and resolved escalated issues for seamless communication.
Maintained accurate documentation of tickets and resolutions, contributing to SLA compliance and knowledge sharing.
Collaborated with Level 2/3 teams for complex problem escalation, reducing resolution time by 20%.
Assisted asset management tasks, including hardware/software inventory and vendor coordination.
Resolved internet connectivity issues using tools like Ping, Traceroute, and Speed Test platforms, ensuring minimal downtime.

IT Support Officer

Independence Australia, IT Support Officer
Melbourne | February, 2023 - March, 2024

Managing and processing technical support requests raised by end-users in Zendesk ticketing system, determining complexity, and escalating tickets to levels 2/3 with relevant information
Resolve issues related to Windows 10/11 such as networking problems, BSOD, device not recognized, drivers/login issues and other hardware/software issues
Providing phone and email support to all internal and external users to efficiently address issues and technical requests (including problems with PCs, mobile devices, and system software)
Windows Server 2019 Administration (Create and update group policy, deploy software and patches, Providing NTFS permissions to user to access file and folders
Onboarding and off-boarding users in Active Directories, assigning appropriate role as per company policy, their device set up, assigning/removing license, disabling account
Provide Remote assistance to users via RDP, Quick Assist, Team Viewer and Microsoft Teams
Creating and managing Azure resources such as virtual machines (VMs) and storage accounts, generating/ assigning shared access signatures, and assigning subscriptions, IAM, locks and tags
Mobile Device Management (Device enrolment, application packaging and deployment, recover and unlock BitLocker encrypted devices using Intune)
Recovery using Az backup and different backup tools
VoIP service 3CX for cloud base communication solution and troubleshoot related issues
Using Office356 admin side to manage user account, license, and password
Adding Microsoft Outlook accounts, creating signatures, configuring auto replies, troubleshooting Outlook web and Outlook application issues, importing, and exporting Outlook data files(.OST)
Troubleshoot and configure DHCP, create IP address pool and list of reserved IP addresses
Resolve Print server-related issues such as printer not responding or not executing
Create detailed requirement documents and collaborate with teams to ensure accurate implementation
Document support processes and maintain accurate records of issues and resolutions SharePoint or company shared folder
Undertake various Teams-related tasks, such as creating communication channels, creating groups, adding, and removing users from groups, troubleshooting issues related to Teams, SharePoint, and OneDrive