Glenfield, New South Wales, Australia
An ambition to develop technical skills and knowledge.
• Diagnosing and resolving technical issues related to hardware, software, operating systems, applications, and network connectivity for clients and end users. Providing both remote and in-person support. • Providing technical assistance to clients and end users as a first point of contact for any IT related issues via calls, emails, and ticketing systems and escalating complex issues to higher support when necessary. • Configure, support, and troubleshoot Windows, and Apple software environments. • Managing and maintaining Active Directory services, including user account management, security group administration, and access control. Configuring and troubleshooting domain policies, authentication, and permissions to ensure a secure and efficient directory environment. • Experience in Microsoft 365 applications, including SharePoint, OneDrive, Outlook, Teams. Assisted users with account setup, assigning permission to the right users, and troubleshooting, ensuring smooth integration and user experience. • Creating and deploying Windows images to new computers using Windows deployment service and knowledge of operating system image deployment. • Prioritizing and managing multiple incidents and service requests, effectively balancing urgency, and impact against business operations. • Escalating any P1 Major Incidents to the ServiceDesk Team Leader if discovered • Completing work log, classifying, triaging, and managing the lifecycle of all incidents and Requests provided through the service management tool. • Resolving & completing assigned Incident records within the Service Level Agreements and keep within the targeted SLA KPI’s • Providing timely updates and effective communication to end-users regarding the status of their reported incidents or service requests. • Ensuring all hardware/software fulfilment, installations and routine upgrades are implemented and are up to date.
• Responded to user queries by phone, email, and self-service tickets, gathering information to determine the root cause of the problem, resolving the user's issue or enquiry wherever possible to continue keep business running. • Assisted with managing incoming IT support emails/calls into the Connect Wise ticketing system and direct to the necessary support queues, escalating requests to the appropriate party, as needed. • Managed, monitored, and maintained work mobile devices using application Management system like Meraki. • Resolved the user's technical issues by traveling to the client’s location or connecting via a remotely, taking steps to resolve the issue. • Managed and set up users’ accounts, permissions, and passwords on Office 365 and Active Directory. • Provided user support during updates and installation procedures for software and peripherals on site. • Maintained detailed and accurate records relating to the diagnosis and repair of issues, as well as tracking problems reported by multiple users. • Installed and maintained hardware and desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc.)
• Serve as the first point of contact for customers seeking technical assistance over the phone or email using ticketing system Zendesk. • Setting up network and email user accounts/ permission via Windows active directory, Azure Active Directory, and Office 365. • Carried out computer setup, phone and printer setup, Driver update and installation of software and applications for clients. • Respond to user inquiries and provide technical support for hardware, software, and network-related issues. • Perform routine maintenance and updates on computer systems and peripherals. • Familiarity with virtualization technologies like Hyper-V and VirtualBox to create and manage virtual machines, allocate resources, and troubleshoot virtualization-related issues to ensure efficient utilization of hardware resources. • Set up and managed Windows file sharing services, such as Network File System (NFS), to enable file and printer sharing across the network configuring access permissions, troubleshoot connectivity issues, and ensure data security. • Implemented backup strategies like Cloud backup, Windows backup to protect data and systems, including regular backups, restoration processes, and disaster recovery planning. Experience in cloning techniques like Paragon to replicate and deploy system images efficiently.
• Categorized and Investigated all client initiated technical fault or issue complaints and requests. • Created new user or edited the user in Active directory and email migration. • Was responsible for windows rollout project and imaging laptops. • Travelled to the Bank branches to help with installs, deployment and troubleshooting windows operating system and provide complete solution related to MS products. • Installed and standardized all new and existing equipment. • Assisted with training of new staffs as per the IT System policy. • Answering incoming supports calls and resolve issues. • Logged all support requests in the service desk system, monitored and responded to incidents as per the agreed SLA’s. • Managed data back-up and network risk management procedures.