Auckland, Auckland, New Zealand
As an experienced IT Support Analyst and Customer Support, I have managed, troubleshoot, and fix various IT problems in a LAN and WAN environment. I have experience in system and network administration including switches, APs, firewalls, remote user support, Active Directory, Windows Server Manager etc. I have completed my studies at AUT and achieved a Bachelor of Computer and Information Sciences, with a double major in Networks & Cybersecurity and Data Science. I am passionate about learning new technologies and applying them to real-world problems.
● Daily monitoring of over 2500 schools ● Configure Network infrastructure to suit school needs sent through Salesforce and phone calls ● Configuration of security profiles, web and app filtering, DHCP, DNS and VLANs on FortiGate and Palo Alto firewalls ● Troubleshoot issues based on verbal description and escalating as necessary to a diverse team ● Configuration of switches and APs on Ruckus Controller
• Troubleshooting problems in a LAN and WAN environment and fixing them • Worked with a small technical team • Working on switches and other network devices as requested by clients in their data centre • Communicating results of work done back to the client
● Provide IT Support in the Education Sector in an MSP environment ● Used Connect-wise ticketing system to prioritize and assign requests ● Daily checks of the infrastructure to ensure smooth operations including server and back up checks ● Utilized Google and Microsoft Admin Consoles to manage users ● Intune for Mobile Device Management (MDM) ● Manage teacher/student database on KAMAR ● Used Ruckus Controller for Access Points ● 3CX support for phones ● Worked in a hybrid cloud Microsoft and Google environment ● Escalation to 3rd party to manage network and firewalls
• Research and Development Project • Management of a team of students • Consultation • Migration of a webserver from an outdated Windows server to Windows Server 2022 • Configuration of Windows Server 2022 from scratch to a Web Server hosting SQL database • Add new features as suggested by the client • Making sure all deliverables are submitted to the client • Work on documentation of the product created
• Worked in a large team to guide new students on AUT Orientation Day • Asked questions as required from seniors to ensure the task was correctly completed
• Worked in small groups to communicate and talk to students about their mental health and well-being • Programme is funded and supported by the government
• Network devices configuration • Support Remote Desktop Service users • Troubleshoot remotely for POS and other user computers • Group Policy, user creation, user permissions, user classification on Azure Active Directory • Update and modify Virtual Windows Servers • Use ticketing system to manage problems faced by users • Printer Support • Physically set up computer systems and network connectivity • Troubleshoot and configure new Wi-Fi APs using Wireless LAN Controllers Nov 2023 – March 2024 • Keep anti-virus up to date on individual devices and on servers and add new devices into the anti-virus console • Use Fortinet services to track user internet usage, add security policies to groups, add VPN users, manage firewall • Managed users on Microsoft Exchange on-premises and cloud • Assign licenses to users, migrate mailboxes to cloud as required on Office 365 • Documentation of procedures • User administration on Customer Relationship Management