Fujitsu Australia and New Zealand is a leading service provider of business, information technology and communications solutions. We partner with our customers to consult, design, build, operate and support business solutions. From strategic consulting to application and infrastructure solutions and services, Fujitsu Australia and New Zealand have earned a reputation as the single supplier of choice for leading corporate and government organisations.Responsibilities • Assist multiple clients with varying employee numbers (2000+), working in both office and home settings.• Provide ICT Service Desk support, prioritizing and addressing IT requests under general supervision• Remote access support for various customers daily, managing user accounts as per IT requisition processes• Escalate L3/4 ICT issues to Senior IT as necessary.• Adhere to and follow strict SLA standards while maintaining an up-to-date Active Directory with accurate user information.• Keep up-to-date with various training modules and complete tasks according to the Quality Management System and ICT policies.Achievements:• Obtained my Cybersecurity fundamentals certificate with Latrobe University (online)• Logged over 950 + tickets a month 5 months in a row• nominated and receive an achievement award from my Team Leader• identify and escalate a problem issue that was previously overlooked

itGlobal provides secure, efficient and effective IT management, enabling you to securely collaborate within your workplace. We look to integrate the most efficient and effective systems to suit your business to the highest level. Our mission Is to provide top quality IT services to mid-market enterprises.Responsibilities• Respond to, log, and resolve a broad range of first and second-level IT requests from customers via phone, email, or ticketing system Datto, in both office and remote settings.• Support clients and end-users with Office 365 and two-factor authentication, and manage user accounts.• Oversee internal office IT requirements and assist in investigating and resolving hardware and software issues.• Create documentation as required and contribute to ICT projects.Achievements: • Created work instruction documentation for various systems and Microsoft products, making them available in the central knowledge base• Working with management to streamline ITIL processes within the service desk.• took the most calls in a single week while working only 2 days that week.• Obtain my Certified Duo Help Desk Administrator certificate• Identified a knowledge gap across various levels (L1 to L3) and arranged two recorded training sessions to address it.

Helpdesk Level 1/2 Infosign specialises in providing customisable electronic visitor & contractor management solutions. With more and more organisations looking to go electronic to manage their visitors. Responsibilities• Provided phone and remote support, resolving IT issues related to software, hardware, and internal office IT requirements• Conducted software testing (MySQL-based) and managed Active Directory user accounts.• Oversee internal office IT requirements• Built and imaged barebone PCs, provided application support, and contributed to system health checks.• Application supportAchievements: • Created work instruction documentation for fellow team members, making them available in the central knowledge base..• Reduced the backlog of tickets by 50% and resolved the most tickets during employment.• Resolved the most amount of tickets during my employment, with a daily influx of around 50 new tickets per day.• Providing level 1 & 2 support for our clients.• Provided Level 1 & 2 support, assisting clients with Active Directory issues using event logs.

Your IT Desk has been managing IT for small to medium enterprises for over 24 years. Our dedicated team members focus on prompt service with attention to communication. Responsibilities:• Respond to, log and resolve a broad range of first and second level IT requests from customers either via phone, email or ticketing system ConnectWise.• Assistance with Medical systems such as Best Practices.• Remote assistance with Connectwise software, 365 support, mail permissions, rule creations, Active Directory, Creating and managing user accounts, Microsoft exchange changes, Server support, Microsoft application support. As well as printer issues.• Providing level 2 support for our level 1 support staff.Achievements: • Created work instruction documentation for various systems and Microsoft products, making them available in the central knowledge base..• Worked with management to streamline ITIL processes within the service desk.• Identified a knowledge gap across various levels (L1 to L3) and arranged two recorded training sessions to address it.• Obtained my Connectwise certifications such as: Connectwise Service technician, Control Basics degree, Getting started with Connectwise Identify & Connectwise Engineer/Technician Degree.

Ascham is a non-selective day and boarding school for girls from Prep to Year 12 supporting girls to develop into confident, independent, compassionate young women with a sense of purpose in the world.Responsibilities:• Responded to, logged, and resolved first and second-level IT requests via phone, email, or face-to- face interactions• Ensured compliance with the School’s Code of Conduct and other internal policies and procedures.• Conducted troubleshooting and preventative maintenance using systems like Windows Server, Microsoft Active Directory, Exchange Server, Office 365 Admin Console, Azure management, VMware vSphere, and Adobe Admin Console.• Worked with third-party printer vendors and participated in IT team meetings.Achievements:• Created work instruction documentation for various systems for team members.• Developed documentation for staff on the Microsoft Teams admin portal.• Trained fellow team members on back end aspects of Microsoft Teams.• Resolved an aged Microsoft calendar mailbox issue for a VIP in collaboration with the Manager.• Created Documentation for staff on the Microsoft teams admin portal. • Assisted staff, students, and parents with MS Teams issues during the remote learning period.• The IT department has assisted staff, Students and Parents in various MS Teams issues in this new remote learning period. While ensuring to making this a team effort by handing over various cases to each team member while developing work instructions tailored for all levels of access.

My role as a HFC NOC T2 Network Engineer involves assisting the company on daily processes, as well as assisting field engineers by testing the network with various tools. Responsibilities • Utilising the ticketing system BMC Remedy for logging and processing tickets with over 30 tickets a day. • Utilisation of various systems such as Remedy, Servassure, Spatial & Ipact just to name a few all through a Citrix environment.Achievements • Continue to work with my team and management to improve processes.• Assisting & coaching new starters with technical aspects of our roles.• Developed, documented, and maintained processes and training procedures for team support & new starters.• Providing 2nd line IT Support to staff in various departments as well as field engineers.

My role as a network operator involved assisting the company on daily processes, working with senior network operators to improve processes and liaising with Network Engineers. Responsibilities• Following up with technicians for completion of works, through calls or emails• Updating and amending tickets in the ticketing systems• Cross referencing various tickets to help process orders more efficiently • Studying new processes for the future implementation.• Having fortnightly team meetings for continual improvement. Achievements• Developed strong relationship and trust with NOC, IT and other departments. which helped in the establishment of escalation points and resulted in improving response times.• Providing level 1 support to our customers.

I Was part of the ICT team which involved remote technical support for Microsoft office 365 users and liaising with tier 3 support to achieve project goals, some of my duties included.Responsibilities • Creating, Amending and Deleting user accounts ( Manually ) • Active Directory – Creating and managing user accounts, Microsoft exchange changes• Iaas – Preventative Maintenance checks, Backups ( EMC Avamar )• Remote assistance – RDP, Teamviewer, Scheduled server maintenance • Co-facilitated the migration of services, Mail permissions & forwarding through to office 365• Providing 2nd line IT Support for our company and customers• Obtaining feedback from customers to ensure they are satisfied with the service we were providing.Achievements• Creation and maintenance of documentation • Established a sound understanding of escalation processes through each customer level of service which resulted in overall improved response & resolution times.• Join the ICT team.• Learnt and adapted quickly into navigating the Office 365 admin portal as well as Active Directory services.• Successfully Migrated over 50% of our client base from Legacy services to Office 365

Almost 2 years work experience in computer assembly, troubleshooting, virus removal and software installation