1. Assisted onsite technical support for large customer premises, managing both servers and desktops in a Microsoft AD and Exchange environment and assisting clients with Active Directory and Office 365 support like user creation, password resets.2. Performed Level 1-2 support for various technologies, ensuring smooth daily operations and quick resolution of issues by using ticketing systems to manage and process support actions upon requests3. Support VMware, Azure, and Citrix-based cloud infrastructures, delivering high availability and performance.4. Performed Windows OS installation, upgrade and deployment, and troubleshoot and manage LAN & WAN networking, including firewall configurations and updates.5. Worked collaboratively with other engineers and senior IT staff to escalate and resolve more complex technical issues, and documented issues and resolutions in the ticketing system to track performance metrics and ensure accurate reporting.6. Utilize ticketing systems such as Connectwise and Autotask PSA to manage and prioritize issues efficiently.

1. Working as the first point of contact and providing clients with exceptional support services via phone, E-mails and On-site visits and providing Level 1 and 2 of Help Desk Support to approximately 50 internal and more than 1000 customers across the greater Sydney region. 2. Logging off all reported incidents focusing on Service Centre’s ITIL methodology and framework and administration of accounts, setting up mailboxes, distribution lists, new User accounts using Active Directory protocols.3. Software application and hardware installation on user’s workstation via remote access connection. Ensuring 100% functionality.4. Adhere to strict SLA, which includes answering customers’ requests by phone, e-mails and face-to-face.5. Working on network issues including routers, access points and LAN problems and providing support of M365 and Managing active directory users using online portal.