• Being a part of transition IT project team by Keolis Downer (KD) to operate the Adelaide Metro Passenger Rail Network (AMPRN)• Develops, conducts, and provides technical guidance and training in application software and operational procedures• Analyses, evaluates, and diagnoses technical problems and issues such as installation, maintenance, repair, upgrade, and configuration and troubleshooting of desktops, software, hardware, printers, internet, email, databases, operating systems, and security systems.• Scripting and Application packaging via Kesaya and Intune • Creating and reviewing documentation such as procedural, instructional, and operational guides and manuals• Scheduling and conducting quality audit inspections, and analyzing and reviewing systems, data, and documentation• Recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures• Installing, configuring, testing, maintaining, and administering new and upgraded networks, software database applications, servers, and workstations• Azure Active Directory, providing authentication for Microsoft 365 and SaaS based services• Microsoft 365 services, Exchange online, SharePoint and Intune. Intune is the management platform for centralized configuration of Windows 10, iOS, and android endpoint• Working closely with Project, security, and Transition Manager• Good understanding of firewalls, routers, cisco switches and Meraki devices• Experience working with Windows server 2019, IIS server 2012, Hyper-V and VMware • Network Printer set up, DHCP Reservation, SMTP testing and Printing Support• Setting up accounts and laptop for End user• Windows Server, VMware patching and Firmware updates after hour• Project management Support After hours

• Provide Service Desk 1st level IT support to ICT customers within agreed service levels whilst achieving high customer service and quality standards. • Experienced in troubleshooting and resolving assigned Incidents, Work orders and service request whilst ensuring the professional service.• Excellent customer service experience assisting EU’s with technical issues over the phone and by Remote into user’s machine• Experience working with Remedy ticket system and assigning tickets to appropriate resolver groups• Proven experience working with Microsoft operating systems such as Azure active directory, Microsoft exchange 2013/2016/O365• Strong knowledge of ITIL IT server management framework• Experienced with remote access, Active directory, SCCM, O365, Citrix, Novell, I manager, and Zen work.• Experience with RDP, software deployment and desktop support on Windows 7 and 10• Proven experience delivering higher first contact resolution • Excellent hardware and software troubleshooting skills• Ability to take on different challenges

• Testing Configuration• Fixing defects and minor changes • Reporting bugs and glitches • Data entry and changes in existing entries • Data analysis and verification • Communicate with other teams and incorporate changes • Good analytical and structured thinking • Ability to conceptualize and configure models and processes • Good attention to detail and thoroughness • Basic knowledge of database structure • Basic knowledge of digital marketing

• Demonstrated excellent sales and customer service skill in a busy and high competitive environment• Demonstrated strong understanding of system and resolved technical issues• Advanced leadership and problem solving issue dealing with different situation• Hand-selected by senior management to train 2-3 new managers per annum• Deal with generating reports and send it to upper management• Keeping records of daily stock inventory and store cleanliness adhere to OHS• Company’s work values and ethics are prime values for me