● Delivering Level 1 and 2 IT support through various channels, including phone, email, remote assistance (using Any Desk, TeamViewer, and Quick Assist), and on-site visits.● Creating, prioritizing, and managing service tickets in ServiceNow in accordance with service level agreements (SLAs).● Installing and configuring hardware, software, and operating systems (Windows, macOS, and MS Server).● Configuring, managing, and troubleshooting network issues to ensure seamless connectivity.● Installing and resolving issues with printers, scanners, and other multifunction devices.● Configuring and troubleshooting user accounts and permissions within Microsoft Office 365 Suite and Google Workspace.● Overseeing the on-boarding and off-boarding processes for users, managing security groups, and configuring access permissions.● Installing, configuring, and troubleshooting collaboration and meeting tools, including Microsoft Teams, Google Meet, and Zoom.● Managing Microsoft Azure and Azure Active Directory, as well as supporting hybrid infrastructure environments.● Setting up and supporting cloud accounts, including Microsoft Exchange, SharePoint, and AWS.● Monitoring backup processes to ensure data integrity and facilitate timely recovery.● Implementing and supporting VPN solutions to provide secure remote access for users.● Administering VMware and Hyper-V virtualization environments while optimizing resource allocation.● Preparing comprehensive network documentation and maintaining a knowledge base for reference.

Technical Skills:Configured and deployed laptops and desktops, ensuring optimal performance.Diagnosed and resolved technical issues, providing timely user support.Managed user accounts and conducted software installations and updates.Conducted inventory audits and basic network troubleshooting.Delivered remote technical support using remote connection tools.Soft Skills:Gained insights into Australian workplace culture and IT industry standards.Participated in workshops on communication, teamwork, and problem-solving.Expanded professional network through industry engagement.

• Greeted customers and provided information on scanning, photocopying, and printing services, including pricing and turnaround times.• Accurately recorded customer orders and ensured the correct handling of digital files for optimal quality.• Processed payments and issued receipts, while actively upselling additional services such as binding and laminating.• Conducted routine equipment maintenance, addressed customer complaints efficiently, and escalated complex issues to management as needed.• Collaborated with team members to streamline processes and improve service delivery, contributing to overall customer satisfaction.