Suman Katwal Email & Phone Number

Canberra, ACT, AU

• Diagnose and resolve system and network-related issues in accordance with company policies and procedures.
• Configure, maintain and audit security and compliance policies in Microsoft Intune for Windows/macOS and mobile devices to successfully deliver stakeholder requirements.
• Oversee and maintain server configurations for on-premises, hybrid, and cloud servers, ensuring seamless configuration and user changes synchronisation.
• Manage user accounts in the active directory, overseeing security groups and password policies.
• Deliver excellent customer service for all support queries and tickets, consistently meeting SLA requirements.
• Create and maintain a comprehensive knowledge base, documenting technical/security issues and their troubleshooting procedures.

• Effectively manage and lead a team, setting performance expectations and conducting regular evaluations.
• Monitor incidents and requests to ensure efficient service delivery and quality of service.
• Provide technical guidance and support to Service Desk Specialists to resolve complex issues.
• Identify training needs and provide regular training for team members to promote a culture of continuous learning.
• Create and update technical documentation and knowledge resources for the Service Desk team.
• Laise technical matters between clients and vendors to encourage effective working relationships.

Professional Year, Information Technology

Bachelor'S Degree, Information Technology

Level Iv Diploma In Computing, Information Technology