About
Background
I’m an IT Support Technician with over 5 years of experience delivering Level 1 and 2 technical support across Windows environments, Microsoft 365, and networking systems. I work well in SLA-driven service desk environments — logging, prioritising, and resolving incidents while keeping end users informed in plain language. Alongside day-to-day support, I build Power BI dashboards and write SQL queries that give managers and leadership clearer visibility into operations. I hold a Bachelor’s Degree in Computer Engineering and I’m based in Melbourne, VIC.
Experience
- Delivered Level 1/2 technical support for 100+ end users across desktop, server, and network environments, resolving 90%+ of incidents within SLA.
- Administered Microsoft 365 services — Exchange Online mailboxes, Teams, SharePoint permissions, and user lifecycle management via Entra ID.
- Managed Active Directory accounts, password resets, access control, and basic Group Policy configuration.
- Diagnosed and resolved network issues involving DNS, DHCP, VPN access, firewall rules, and switching environments.
- Built analytical reports, charts, and dashboards in Power BI and SQL to support business reporting for managers and senior leadership.
- Supported internal business applications and resolved issues across Windows, Apple, and ChromeOS devices.
- Delivered Microsoft 365 user support, including Outlook/OneDrive configuration and Teams troubleshooting.
- Handled onboarding/offboarding, including account provisioning and access control setup.
- Provided remote support via RDP and TeamViewer, and managed Service Desk queues against SLA/KPI targets.
Education
Bachelor’s Degree, Computer Engineering