About
Proactive IT Support and Systems Professional with experience in Level 1/2 technical support, infrastructure maintenance, and application administration across Windows and Linux environments. Skilled in Active Directory, Microsoft 365, networking, and system troubleshooting, consistently resolving incidents and supporting system upgrades and deployments. Passionate about ITIL-aligned service delivery and optimizing system performance, seeking a systems support and administration role in a dynamic IT environment.
Work
Sydney, NSW, Australia
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Summary
Delivered comprehensive first and second-level technical support, administering critical IT infrastructure and applications for end-users while contributing to system upgrades and projects.
Highlights
Provided expert Level 1 and Level 2 technical support to end-users, swiftly resolving a broad spectrum of hardware, software, and networking incidents to minimize downtime and enhance productivity.
Administered and maintained core Microsoft 365 services (Exchange Online, Teams, SharePoint) and Active Directory, managing user accounts, group policies, and security groups to ensure secure and seamless access.
Contributed to Windows Server administration, including patch management, system monitoring, and developing basic PowerShell scripts to automate routine tasks, improving operational efficiency.
Diagnosed and resolved complex issues related to remote access solutions (Citrix, VPNs, RDP), ensuring uninterrupted connectivity and productivity for a diverse user base.
Managed the full incident lifecycle using ServiceNow, Freshservice, and JIRA, consistently adhering to ITIL standards and contributing to efficient resolution times.
Supported application deployments, OS upgrades, and SCCM-based software distribution, facilitating smooth rollouts and minimal disruption across the enterprise environment.
Collaborated effectively with senior engineers on critical infrastructure projects, including device rollouts, system migrations, and security hardening initiatives, enhancing system reliability.
Sydney, NSW, Australia
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Summary
Oversaw daily operational workflows for an online retail team, ensuring efficient service delivery and effective resolution of front-line issues.
Highlights
Supervised daily operational workflows for an online retail team, ensuring timely escalation and swift resolution of technical and logistical issues to maintain service continuity.
Delivered exceptional customer service and managed stakeholder relationships, effectively resolving front-line issues and contributing to enhanced customer satisfaction.
Identified and implemented process improvements, collaborating with team members to optimize service delivery and boost operational efficiency within a fast-paced retail environment.
Education
Skills
Operating Systems & Servers
Windows Server Administration, Linux (Ubuntu, RedHat), Patch Management, Security Updates, Endpoint Protection.
Networking
TCP/IP, DNS, DHCP, VPN Configuration, Firewalls.
Identity & Access Management
Active Directory (User Accounts, Group Policies, Security Groups), Azure AD (Basic), PowerShell Scripting.
Productivity & Collaboration
Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Admin Center), Microsoft Intune (Device Enrollment, Policy Management).
Enterprise Tools & Databases
Citrix, SCCM (Application Packaging & Deployment), SQL (Queries & Troubleshooting), Remote Desktop Support.
Service Management & Monitoring
ServiceNow, JIRA, Freshservice, ITIL Practices, Incident Resolution.
Professional & Transferable Skills
Communication, Stakeholder Engagement, Analytical Problem Solving, Team Collaboration, Cross-functional Coordination, Client Consulting, Technical Documentation, Detail-Oriented Approach, SLA Compliance, Process Improvement.
References
Iffat Lameea
Student Experience Officer, Kaplan | Email: Iffat.lameea@kbs.edu.au | Mobile: +61 433 844 730