Henry ***

CAREER SUMMARY

IT Support professional with 5 years of experience providing Level 1 and Level 2 technical support, desktop support, systems administration and end-user technology services across corporate and professional environments. Experienced in supporting Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID, Intune, endpoint devices, networking and IT service management platforms. Strong background in diagnosing and resolving hardware, software, network, user access and Microsoft 365 issues while maintaining high standards of customer service and technical documentation. Experienced in device deployment, user onboarding and offboarding, endpoint management, software installation, security updates and IT asset management. Skilled in managing incidents and service requests within structured ITSM and ITIL-aligned environments, prioritising competing technical issues and escalating complex problems appropriately. Strong communication and problem-solving skills with experience working closely with users, vendors, infrastructure teams and business stakeholders.

EDUCATION

RMIT University, Melbourne VIC
Bachelor of Information Technology — Information Technology, February 2017 – December 2020

EXPERIENCE

Technology Solutions Australia, Melbourne VIC — IT Support Specialist, January 2023 – Current

Provide Level 1 and Level 2 technical support to users across hardware, software, Microsoft 365, networking and workplace technology.
Diagnose and resolve technical incidents involving Windows 10/11, Microsoft 365 applications, laptops, desktops, printers, mobile devices and peripherals.
Provide administration and support for Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and Exchange Online.
Manage user accounts, security groups, permissions and access through Active Directory and Microsoft Entra ID.
Configure and manage corporate laptops, desktops and mobile devices using Microsoft Intune and endpoint management tools.
Deploy, configure and maintain Windows devices, business applications, security software and standard workstation configurations.
Troubleshoot network connectivity issues including Wi-Fi, Ethernet, VPN, DNS, DHCP and TCP/IP-related problems.
Manage incidents, service requests and technical tasks through ITSM platforms in accordance with agreed service levels.
Prioritise support tickets based on business impact, urgency and service requirements.
Provide remote and onsite technical support to users across Melbourne and other business locations.
Support MFA, password resets, account access, shared mailboxes, distribution groups and user permissions.
Perform device imaging, reimaging, software installation, application deployment and workstation refresh activities.
Troubleshoot endpoint security, encryption, patching and device compliance issues.
Assist with IT asset management including equipment allocation, inventory tracking, device replacement and lifecycle management.
Support employee onboarding and offboarding including account provisioning, device preparation, access configuration and equipment recovery.
Liaise with vendors and third-party providers to coordinate hardware repairs, software issues and technical escalations.
Investigate recurring technical problems and contribute to root cause analysis and preventative solutions.
Maintain accurate ticket notes, technical documentation, knowledge base articles and system records.
Assist with office technology including meeting room equipment, video conferencing systems, printers, scanners and collaboration devices.
Work closely with infrastructure, network, cybersecurity and application teams to resolve complex technical issues.
Participate in IT projects including hardware rollouts, Microsoft 365 changes, software upgrades and endpoint refresh programs.
Provide technical guidance to users and explain complex technical issues in clear, practical language.

Business Technology Services, Melbourne VIC — IT Support Analyst, January 2021 – December 2022

Provided first and second-level technical support to employees across desktop, laptop, software, network and user access environments.
Supported Windows 10/11 workstations and Microsoft 365 applications in a corporate environment.
Troubleshot Outlook, Teams, OneDrive, SharePoint, Microsoft Office and other business applications.
Created, modified and disabled Active Directory user accounts and managed group memberships and permissions.
Assisted with Microsoft Entra ID administration, MFA configuration and user access troubleshooting.
Supported laptops, desktops, monitors, docking stations, printers, scanners and other workplace technology.
Installed and configured operating systems, applications, drivers, security software and peripheral devices.
Assisted with Microsoft Intune device enrolment, endpoint configuration and software deployment.
Troubleshot Wi-Fi, Ethernet, VPN, DNS, DHCP and basic TCP/IP connectivity issues.
Logged, categorised, prioritised and resolved incidents and service requests using ITSM/ticketing platforms.
Escalated complex infrastructure, network, security and application issues to specialist technical teams.
Provided remote support using approved remote access and troubleshooting tools.
Assisted with new employee onboarding including account creation, equipment preparation and access provisioning.
Supported employee offboarding by disabling accounts, recovering equipment and removing system access.
Maintained IT asset registers and tracked hardware allocation, replacement and disposal.
Assisted with laptop refreshes, workstation deployments, office moves and technology upgrades.
Coordinated hardware warranty repairs and worked with external suppliers to resolve equipment issues.
Assisted with software patching, endpoint security updates and antivirus maintenance.
Prepared technical procedures, troubleshooting guides and knowledge base documentation.
Participated in IT service improvement initiatives focused on reducing recurring incidents and improving user experience.
Maintained accurate technical records and followed internal security, change management and IT service management procedures.

TECHNICAL SKILLS

IT Support: Level 1 Support, Level 2 Support, Service Desk, Desktop Support, End User Support, Incident Management, Problem Management, Technical Troubleshooting, Remote Support, Onsite Support

Microsoft Technologies: Microsoft 365, Microsoft Office, Outlook, Microsoft Teams, OneDrive, SharePoint, Exchange Online, Windows 10, Windows 11, Windows Server

Identity & Access: Active Directory, Microsoft Entra ID, Azure AD, User Account Management, Group Management, Permissions, MFA, SSO, Password Management, Access Control

Endpoint Management: Microsoft Intune, Endpoint Management, Device Enrolment, Device Compliance, Software Deployment, Application Deployment, Windows Imaging, Device Configuration, Patch Management

Networking: TCP/IP, DNS, DHCP, Wi-Fi, Ethernet, VPN, LAN, Network Troubleshooting, Remote Connectivity, IP Configuration

Hardware & Devices: Desktop Computers, Laptops, Monitors, Docking Stations, Printers, Scanners, Mobile Devices, Peripherals, Hardware Diagnostics, Device Deployment

IT Service Management: ITIL Practices, ServiceNow, Jira Service Management, Incident Management, Service Requests, SLA Management, Ticket Prioritisation, Change Management, Knowledge Management

Cybersecurity: Endpoint Security, Antivirus, MFA, Device Encryption, Security Patching, Access Control, Security Policies, Cybersecurity Awareness, Data Protection

Asset Management: IT Asset Management, Hardware Inventory, Device Allocation, Equipment Lifecycle, Warranty Management, Software Licensing

Systems & Tools: Microsoft Intune, Active Directory, Microsoft Entra ID, ServiceNow, Jira, PowerShell, Remote Desktop, Microsoft Teams, Microsoft Excel

Professional Skills: Technical Problem Solving, Analytical Thinking, Customer Service, Communication, Stakeholder Management, Prioritisation, Documentation, Teamwork, Time Management, Root Cause Analysis

Education

2017-02 to 2020-12
Bachelor of Information Technology — Information Technology
RMIT University, Melbourne VIC

Skills

IT Support | Level 1 Support | Level 2 Support | Service Desk | Desktop Support | End User Support | Technical Support | Troubleshooting | Incident Management | Problem Management | Microsoft 365 | Office 365 | Windows 10 | Windows 11 | Windows Server | Outlook | Microsoft Teams | OneDrive | SharePoint | Exchange Online | Active Directory | Microsoft Entra ID | Azure AD | User Account Management | Access Management | Group Policy | MFA | SSO | Microsoft Intune | Endpoint Management | Device Management | Software Deployment | Application Deployment | Windows Imaging | Patch Management | Endpoint Security | Device Encryption | Antivirus | TCP/IP | DNS | DHCP | Wi-Fi | Ethernet | VPN | LAN | Network Troubleshooting | Hardware Troubleshooting | Software Troubleshooting | Laptop Support | Desktop Support | Printer Support | Mobile Device Support | Remote Support | Onsite Support | IT Asset Management | Hardware Inventory | Device Deployment | ServiceNow | Jira Service Management | ITIL | SLA Management | Ticket Management | Change Management | Root Cause Analysis | Knowledge Base | Technical Documentation | Cybersecurity | Data Protection | Vendor Management | User Onboarding | User Offboarding | Microsoft PowerShell | Remote Desktop | Customer Service | Stakeholder Management | Problem Solving | Communication | Teamwork

Occupation: IT Support Specialist / IT Support Analyst

Experience: 5 years

Location: Victoria, Australia

Skills: Systems & Security, IT Service Management, Networking, Software & Tools

Experience: 5 years

Daily rate: AUD 350

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