Samuel ***

CAREER SUMMARY

IT Support professional with 4 years of experience providing technical support, troubleshooting, systems administration and end-user assistance across corporate, professional and service-based environments. Experienced in supporting Windows workstations, Microsoft 365, Active Directory, user accounts, network connectivity, hardware, software and IT infrastructure. Strong background in incident management, problem resolution, device deployment, system configuration and technical documentation. Skilled in diagnosing hardware, software, network and user access issues and providing practical solutions within agreed service levels. Experienced in working with users, vendors, internal IT teams and business stakeholders to maintain reliable and secure IT operations. Strong understanding of ITIL practices, cybersecurity requirements, data protection, asset management and Australian workplace technology environments.

EDUCATION

RMIT University, Melbourne VIC
Bachelor of Information Technology — Information Technology, February 2018 – December 2021

EXPERIENCE

Technology Solutions Australia, Melbourne VIC — IT Support Specialist, January 2024 – Current

Provide Level 1 and Level 2 technical support to users across hardware, software, network and systems-related issues.
Diagnose and resolve incidents involving Windows operating systems, Microsoft 365, applications, printers, peripherals and user devices.
Manage user accounts, passwords, permissions and access through Active Directory and Microsoft 365 administration tools.
Configure, deploy and maintain laptops, desktops, mobile devices, printers and other IT equipment.
Install and configure Windows operating systems, business applications, security software and standard workstation configurations.
Troubleshoot network connectivity issues including Wi-Fi, Ethernet, VPN, DNS, DHCP and basic TCP/IP connectivity.
Provide remote and onsite technical support to users across office locations and remote working environments.
Manage IT service requests and incidents through service desk platforms in accordance with agreed service levels.
Escalate complex technical issues to infrastructure, network, security and application teams where required.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint and user account configuration.
Assist with onboarding and offboarding processes including account creation, device preparation, permissions and equipment allocation.
Maintain accurate records of incidents, service requests, assets, configurations and troubleshooting activities.
Perform hardware and software troubleshooting and coordinate warranty repairs and vendor support when required.
Assist with IT asset management including device allocation, inventory tracking, replacements and equipment lifecycle management.
Apply security policies including endpoint protection, password requirements, access controls and software update procedures.
Assist with system upgrades, software deployments, workstation refreshes and other IT improvement projects.
Prepare technical documentation, user guides and knowledge base articles to support common IT issues.
Work closely with internal teams, vendors and business stakeholders to identify recurring issues and improve IT support processes.
Monitor recurring incidents and contribute to root cause investigations and preventative solutions.
Provide technical guidance to users and communicate troubleshooting steps clearly to both technical and non-technical stakeholders.

Business Technology Services, Melbourne VIC — IT Support Officer, January 2022 – December 2023

Provided first-level technical support to employees for hardware, software, application and connectivity issues.
Troubleshot Windows desktops, laptops, printers, mobile devices and common business applications.
Assisted users with Microsoft 365 applications including Outlook, Teams, OneDrive and SharePoint.
Created, modified and disabled user accounts and managed access permissions through Active Directory.
Installed and configured computers, operating systems, applications, printers and peripheral devices.
Supported basic network troubleshooting including Wi-Fi, Ethernet, VPN, DNS and DHCP issues.
Logged, prioritised and resolved incidents and service requests through the IT service management platform.
Assisted with user onboarding, workstation setup, equipment allocation and access provisioning.
Supported employee offboarding by disabling accounts, recovering IT equipment and removing system access.
Performed remote support using approved remote access and troubleshooting tools.
Escalated complex incidents to senior IT engineers, network teams and application support teams.
Assisted with hardware replacements, warranty claims and coordination with external IT suppliers.
Maintained IT asset registers and updated equipment records following device deployments and replacements.
Assisted with software updates, security patches, antivirus configuration and endpoint maintenance.
Conducted basic troubleshooting of printers, scanners, meeting room equipment and other office technology.
Prepared technical documentation and knowledge base articles for recurring support issues.
Assisted with IT infrastructure upgrades, workstation refresh projects and software deployment activities.
Maintained accurate records of support activities, user requests, equipment and system changes.
Followed internal IT policies, cybersecurity procedures, data protection requirements and service management processes.
Provided clear and professional technical assistance to users with different levels of technical knowledge.

TECHNICAL SKILLS

IT Support: Desktop support, technical support, help desk support, Level 1 support, Level 2 support, incident management, troubleshooting, remote support, onsite support

Operating Systems: Windows 10, Windows 11, Windows Server, macOS, operating system installation, configuration, troubleshooting

Microsoft 365: Microsoft 365, Outlook, Teams, OneDrive, SharePoint, Microsoft Office, Exchange Online, user administration

Identity & Access: Active Directory, Microsoft Entra ID, user accounts, password management, permissions, access control, user onboarding and offboarding

Networking: TCP/IP, DNS, DHCP, Wi-Fi, Ethernet, VPN, network troubleshooting, IP configuration, connectivity troubleshooting

Hardware: Desktop computers, laptops, monitors, printers, scanners, mobile devices, peripherals, hardware diagnostics, device deployment

IT Service Management: ServiceNow, Jira Service Management, incident management, service requests, SLA management, ticketing systems, ITIL practices

Systems & Security: Endpoint management, antivirus, security patching, software deployment, endpoint security, cybersecurity awareness, access management

Asset Management: IT asset tracking, hardware inventory, equipment allocation, device lifecycle management, warranty coordination

Software & Tools: Microsoft 365, Active Directory, Microsoft Entra ID, ServiceNow, Jira, Microsoft Intune, Remote Desktop, Microsoft Teams, PowerShell, Microsoft Excel

Professional Skills: Technical troubleshooting, analytical thinking, problem-solving, customer service, communication, documentation, prioritisation, stakeholder management, teamwork and time management

Education

2018-02 to 2021-12
Bachelor of Information Technology — Information Technology
RMIT University, Melbourne VIC

Skills

IT Support | Technical Support | Help Desk | Desktop Support | Level 1 Support | Level 2 Support | Troubleshooting | Incident Management | Service Desk | Windows 10 | Windows 11 | Windows Server | Microsoft 365 | Microsoft Office | Outlook | Microsoft Teams | OneDrive | SharePoint | Active Directory | Microsoft Entra ID | User Account Management | Access Management | Password Management | Microsoft Intune | TCP/IP | DNS | DHCP | Wi-Fi | Ethernet | VPN | Network Troubleshooting | Hardware Troubleshooting | Software Troubleshooting | Laptop Deployment | Desktop Support | Printer Support | Remote Support | Onsite Support | IT Asset Management | Device Deployment | Software Installation | Software Deployment | Endpoint Security | Antivirus | Security Patching | ITIL | ServiceNow | Jira Service Management | SLA Management | User Onboarding | User Offboarding | Technical Documentation | Knowledge Base | Vendor Management | Problem Management | Root Cause Analysis | Customer Service | Stakeholder Management | Technical Problem Solving

Occupation: IT Support Specialist

Experience: 4 years

Location: Melbourne, Victoria, Australia

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

Experience: 4 years

Daily rate: AUD 300

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