Experience

Service Stream

• Australia
• Civil Engineering
• 700 & Above Employee

• Information Technology Intern

  • Jul 2023 - Present

  • Gained hands-on experience in managing user accounts, permissions, and account settings in Active Directory, ensuring authorized user access and authentication within the organization's network as well as managing User onboarding and offboarding. • Accepted service desk calls, email, walk in, understanding client or staff issues and provided troubleshooting and eventually resolved, and sometimes escalated if required. • Provided support with setting up MFA (Multifactor Authentication). • Supported users on Azure Active Directory Admin Center, creating user account, resetting passwords, managing applications status. • Supported Microsoft outlook application issues for mobile phone, tablet, and desktops issues including, login, backup. • Remote software installations using TeamViewer, using administrator accounts. • Performed re-imaging and configuring of new laptops, ensuring the installation of necessary software and services. • Acquired knowledge and proficiency in using Service Now, the ticket management platform, to log, track, and escalate IT incidents and service requests, adhering to established processes and procedures. • Achieving SLAs within stipulated time frames and ensure that work is carried out within agreed service levels (SLA) and in accordance with department guidelines. • Created knowledge base documents for support team for a smoother functioning. • Acquired valuable hands-on experience with various IT tools and systems, enhancing proficiency in troubleshooting and resolving technical issues. • Stay up to date with the latest technology trends, IT best practices, and company-specific applications. Show less



Shubham Powers and Multi traders

• IT Support Specialist

  • Feb 2021 - Jun 2022

  • Assisting end users to troubleshoot basic hardware and software issues. • Created and maintained technical documentation and standard operating procedures (SOPs) to assist end-users with IT-related tasks. • Provided training to end-users on how to use hardware, software, and other IT systems. • Escalating issues to senior support staff or external vendors as required to resolve more complex issues. • Ensured the security of IT systems and data by monitoring and enforcing policies, implementing security measures, and performing regular security Audits • Acquired valuable hands-on experience with various IT tools and systems, enhancing proficiency in troubleshooting and resolving technical issues. Show less