Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Aarogya Giri

Wolli Creek

Summary

I am an experienced, enthusiastic, and dedicated IT professional with a proven ability to apply my expertise in practice. I possess excellent communication and technical skills, and I am confident in my ability to provide top-quality customer service and technical support to users. Proficient in network security and systems administration, with hands-on experience using programming languages and troubleshooting hardware issues. Committed to leveraging skills to drive efficiency and innovation in IT solutions.



Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Service and Operations Specialist

Webuild
10.2024 - Current
  • Configuring and troubleshooting network infrastructure (routers, switches, firewalls) for stable, secure connectivity.
  • Providing technical support for hardware, software, and network issues via remote assistance, on-site visits, and ticketing systems (Fresh Service, Teams).
  • Installing, upgrading, and maintaining IT software and network infrastructure on devices to meet evolving organizational needs.
  • Configuring and troubleshooting VPNs (FortiClient, Cisco AnyConnect) for secure remote access.
  • Managing and securing mobile devices with tools like Microsoft Intune and Samsung Knox Admin to ensure policy compliance.
  • Administering and troubleshooting email systems (Microsoft Exchange, Mimecast) for reliable communication.
  • Resolving complex issues with network printers, scanners, and peripherals (e.g., Fuji Xerox, Epson).
  • Using advanced testing techniques to debug and fix application errors for optimal performance.
  • Developing and managing high-quality code that adheres to system design and technical specifications.
  • Providing user training and creating documentation (KB) on IT systems, applications, and security.
  • Managing IT assets, tracking hardware inventory and software licenses, ensuring policy compliance.
  • Collaborating on IT projects (system migrations, software deployments) through planning, execution, and testing for successful outcomes.

IT Support Analyst

Aware Super
10.2023 - 09.2024
  • Providing technical support to users for hardware, software, and network-related issues, ensuring prompt resolution either remotely, on-site using ServiceNow ticketing system and Amazon Connect phone system.
  • Configuring and troubleshooting network infrastructure, including routers, switches, and firewalls to ensure stable and secure connectivity..
  • Educating users through training sessions and creating documentation (KB) to improve their understanding of IT systems, applications, and security practices.
  • Managing IT assets, including tracking hardware inventory and software licenses, ensuring compliance with organizational policies and licensing agreements.
  • Monitoring service levels to ensure that IT services meet or exceed agreed-upon standards, tracking response times, resolution rates, and customer satisfaction.
  • Participating in IT projects, such as system migrations and software deployments, contributing to planning, execution, and testing to ensure successful project outcomes.
  • Supporting remote access solutions by configuring and troubleshooting VPNs, ensuring secure and reliable connectivity for remote users.
  • Managing and securing mobile devices using enterprise tools like Microsoft Intune, ensuring they comply with organizational security policies.
  • Configuring and resolving issues related to network printers, scanners, and other peripherals to ensure they are accessible and functional for users.

IT Support Engineer

NBN Co Ltd
06.2023 - 10.2023
  • Ensure the proper functioning of all Services.
  • Manage the asset database, build and execute purchase plans and manage vendors.
  • Follow up on the budget planning, report on the actuals and analyse the data from the providers.
  • Creating collaborative teams to work on different projects between the company's employees and vendors.
  • Administrating security-related alerts and ensuring security in the company system.
  • Managing, monitoring and resolving tickets using a ticketing system.
  • Collaborating and coordinating with external vendors to implement company projects.
  • Escalating incidents and requests beyond the scope of L1/L2 to Level 3 Support teams in a timeline manner.
  • Working on internal asset management, keeping the track of assets, labelling them, managing, and liaising with external vendors for hardware support.
  • Supporting the internal hardware, software, networks, and other peripherals and communicating with the vendors upon major hardware issues.
  • Providing application support by installing operating systems, Microsoft 365 Applications, and other enterprise applications.
  • Liaising with outsourced and external IT companies to ensure all issues are dealt with in a timely manner.

IT Service Specialist

Clyde and Co
02.2023 - 06.2023
  • Responding to tickets and pings in teams and resolving technical issues related to hardware, software, and network connectivity for lawyers and staff members. -
  • Maintaining and upgrading the firm's computers, servers, printers, and other technology assets, and ensuring that all software applications are up-to-date and functioning properly.
  • New starter desk setup (Hardware setup), Build a machine for a new starter by deploying company configurations using MDM software like Intune and JAMF.
  • Solving tickets escalated from service desk and solving them according to the priority level.
  • Logging all tickets as well as service requests and collecting the required information through an effective incident management system.
  • Implementing and maintaining security measures, such as firewalls, antivirus software, and data encryption, to protect the firm's sensitive data and client information.
  • Facilitating remote work by setting up and managing virtual private networks (Forticlient VPN), video conferencing software, and other remote access tools (Dameware).
  • Administrating and managing inter-communication site (SharePoint) by integrating Microsoft's new features and updating resolutions and news contents.
  • Setting up the meeting rooms and walking up to them if any issues, fixing the teams meetings as they had VC systems, clickshare, HDMI and mobile unit options.
  • Creating user profiles in the Azure cloud and dealing with O365 products.
  • Responsible for taking routine backups, emails and server administration, monitoring updates on both server and client machines.

Education

BACHELOR'S DEGREE - Information Technology(IT) in Computing

King's Own Institute
11.2021

Skills

  • IT Ticketing System: Fresh Service, ServiceNow, Zendesk,
  • Remote Monitoring Tools: Anydesk, Solar Winds and Central, TeamViewer, Dameware
  • Cloud Solution: Microsoft Azure
  • Mobile Device Management: Samsung Knox Mobile, Cisco Meraki and Microsoft Intune, Ultphone Phone Repair
  • Antivirus and DNS filtering: Mimecast, TrendMicro, Webroot, Crowdstrike
  • Programming Languages: PowerShell scripting
  • Platform: Microsoft Exchange/Office 365 Admin Center, Microsoft Active Directory, SCCM
  • Virtual Systems: Citrix, ESXi 65, HyperV
  • Backup Software: Veeam Backup for Office 365, Veeam Backup and replication
  • Server Management: Azure Active Directory, Microsoft Active Directory
  • Operating System: Windows, Android, Mac
  • Networking: LANs / WANs /, TCP / IP, VoIP, DNS, Wireless /VPN, Cisco Umbrella
  • Servers: File Server, Print Server, Application Server, DNS Server, Virtual Server, Microsoft Exchange Server, Monitoring and Management Server, Cloud Server
  • Phone Server: 3CX, Amazon Connect
  • Hardware: Routers, Switch, Server, Meeting Rooms
  • Printer: Fuji Xerox, Canon

Certification

  • System Analyst (ACS) ANZESCO Code: 261112
  • Computer Network and Systems Engineer (ACS) ANZESCO Code: 2631110
  • CCNA

Timeline

IT Service and Operations Specialist

Webuild
10.2024 - Current

IT Support Analyst

Aware Super
10.2023 - 09.2024

IT Support Engineer

NBN Co Ltd
06.2023 - 10.2023

IT Service Specialist

Clyde and Co
02.2023 - 06.2023

BACHELOR'S DEGREE - Information Technology(IT) in Computing

King's Own Institute
Aarogya Giri