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
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