Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Aditya Sharma

Melbourne,VIC

Summary

Detail-oriented IT Support professional with experience supporting users across enterprise systems and applications. Strong in access management, incident logging, and first-level troubleshooting within SLA-driven environments. Hands-on knowledge of Windows and Microsoft 365, currently completing Microsoft AZ-900 (Azure Fundamentals). Seeking a Service Desk or IT Support role to deliver reliable technical support and user-focused solutions.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer and Systems Support Analyst

MUFG
Melbourne, Vic
03.2023 - 01.2026
  • Act as first point of contact for users requiring system and access support in a regulated environment.
  • Support users with login issues, password resets, and access permission across business systems.
  • Log, track, and update incidents and service requests using ServiceNow.
  • Perform basic troubleshooting for user-side system and application issues.
  • Follow defined IT support processes, escalation paths, and SLA requirements.
  • Maintain accurate documentation and communicate effectively with technical teams.

Customer & Technical Support Consultant

Telstra
Melbourne, Vic
05.2021 - 03.2023
  • Support users with system, account, and service-related issues using internal platforms.
  • Logged and managed requests through CRM and ticketing systems.
  • Followed troubleshooting guides and standard operating procedures.
  • Escalated unresolved issues to specialist technical teams with clear documentation.
  • Maintained accurate records and adhered to service quality standards.

Education

Master of Information Technology - Professional

Latrobe University
Melbourne, VIC
01.2021

Skills

  • Level 1 IT Support fundamentals
  • User access & password reset support
  • Windows 10/11 user environment
  • Microsoft 365
  • Azure fundamentals
  • Software installation
  • Ticketing & request logging
  • Incident documentation & escalation

Certification

  • MS AZ-900 Certification - Ongoing

Timeline

Customer and Systems Support Analyst

MUFG
03.2023 - 01.2026

Customer & Technical Support Consultant

Telstra
05.2021 - 03.2023

Master of Information Technology - Professional

Latrobe University
Aditya Sharma