Angel Amatya
Sydney
Summary
Dedicated IT Support Technician with over a year of experience delivering Level 1 and Level 2 support through diverse channels, including phone, email, remote tools, and in-person interactions. Expertise in Windows system deployment, troubleshooting, Windows Server management, and endpoint configuration ensures efficient resolution of technical issues. Proficiency in Microsoft Intune, PXE imaging, Active Directory, and Office 365 is complemented by a strong focus on compliance-driven documentation. Recognized for enhancing support workflows and providing exceptional customer service in alignment with ITIL best practices while effectively utilizing tools such as Jira and Freshdesk within ITIL-aligned environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Field Technician / Deployment Technician
Information Management Integration (IMI)
02.2025 - Current
- Delivered Level 1/2 support for desktops, laptops, and endpoints across 100+ NSW public schools via phone, email, Teams, and remote tools, achieving 95% SLA compliance.
- Supported Microsoft 365 (Outlook, Teams, SharePoint) and Windows 10/11 environments for 1,000+ users, maintaining high system availability.
- Deployed Windows 11 devices using PXE Boot, BIOS/UEFI configuration, and Microsoft Intune for 500+ endpoints, reducing setup time by 40%.
- Resolved Intune enrollment, provisioning, and policy conflicts for 200+ devices, and managed 200+ user accounts and groups in Active Directory and Office 365, ensuring accurate permissions and timely access provisioning.
- Installed, configured, and maintained 350+ servers and UPS devices, including DHCP-based IP assignments, achieving 100% audit compliance and reducing on-site downtime by 30%.
- Created onboarding guides, process documentation, and 100+ knowledge base articles, improving team efficiency, enabling repeatable deployments, and reducing setup errors by 30–35%.
IT Deployment Technician
AMAZON
12.2018 - 12.2025
- Deployed and configured 30+ end-user workstations, including docking stations, monitor arms, and dual/multi-monitor setups, following L1 support best practices, resulting in fully operational workstations ready for day-one use.
- Provided Level 1 (L1) IT support during office rollout, installing and testing monitors, docks, cables, and adapters, ensuring zero downtime for end users on their first day.
- Troubleshot and resolved first-level hardware and connectivity issues (display detection, docking station faults, cabling issues), applying L1 support best practices and reducing setup delays by 25%, improving deployment efficiency.
- Performed structured cabling and hands-on hardware installation using approved connectors, delivering clean, ergonomic workstations that enhanced user productivity and satisfaction.
IT Deployment Technician
MUFG Bank
05.2025 - 05.2025
- Replaced and configured 150+ outdated workstations and integrated peripherals/network systems, minimizing business disruption and maintaining less than 5% user downtime.
- Delivered user onboarding sessions, reducing ticket submissions by 20% and improving end-user adoption.
- Upgraded 50+ Dell Wyse thin clients using Thin OS and USB-based imaging tools, accelerating deployment by 30%.
- Automated endpoint registration and firmware rollout via Wyse Management Suite, improving operational efficiency and consistency.
- Managed and coordinated updates for 150+ devices with minimal user disruption (less than 5%), maintaining SLA compliance.
IT Support Technician
TeQniko Pty Ltd
01.2025 - 02.2025
- Installed, configured, and maintained computer hardware, software, networks, printers, and scanners for 100+ users, ensuring minimal downtime and seamless operations.
- Provided remote and on-site support using SCCM Remote Control, Team viewer, Remote Desktop, and Remote Assistance, resolving 90%+ of tickets within SLA.
- Troubleshot and resolved Windows and macOS issues, printers, servers, Microsoft Outlook, and Microsoft Exchange, improving system reliability.
- Set up accounts for new users and repaired/replaced equipment as needed, ensuring timely onboarding and operational continuity.
- Monitored and maintained computer systems and networks, responding promptly to service requests and maintaining less than 5% system downtime.
Education
Master of Information Technology - Information And Communication Technology
APIC College
Parramatta, NSW01.2024
Bachelor of Science - Major in Physics
Amrit Science Campus
Kathmandu, Nepal01.2020
Skills
- Windows 10/11
- Outlook
- Teams
- OneDrive
- SharePoint
- Active Directory
- Azure AD (Entra ID)
- DNS / DHCP
- VPN / TCP-IP
- Mobile device management
- ITIL and IT documentation
Websites
Certification
- Microsoft Entra ID: Basics, LinkedIn Learning, 01/01/25
- Networking Foundations, LinkedIn Learning, 01/01/25
Timeline
IT Deployment Technician
MUFG Bank
05.2025 - 05.2025
IT Field Technician / Deployment Technician
Information Management Integration (IMI)
02.2025 - Current
IT Support Technician
TeQniko Pty Ltd
01.2025 - 02.2025
IT Deployment Technician
AMAZON
12.2018 - 12.2025
Bachelor of Science - Major in Physics
Amrit Science Campus
Master of Information Technology - Information And Communication Technology
APIC College