Ashish Tiwari
Moonee Ponds,Australia
Summary
Dynamic IT Support professional with a proven track record at Universal Higher Education, excelling in technical support and user account management. Adept at software deployment and fostering customer satisfaction, I effectively resolved support tickets and enhanced IT operations, ensuring seamless access to Microsoft 365 applications and maintaining high service availability.
Overview
3
3
years of professional experience
Work History
IT Support
Universal Higher Education (UHE)
Melbourne, Australia
12.2022 - Current
- Delivered technical support to over staff and students, ensuring smooth IT operations across all departments.
- Set up and maintained computer labs and classrooms, including installation and configuration of academic software, user profiles, and device policies.
- Managed software licensing and updates for student labs, ensuring all required tools were pre-installed and compliant with usage policies.
- Imported and managed student accounts into the domain via Active Directory, including bulk user creation using PowerShell scripts.
- Managed Active Directory for user account provisioning, access rights, and password resets.
- Handled device reimaging, configuration, and software deployment using industry-standard tools.
- Set up and maintained lecture and seminar room equipment, including smart boards and projectors.
- Logged and resolved support tickets via internal IT ticketing systems, ensuring fast response times.
- Provided daily support for Microsoft 365 applications such as Outlook, Teams, Excel, Word, and OneDrive, resolving sync issues, permissions, and setup errors.
- Administered and maintained Azure and SharePoint environments, managing user access, site permissions, and storage solutions.
- Delivered remote and on-site technical support for faculty and students, ensuring high availability of IT services.
- Actively sought feedback from all levels of employees in order to improve customer service levels associated with IT support functions.
- Assisted in the development and implementation of new processes related to IT support activities.
- Provided technical support to users with a variety of questions related to computer systems, software and hardware.
Education
Bachelor’s Degree - Information Technology
Victoria Institute of Technology
01.2022
Advanced Diploma - Information Technology
Starthfield College
01.2020
Diploma - Information Technology
Starthfield College
01.2019
Skills
- Active Directory, user account management and Password resets/permissions
- Microsoft Azure, Software deployment, SharePoint, Windows Deployment Services and office 365 administration(Exchange, Teams, OneDrive),
- Technical hands on all hardware like laptops, Desktop(BIOS/UEFI, device drivers), smart boards, printers, projectors etc,
- hands on ticketing System and software Licensing,
- Troubleshooting boot issues, profiles, system errors on all Windows 10/11, Windows Server, MacOS,
- Remote Desktop like AnyDesk, TeamViewer, Connectwise, RDP etc,
- Network troubleshooting like LAN/Wi-Fi, configure switch, VPN, TCP/IP, DNS/DHCP basics etc,
- experienced on Intune, Group policy management and virtualisation technology like VMware/Hyper-V etc,
- Basics on scripting using PowerShell or Bash (basic automation, log collection, resets),
- Basic firewall rules and endpoint protection
- Capturing image/reimaging
Soft Skills
- Investigating root causes beyond surface-level symptoms and Quickly diagnosing technical issues.
- Prioritizing based on urgency and business impact
- Writing clean and accurate documentation or ticket notes and Explaining technical issues clearly to non-technical users
- Staying patient and calm with frustrated users
- Being reliable, punctual, and consistent in work and Taking ownership of issues until resolved
- Sharing knowledge and mentoring juniors
- Avoiding mistakes in configurations or user permissions
- Being open to feedback and learning from mistakes
- Staying focused under pressure or during outages
References
Will be Provided
Timeline
IT Support
Universal Higher Education (UHE)
12.2022 - Current
Bachelor’s Degree - Information Technology
Victoria Institute of Technology
Advanced Diploma - Information Technology
Starthfield College
Diploma - Information Technology
Starthfield College