AVANI PATEL
Brisbane,QLD
Summary
Experienced IT Helpdesk Technician with strong expertise in Microsoft 365, Active Directory, Azure AD, and endpoint security. Skilled in providing technical support across hardware, software, network systems, and enterprise applications. Adept at troubleshooting, managing IT service requests, and implementing secure remote access solutions. Focused on enhancing user experience, optimizing system performance, and maintaining security across organizational IT infrastructure.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
Key Technologies
Toowong, Brisbane
06.2023 - Current
- Offer technical support for hardware, software, network, operating system, and enterprise application issues, ensuring quick and effective solutions.
- Process IT service requests and incidents using ticketing systems, ensuring proper documentation, and rapid response.
- Provide clear and timely communication with end users, ensuring high levels of user satisfaction, and efficient problem resolution.
- Manage user accounts, licensing, and permissions using systems such as Microsoft 365, Active Directory, Microsoft Entra ID, and other enterprise platforms.
- Conduct regular system health checks, deploy software updates, and apply security patches using remote monitoring and management tools to ensure optimal performance, stability, and security.
- Manage and support Azure AD, ensuring secure access controls, user permissions, enterprise application deployment, and compliance with security policies. Oversee Intune policies and device management to maintain a secure, well-maintained IT environment.
- Administer and optimize Microsoft Defender, managing endpoint security, email threat protection, and incident reporting to ensure a robust and proactive security posture.
- Implement and maintain backup solutions, ensuring reliable data protection, and swift recovery.
- Perform network troubleshooting, address connectivity issues, and manage routers, firewall rules, and VPNs to ensure secure infrastructure deployment.
- Install, configure, and maintain IT equipment, including computers, printers, routers, switches, firewalls, and mobile devices.
- Document troubleshooting steps and solutions to create a knowledge base for the IT department and end users.
- Collaborate with senior team members to address complex issues, and escalate when needed.
Education
MASTER of Information Technology -
Central Queensland University
Brisbane, QLD11-2020
Skills
Technical skills
- Operating Systems: Windows (10/11), macOS, Linux, iOS, and Android
- Networking and Hardware: TCP/IP, DNS, DHCP, VPN, Routers, Switches, Firewalls (Cisco, Sophos), Network troubleshooting, Printers/Scanners
- Cloud & Security: Microsoft Azure (Azure AD, VMs), AWS, Google Workspace, Microsoft 365 (Exchange, SharePoint, OneDrive, Teams), Microsoft Defender
- Support Tools: Active Directory, Microsoft Entra ID, Microsoft Intune, MDM Tools, ConnectWise, N-able (RMM), Backup Solutions (Cove, Continuum, NAS), Sophos, Basic PowerShell Script Knowledge
Other Skills
- Effective communication, problem-solving, and customer service
- Team-oriented, adaptable, and efficient multitasker
- Proactive and focused on improving user experience and system performance
- Experienced in creating and maintaining clear technical documentation, and troubleshooting logs
Certification
- MS-900 - Microsoft 365 Fundamentals
- SC-900 - Microsoft Security, Compliance, and Identity Fundamentals
- Sophos Central Certified Engineer
References
References available upon request.
Timeline
IT Help Desk Technician
Key Technologies
06.2023 - Current
MASTER of Information Technology -
Central Queensland University
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