Birendra Yadav
St Leonards
Summary
Experienced IT Support Officer with a strong background in network administration, cloud fundamentals, and Microsoft 365 environments, backed by industry certifications including MS-900, and AZ-900. Proven ability to deliver efficient technical support, resolve complex system issues, and enhance IT infrastructure performance. Seeking to contribute my skills and certifications in a dynamic IT team where I can support business operations, drive technology adoption, and ensure high availability of systems and services.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT support Officer
ET Recruitment
Hurstville
05.2024 - Current
- Provide first point of IT Support for all the staff and clients via phone, email, and ticketing system.
- Manage and maintain desktops, laptops, printers, and mobile devices, including OS installations, upgrades, and troubleshooting.
- Configure and support LAN/WAN networks, switches, routers, and firewalls; apply CCNA-level networking knowledge to ensure network stability and performance.
- Administer user accounts and access rights in Active Directory and Microsoft 365 environments.
- Support Microsoft 365 applications (Exchange Online, Teams, Outlook, SharePoint, OneDrive) in alignment with MS-900 knowledge.
- Assist in Azure Active Directory administration and basic cloud infrastructure support using AZ-900 foundational skills.
- Maintain accurate documentation of incidents, asset inventory, and technical procedures.
- Collaborate with cross-functional teams to implement IT projects, upgrades, and security initiatives.
- Deliver IT onboarding for new employees, including hardware setup and user training on systems and tools.
IT Service Desk Analyst Intern
Snap Print and Design
North Ryde
12.2023 - 02.2024
- Provide first-line support for internal staff via phone, email, and ticketing system.
- Log, prioritize, and manage service requests and incidents using ITSM tools (e.g., Jira, Fresh service).
- Troubleshoot hardware, software, network, and peripheral issues across Windows, macOS, and mobile platforms.
- Escalate complex issues to appropriate second or third-level support teams when necessary.
- Maintain documentation of processes, common issues, and solutions.
- Support user account management, including onboarding/offboarding and access control.
- Monitor and maintain system alerts, ensuring timely resolution of recurring problems.
- Provide excellent customer service, ensuring issues are resolved promptly and users are kept informed.
- Assist with the monitoring and maintenance of the system infrastructure.
Customer Service Representative
Officeworks
Chatswood
08.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal waiting times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction Number%.
- Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
Education
The ACS Professional Year Program - ICT
QIBA
01.2023
Bachelor of Information Technology - undefined
Victoria University
01.2021
Advance Diploma of Information Technology - undefined
Academic Australasia College
01.2019
Skills
- Freshdesk
- ConnectWise
- Microsoft 365
- SharePoint
- Teams
- Intune
- Exchange
- Outlook
- LAN
- DHCP
- VPN
- DNS
- Switching and routing protocols
- One Drive
- RAID
- Azure Backup
- Azure Active Directory
- MFA
- Azure AD Connect
- Windows 10 Enterprise
- Android
- Chrome OS
- Windows server
- Remote Support
- Skype
- Zoom
- Team viewer
- Any Desk
- Active Directory
- Group policy
- Password reset
- Account creation
- Team Collaborative
- Assertive communication
- Keen to learn new skills
- Quick learner
- Confidence and passionate
- Calm and patience under pressure
- High-energy attitude
- Customer relations
- Honest
Certification
- Cisco Certificate Network Associate (CCNA), Ongoing
- Microsoft 365 Fundamentals (MS-900), 1100438394
- Microsoft Azure Fundamentals (AZ-900), 1100438394
Affiliations
Australian Computer Society (ACS), 13269667
Technology Proficiencies
Freshdesk, ConnectWise, Microsoft 365, SharePoint, Teams, Intune, Exchange, Outlook, LAN, DHCP, VPN, DNS, Switching and routing protocols, One Drive, RAID, Azure Backup, Azure Active Directory, MFA, Azure AD Connect, Windows 10 Enterprise, Android, Chrome OS, Windows server, Intune, Teams, Skype, Zoom, Team viewer, Any Desk, Active Directory, Group policy, Password reset, Account creation
Timeline
IT support Officer
ET Recruitment
05.2024 - Current
IT Service Desk Analyst Intern
Snap Print and Design
12.2023 - 02.2024
Customer Service Representative
Officeworks
08.2019 - Current
The ACS Professional Year Program - ICT
QIBA
Bachelor of Information Technology - undefined
Victoria University
Advance Diploma of Information Technology - undefined
Academic Australasia College
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