BRAJESH MISHRA - Helpdesk Support Officer - Extratech Pty Ltd

Summary

Customer-focused IT help specialist and Help Desk Officer with experience in debugging, providing technical help, and resolving issues quickly to guarantee maximum customer satisfaction. Have experience with Windows Server 2016/2019, Windows 10/11, Microsoft Azure, Microsoft 365, and Intune. Specialized in Active Directory management, user assistance, and service desk operations, with combination of technical expertise with great communication and customer service skills. Optimistic and detail-oriented, excel in both team and individual settings, exhibiting ingenuity and thoroughness in all tasks. Looking for a position in IT Support, System Administration, or Network Support where my abilities can be use, deliver effective solutions, and advance in a fast-paced IT environment.

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Overview

5

years of professional experience

1

Certification

Work History

Helpdesk Support Officer

Extratech Pty Ltd

Hurstville

06.2025 - Current

Monitored and optimized performance of Windows 8/10/11 systems using Task Manager, Event Viewer, and Resource Monitor, ensuring smooth operation and stability.
Diagnosed and resolved issues related to updates, upgrades, BSOD errors, licensing, configuration, and backups.
Provided frontline support for desktops, laptops, printers, cameras, speakers, and peripherals by installing software, updating drivers, and resolving hardware-related issues.
Acted as the first point of contact for IT support, managing tickets through ServiceNow/ZenDesk and escalating complex cases to higher-level teams (L2/L3).
Troubleshot and configured network services including DHCP, DNS, LAN, and WAN to maintain seamless connectivity.
Deployed and maintained antivirus solutions (e.g., McAfee) to safeguard system security.
Delivered remote support via RDP, TeamViewer, and Zoom, resolving technical issues promptly and effectively.
Assisted with Windows 10 deployment and post-imaging system monitoring, including user transitions and security compliance.
Administered Windows Server 2016/2019 environments – managed Active Directory accounts, onboarding/offboarding, password resets, group policy, and NTFS permissions.
Configured shared personal and network drives with access restrictions for secure data handling.
Performed system backups, RAID (0, 1, 5, 10) configurations, and NAS management for data protection.
Supported Microsoft Intune for device enrollment, compliance, software deployment, and secure device wiping.
Managed Microsoft Outlook troubleshooting (PST issues, backup, account recovery, add-ins) across desktop and web platforms.
Implemented Microsoft 365 and Entra ID (Azure AD) – account management, license assignments, MFA configuration, and SSPR support.
Demonstrated working knowledge of ITIL practices, including SLA management and incident escalation.

Team Leader

GJK Facility Services

Sydney Metro

01.2021 - 05.2024

Managed client issues and conflicts with professionalism and empathy, ensuring concerns were resolved effectively.
Handled 30+ customer interactions per shift while maintaining efficiency and high-quality service standards.
Identified customer needs and provided tailored solutions, fostering trust and satisfaction.
Remained calm and solution-focused under pressure, including when addressing dissatisfied customers.
Collaborated with team members to deliver seamless service and maintain high operational standards.
Achieved 80%+ positive customer satisfaction ratings consistently through reliable and competent service.
Maintained accurate records and reported issues promptly, supporting smooth team communication and accountability.
Adapted quickly to changing tasks and priorities, demonstrating flexibility and time-management skills.
Followed strict safety and compliance procedures, ensuring a secure and well-maintained environment.
Built strong interpersonal and communication skills through daily interaction with diverse clients and colleagues.

Education

Bachelor of Information Technology - undefined

King's Own Institute

Sydney

Professional Year In IT -

Education Centre of Australia (ECA)

Sydney

Skills

Operating Systems: Installation, upgrades, and troubleshooting of Windows 8/10/11 (boot failures, file system errors, BSOD, update issues)
Server Administration: Windows Server 2016/2019 – Active Directory (AD), Group Policy, DHCP, DNS, and Print Server configuration
Cloud & Identity Management: Microsoft 365 and Entra ID (Azure Active Directory) – account provisioning, license assignments, MFA, and administration of Exchange Online, Teams, SharePoint, OneDrive, Skype for Business
Endpoint Management: Microsoft Intune – device enrollment, compliance policy configuration, software deployment, MDM & MAM (Windows Information Protection)
Microsoft Office Suite: Support and troubleshooting for Outlook, Word, Excel, PowerPoint, and Company Portal
Networking: Strong understanding of LAN/WAN, VLANs, VPNs, Wi-Fi, IP addressing, and access points; foundational knowledge of routing and switching protocols

Hardware Support: Diagnosis and repair of desktops, laptops, mobile devices, peripherals, and multimedia equipment
Printer Troubleshooting: Installation, connectivity, driver configuration, and resolution of print queue issues across network and local printers
Remote Support Tools: Experience with RDP, TeamViewer, AnyDesk, and Quick Assist for end-user support
Virtualization Platforms: VMware Workstation and Oracle VirtualBox – VM setup and management
Backup & Recovery: RAID setup, Windows backup utilities, cloud storage solutions, disk imaging, and system restoration strategies
Service Desk Systems: Familiarity with ITSM/ticketing platforms such as ServiceNow and LANDesk

Certification

Cisco Certified Support Technician (CCST) (100-150), ID: [1762cee46c4b43e8a52274a2b4d2b159] (Cisco Certified)
Microsoft 365 Fundamentals (MS-900), ID: [8C88B88D48805CFC], (Microsoft Certified)
Microsoft Azure Fundamentals (AZ-900), ID:[E2E6FF34CD592CDB], (Microsoft Certified)
ITIL (Learning ITIL) (LinkedIn Certified)

PROJECTS

1. Backup & Restore with Veeam

Installed Veeam Backup & Replication in a lab environment.
Configured backup jobs for virtual machines and critical data.
Tested backup schedules and retention policies.
Performed restore tests to validate data recovery.
Troubleshot failed backup jobs and storage issues.
Documented backup and recovery procedures for IT operations.
Learned practical data protection, monitoring, and disaster recovery.

2. LAN Setup & Connectivity Testing

Built a small network using PC → Switch → Router in Cisco Packet Tracer.
Configured IP addresses, subnet masks, and default gateways.
Verified connectivity with ping and traceroute commands.
Monitored interface status and link lights on devices.
Simulated network issues and implemented basic troubleshooting.
Learned network fundamentals: DHCP, DNS, and static routing.
Documented setup for reference and knowledge sharing.
Tested file sharing and printer connectivity across the network.
Gained hands-on experience in practical networking and troubleshooting.

3. Intune Device Management Lab

Enrolled Windows devices into Microsoft Intune for centralized management.
Applied security policies, device restrictions, and compliance settings.
Deployed applications remotely to multiple devices.
Monitored device health and compliance status in Intune portal.
Troubleshot enrollment and policy application issues.
Automated routine updates and patching for managed devices.
Documented procedures for future IT support tasks.
Gained practical skills in device management and remote troubleshooting.

Personal Attributes

• Time management | Resilient under pressure | Detail-oriented with a focus on accuracy

• Excellent multitasking abilities | Attention to Detail | Excellent prioritization skills

• Effective communication Skills | Resourceful problem-solver | Timely Resolution of issues

• Customer Focused | Quick learner | Eager to embrace new technologies

REFERENCES

Available on Request

Timeline