Isha Bajgain
Penshurst,NSW
Summary
Dedicated and customer-focused IT Support Officer focused on delivering top-notch technical assistance and resolving complex issues. Seeking a position where in-depth knowledge of IT systems, problem-solving skills, and excellent customer service can enhance the smooth operation of the company's technology. Eager to apply expertise in troubleshooting hardware and software issues, implementing effective solutions, and ensuring optimal user experiences to support organizational goals.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Officer
Bupa Aged Care
09.2022 - Current
- Managed and prioritized incoming client requests via email and phone using Fresh Service to efficiently track and resolve issues and responded to tickets meeting SLA requirements
- Logged calls to higher-level support and followed escalation policies when necessary
- Performed on-boarding and off-boarding processes, and providing end-to-end on-site / remote support for client with password reset, unlocking user accounts etc
- Supported client with Office 365 tasks such as adding users to groups, mailbox delegation, license assigning, troubleshooting access issues, outlook issues etc
- Supported servers, workstations, applications and Microsoft 365 environments
- Liaised with users, suppliers, software and hardware vendors
- Managed user access permission to files in file server and SharePoint
- Enrolled devices such as iOS, Android and Windows using Microsoft Intune, deploying applications and ensuring enrolled devices are complaint
- Provided end user support with Active Directory, assigned Group Policy to users and groups on basis of requirements
- Managed assets inventory and contributed to upkeep of client documentation and knowledge base articles
- Created users, extensions and managed ring groups using 3CX VoIP system
- Training new employees / end users.
IT Support Intern
Interfuse Technologies
06.2022 - 08.2022
- Performed Level 1 / 2 support through different communication platforms such as phone support, or tickets in timely and professional manner
- Addressing help desk queries and providing customer service
- Resolving issues and providing remote support through RMM platforms
- Diagnosing and troubleshooting hardware and software issues such as issues with computers, printers etc reported by end users
- Escalating tickets to higher level when required
- Researching about Essential Eight and finding solutions on how company can achieve maturity levels.
Education
The ACS Professional Year Program – ICT -
QIBA, Sydney Campus
Sydney, NSW10.2023
Bachelor of Information Technology -
Kent Institute Australia, Sydney Campus
Sydney, NSW07.2022
Skills
- Microsoft 365 Administration – Active Directory, SharePoint, OneDrive, Teams, Skype for Business, Exchange Mail, Multi-Factor Authentication, Intune, Defender
- Communication – Remote Desktop Connection, Team Viewer, MS-Teams, Zoom, 3CX VoIP
- Virtualization – VMware Fusion, Oracle Virtual Box
- Microsoft Applications – Word, PowerPoint, Excel
- Microsoft Windows Server – DNS, DHCP, Group Policy, Active Directory, File and Print Server
- System Backup – CloudAlly
- Ticketing System – Fresh Service, Service Now, Atera
- Quick learner
- Customer-centric approach
- Effective teamwork and motivated team player
- Strong verbal and written communication skills
- Time management skills
Accomplishments
- Dean’s List for Outstanding Academic Performance- Trimester 1, 2022, Based on the results of Trimester 1, 2022, I was recognised for inclusion on the Dean's List for Outstanding Academic Performance.
- Certificate of Participation, For engaging in a discussion regarding course structure of the college with professionals from Australian Computer Society (ACS) on May 19th, 2022, at Kent Institute Australia, the certificate of participation was issued.
- Dean's List for Outstanding Academic Performance - Trimester 1, 2020, Based on the results of Trimester 1, 2020, I was recognised for inclusion on the Dean's List for Outstanding Academic Performance.
Certification
- AZ-900 (in progress)
- CCNA (in progress)
References
References available upon request.
Timeline
IT Support Officer
Bupa Aged Care
09.2022 - Current
IT Support Intern
Interfuse Technologies
06.2022 - 08.2022
The ACS Professional Year Program – ICT -
QIBA, Sydney Campus
Bachelor of Information Technology -
Kent Institute Australia, Sydney Campus
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