Divyang Kapuriya
Perth,WA
Summary
IT Support Professional with over 7 years of experience providing helpdesk and technical support across diverse IT environments. Skilled in troubleshooting, Microsoft Office 365, Windows Server, and networking technologies. Strong track record of delivering excellent customer service and effective IT solutions while working both independently and within team environments.
Overview
10
10
years of professional experience
Work History
IT Services and Support Assistant
Password – English Language Testing
08.2023 - 09.2025
- - Delivered first-line IT support to global staff across multiple time zones, resolving 30+ tickets weekly with a 95% satisfaction rate.
- - Administered Office 365 and Azure user accounts, handling access, mailbox, and licensing issues.
- - Supported Windows Server environments (Active Directory, Exchange Server) by performing password resets, account provisioning, and group policy updates.
- - Built and customised online assessment tests for clients, tailoring solutions to meet specific requirements and ensuring reliable delivery.
- - Performed IT troubleshooting for hardware, software, and network connectivity, reducing downtime by 15%.
- - Documented recurring issues and created user-friendly knowledge base articles, improving self-service resolution rates by 20%.
Team Member (Part-Time)
Wasabi Kingston
01.2022 - 07.2023
- - Delivered high-quality customer service by assisting 200+ customers daily in a fast-paced environment.
- - Resolved customer complaints effectively, contributing to a 10% improvement in satisfaction scores.
- - Trained new staff on service standards and time management, ensuring consistent performance during peak hours.
- - Enhanced teamwork and communication skills, supporting smooth daily operations across multiple departments.
Computer Systems Consultant (Self-Employed)
iDass Infocom & IT Services
12.2019 - 07.2021
- - Provided desktop and network support to small and medium businesses, maintaining uptime of 99.5%.
- - Installed, configured, and maintained Windows Server (AD, Exchange) and virtualisation solutions (VMware vSphere, Hyper-V).
- - Designed and deployed secure networks with Cisco routers, firewalls, and VPNs, reducing security incidents by 25%.
- - Delivered cloud migration projects (Office 365, Azure), streamlining email and collaboration for 150+ users.
- - Offered on-call technical support, achieving an average ticket resolution time of under 2 hours.
Computer Systems Engineer
BeetonZ Infotech
11.2015 - 12.2018
- - Provided end-user support across 100+ devices, including desktops, laptops, and mobile endpoints.
- - Assisted in server administration (Windows Server, Active Directory, Exchange), ensuring secure and reliable access.
- - Configured and managed network infrastructure (Cisco switches, firewalls, VPNs), improving connectivity across branches.
- - Implemented virtualisation solutions (Hyper-V, VMware vSphere) to optimise hardware utilisation, cutting costs by 20%.
- - Delivered IT support training for newly joined staff, which has improved overall team efficiency by 15%.
Education
Master of Science - Network and Information Security
Kingston University
01.2023
Bachelor of Computer Applications - undefined
VNSGU University
01.2014
Skills
- Technical Skills: IT troubleshooting, Office 365, Windows Server, Active Directory, Exchange, Azure, VPN, Firewalls, Networking, vSphere, Hyper-V, Remote support
- Professional Skills: Customer service, Communication, Time management, Teamwork, Documentation, Problem solving
Languages
English
Professional Working
Timeline
IT Services and Support Assistant
Password – English Language Testing
08.2023 - 09.2025
Team Member (Part-Time)
Wasabi Kingston
01.2022 - 07.2023
Computer Systems Consultant (Self-Employed)
iDass Infocom & IT Services
12.2019 - 07.2021
Computer Systems Engineer
BeetonZ Infotech
11.2015 - 12.2018
Bachelor of Computer Applications - undefined
VNSGU University
Master of Science - Network and Information Security
Kingston University