EBENEZER ROGERS WILLIAMS
Croydon North,VIC
Summary
IT professional with expertise in incident management and service delivery, specializing in troubleshooting hardware and software issues across Windows 10, 11 and Microsoft systems. Proficient in service management tools such as Active Directory, SCCM or DMAC, and ServiceNow, enhancing operational efficiency and user experience. Experienced in creating and maintaining support documentation to facilitate knowledge sharing and improve service quality. Committed to reducing system downtime through proactive solutions and exceptional technical support in high-pressure environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Technician
Bolton Clarke
Forest Hll, VIC
07.2018 - Current
- Provided first and second level technical support to internal and external customers through phone, email, and ServiceNow, adhering to ITIL standards.
- Managed user accounts in Active Directory to ensure secure access for all users.
- Administered Microsoft Exchange and Office 365 mailboxes, optimizing email functionality across the organization.
- Configured, installed, and troubleshot network printers to enhance printing efficiency.
- Utilized remote access tools to resolve desktop and laptop issues, minimizing user downtime.
- Supported implementation of new technology initiatives, including software deployments and system upgrades.
- Followed ITIL incident and problem management processes for precise documentation and timely resolutions.
- Collaborated with team members to identify recurring incidents, improving knowledge base accuracy.
IT Service Desk Support Analyst
SAVE THE CHILDREN Australia
Melbourne, VIC
01.2018 - 04.2018
- Delivered timely and efficient first-level technical support for troubleshooting and resolution.
- Guided customers through problem-solving processes to enhance user experience.
- Served as initial point of contact for technical assistance via phone and email.
- Tracked, routed, and redirected issues to appropriate resources for swift resolution.
- Installed and configured client desktops and laptops to ensure optimal performance.
- Created and maintained user accounts to facilitate seamless access.
Customer Support
CPM Australia
Knoxfield
07.2017 - 01.2018
- Represented Camp Australia in operations.
- Answered inquiries by clarifying desired information; researching, locating, and providing information
- Managed large amounts of inbound and outbound calls in a timely manner
- Identified customers' needs, clarified information, researched every issue and provided solutions and/or alternatives
Education
Advanced Diploma of IT Project Management -
Strathfield College
Melbourne, Australia09.2022
Bachelor of Information Technology -
Charles Sturt University
Melbourne, Australia07.2016
Skills
- Azure Active Directory
- Windows 10, 11 operating systems
- Microsoft Office 365 and Google Workspace
- ServiceNow and ITIL service management
- Jira project management
- Android and Chrome OS
- iOS and macOS
- SCCM / DMAC
- Windows PCs and laptops
- Smart devices management (Mobile Iron / Intune)
- Customer focus
- Effective communication
- Team collaboration
- Analytical thinking
- Discretion and confidentiality
- Adaptability to change
- Motivation and initiative
- Versatility in tasks
Accomplishments
Problem resolution efficiency – successfully resolved 95% of technical issues on the first call, significantly enhancing customer satisfaction and service reliability
Project involvement – contributed to IT-related initiatives during a company merger and played a key role in various system upgrade projects, ensuring seamless transitions and improved infrastructure performance
Operational efficiency improvement – implemented innovative solutions to streamline troubleshooting processes, reducing resolution time, and optimizing overall IT team productivity
User account management – efficiently manage over 250 user accounts monthly using MS Entra and Azure AD, ensuring security, accessibility, and compliance with best practices
Training
- ServiceNow ITSM, ServiceNow, Inc.
- Genesys Contact Centre Software, Genesys
- Cloud computing Concepts and SQL for Data Science, Google Digital Garage
Affiliations
- Regularly troubleshoot and resolve computer-related issues for family and friends, demonstrating strong technical problem-solving skills.
- Proactively diagnose and repair automotive problems, applying analytical thinking and hands-on technical expertise
- Enthusiastic about exploring new places, meeting diverse people, and immersing in different cultures to broaden perspectives and adaptability.
Certification
- Valid driving license
- certified naati translator tamil
- Member of Australian Computer Society
Languages
Tamil
Native/ Bilingual
English
Full Professional
Sinhala
Professional
Timeline
IT Support Technician
Bolton Clarke
07.2018 - Current
IT Service Desk Support Analyst
SAVE THE CHILDREN Australia
01.2018 - 04.2018
Customer Support
CPM Australia
07.2017 - 01.2018
Advanced Diploma of IT Project Management -
Strathfield College
Bachelor of Information Technology -
Charles Sturt University
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