Open To Work
GAURAV SHARMA
IT Help Desk
Perth,WA
Work Preference
Job Search Status
Open to workDesired start date: Open to discussion
Desired Job Title
Security SupervisorIT Support TechnicianIT / Network SupportWork Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal WorkLocation Preference
On-SiteRemoteHybridLocation: Perth, WA, AUPerth, WA
Open to relocation: Yes
Salary Range
45000/yr - 200000/yrImportant To Me
Career advancementSummary
Results-driven IT Help Desk Analyst with extensive experience delivering Level 1 ICT support in government and enterprise environments. Proven ability to efficiently manage high-volume ticket queues, resolve incidents promptly, and provide exceptional support to end users while adhering to SLA and KPI requirements. Strong understanding of ITIL service management practices, including incident, request, and problem management. Committed to supporting secure, compliance-driven environments with a focus on enhancing customer service, operational resilience, and continuous service improvement.
Overview
5
5
years of professional experience
2
2
Languages
8
8
years of post-secondary education
Work History
Security Supervisor
Department of Health
10.2023 - Current
- Operated within a government environment, ensuring compliance with policies, procedures, and standards.
- Managed incident response and escalation aligned with operational governance frameworks.
- Maintained detailed logs and reports supporting audit and compliance requirements.
- Coordinated with internal teams and external stakeholders in a multi-vendor environment.
- Demonstrated strong prioritisation and response management in critical service environments.
- Supported onboarding and training, aligning with capability uplift and workforce development.
IT Support Technician
Sydney, NSW
12.2022 - 09.2023
- Delivered Level 1 ICT support in a high-volume service desk environment aligned to SLA/KPI targets.
- Managed incidents and service requests using structured ITIL processes.
- Resolved issues across Microsoft environments, user access (AD), and endpoint devices.
- Supported users with VPN access, remote connectivity, and secure system usage.
- Escalated incidents to Level 2/3 teams in line with major incident and escalation frameworks.
- Maintained accurate ticket records to support audit, compliance, and reporting requirements.
- Contributed to knowledge base articles and standard operating procedures (SOPs).
- Identified recurring incidents and supported problem management and continuous improvement initiatives.
- Assisted onboarding with user provisioning, access control, and system configuration.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
IT / Network Support
Sydney, NSW
02.2021 - 12.2022
- Provided support for enterprise network environments (LAN/WAN) ensuring high availability.
- Troubleshot connectivity issues, VPN access, and network performance problems.
- Performed routine monitoring aligned with operational support and service continuity requirements.
- Supported system upgrades and patching activities in line with change management processes.
- Applied basic cyber security controls and endpoint protection practices.
- Generated reports to support service performance, trend analysis, and governance reporting.
- Communicated effectively with stakeholders across technical and business teams.
Education
Graduate Diploma in Management Learning - Business Management
01.2022 - 11.2024
Master of Science - Information And Communication Technology
06.2017 - 06.2019
- Thesis Statement: [Real-Time monitoring of post-operative care patients treated for physical trauma using wireless sensor networks]
Associated with Charles Sturt University
Algorithm Development: Designed and implemented an advanced algorithm to monitor patients in real-time, focusing on those with physical trauma.
Data Integration: Integrated various health metrics and patient data to provide comprehensive monitoring and accurate assessments.
SWM: Utilized the SWM taxonomy to enhance security and privacy in patient monitoring, leveraging Ad-Hoc network technology Real time Monitoring: Developed features for continuous, real time monitoring of patient health, enabling timely and accurate interventions.
Bachelor of Science - Electronics
06.2013 - 06.2016
- [INSPIRE], [2014] from [Indian Government]
Skills
IT service desk support
Incident and problem management proficiency
Service delivery management
User identity management
Microsoft 365 support
Endpoint support in SOE environments
Remote technical support
Experience with ticketing systems in MSP environments
Security team management
Site visits
Operations management
Emergency response
Team leadership
Network support expertise
Client support in public sector environments
Documentation and SOP creation
Skilled in navigating Microsoft operating systems
Identity and access management fundamentals
TCP/IP and DNS configuration
Skilled in utilizing ServiceNow and similar ITSM platforms
Basic security measures implementation
KEY STRENGTHS
- Strong understanding of public sector service delivery expectations
- Experience working in MSP-style, multi-client environments
- Ability to meet SLA/KPI performance targets
- Customer-focused with strong stakeholder engagement skills
- Structured, process-driven mindset aligned with ITIL and governance frameworks
- Adaptable to secure, compliance-driven ICT environments
Timeline
Security Supervisor - Department of Health
10.2023 - Current
IT Support Technician -
12.2022 - 09.2023
Lonsdale Institute - Graduate Diploma in Management Learning, Business Management
01.2022 - 11.2024
IT / Network Support -
02.2021 - 12.2022
Charles Sturt University - Master of Science, Information And Communication Technology
06.2017 - 06.2019
Kurukshetra University - Bachelor of Science, Electronics
06.2013 - 06.2016