MARY SPANDANA Golamari

To secure a position in a company which provides opportunities to maximize my IT background and be able to effectively support the management, maintain a loyal client base and improve the overall efficiency of the company while being resourceful, innovative and flexible. Adept Infrastructure Engineer with a proven track record at Services Australia, enhancing system efficiency and stakeholder satisfaction. Expert in Microsoft environments and Azure AD, complemented by strong problem-solving and relationship-building skills. Achieved significant improvements in ICT equipment failure resolution and disaster recovery processes, demonstrating a commitment to excellence and a results-driven approach.

• An energetic and reliable IT professional with experience in the IT industry.
• Demonstrated experience in networking and computer systems, working knowledge of scripting and programming languages with sound experience in various IT methodologies and technologies and able to learn new tools quickly.
• Client and service-focused, equipped with excellent interpersonal and communication skills, further developed by liaising with internal and external stakeholders during employment at Right Click IT.
• Innovative thinker, equipped with strong problem solving and leadership skills, able to deliver training programs and support team members, proven in previous roles working at Right Click IT respectively.
• Proactive team player with the ability to work independently, manage workload, organize conflicting priorities and meet deadlines, developed through extensive administrative experience.

• Microsoft Certified-Azure Administrator Associate, 16903273
• Australian Computer Society, 3312124
• Computer Networks and Systems Engineer, A-195140, 10/01/17
• ICT Security Specialist, A-210876, 03/01/18

• Australian IT Support, Port Melbourne, Port Melbourne, VIC, 3207, Support Engineer, 03/01/20, Present, Interacted with users using ConnectWise control., Used ConnectWise Automate for systems performance and drive issues., Experience using office 365 Exchange., Proven experience in migrating environments to Azure platforms using Skykick., Experience completing an Office 365 Migrations., Experience configuring and monitoring Veeam backups., Strong knowledge across Outlook, Teams, OneDrive, SharePoint., Experience working with Azure Active Directory, connecting to domains and setting up policies., Strong Customer facing skills., Worked on Office 365 products also troubleshooting, and monitoring tools., Experiencing working with Microsoft products such as Skype for business, Microsoft Teams., Configured mail flow between Gmail and outlook- Synced calendar., Configured SSO and MFA., Experienced working with OneDrive, Microsoft Exchange Online and SharePoint Online., Provided technical standards and solutions to meet business needs relating to O365 applications., Monitored and communicated with stakeholders the performance of the O365 services advising of any issues that may impact or degrade application performance., Created and updated documentation as required; such as quick reference guides, support documentation; contribute to common fixes and existing knowledge base articles as technology and application features evolve., Researched and identified solutions to software and hardware issues., Diagnosed and troubleshooted technical issues, including account setup and network configuration., Asked customers targeted questions to quickly understand the root of the problem., Tracked computer system issues through to resolution, within agreed time limits., Talked clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue., Properly escalated unresolved issues to appropriate internal teams., Ensured all issues are properly logged., Prioritize and manage several open issues at one time., Follow up with clients to ensure their IT systems are fully functional after troubleshooting., Prepare accurate and timely reports., Document technical knowledge in the form of notes and manuals., Maintain jovial relationships with clients.
• Right Click IT, Notting Hill, Notting Hill, VIC, 3168, IT Technician, 02/01/17, 10/01/19, Interacted with the user about their query using Zendesk and provided support., Logged, monitored, analyzed, troubleshooted and resolved issues as ticketed on the 'Zendesk' ticketing system., Worked with the active directory controls (new user account creation, password resetting, managing security and distribution groups etc.)., Resolved issues using the 'Team Viewer' tool and 'Solar winds' tool and escalated issues (to the network admin team) as and when required., Build and configured machines on different domains., Used Microsoft Azure for backups., Monitored the Remote Desktop Connection Manager (v2.7) and made sure all the virtual servers were up and running and ensured all backups were completed each day., Monitored the print queues in the print server regularly and performed necessary steps as required., Ensured proper documentation was always maintained and made sure high priority tickets were resolved within strict timeframes., Knowledge of Microsoft Office 2007, 2010, 2013 & 2016 and office 365., Configuring Conditional access through Azure AD and MDM., Provided support for file management systems like Dropbox., Microsoft Server 2008 r2, 2012 r2., Phone & Remote Desktop Support., Exchange Server / Office 365 Microsoft Azure Backups., Microsoft Azure Active Directory Configuration and Troubleshooting., Single-sign-on enabling., Printer setup and troubleshooting any errors., Configuring Routers., Hardware Support & Troubleshooting and General Desktop & Laptop Troubleshooting., Monitor backup jobs, change backup tapes, ordering new tapes when necessary., Installation of software/updates., Toner replacement, ordering and meter readings for copiers., A/V Equipment – maintenance, troubleshooting., Setting up new systems, with network connections to the cloud., Working on the domain server., Providing support to email 50-60 clients for setting up Microsoft Outlook and trouble-shooting as needed., Creating a personal user account., Provide phone support for customers for Level 1 and 2 end-user system support issues, queries, and faults., Offer customer service to 10-15 callers, by providing them with the appropriate support response and friendly communication in keeping with the Lifeline ethos., Maintain general ICT documentation and resources, including catalogues, FAQs, manuals, licenses and media., Assist other ICT team members with manual tasks such as manual handling of equipment or work in the server room and in producing internal documentation., Share the ICT 'fault line' mobile phone on a roster, to provide after-hours remote support for broad issues, providing fault rectification or escalation to the appropriate party., Provided assistance and advice in relation to client’s general information systems queries., Worked with the active directory controls (group policy management)., Resolved hardware issues regarding deployments and port patching., Responded promptly to the escalated service request from the first level support team within the agreed SLA., Engaged and tracked High Priority tickets/issues, with responsibility for the timely documentation, escalation (if appropriate) and resolution of cases within agreed SLA.
• 7-Eleven, Point Cook, Customer Service and Console Operator, 02/01/14, 11/01/15, Attend to inbound calls; assist more than 700 customers in a day with inquiries., Liaise with stock distributors and deal with stock management., Provide customer service and store maintenance.
• Voice 4 Girls, Volunteer-Consultant, 04/01/13, 06/01/13

• Windows 98
• Windows 2000
• Windows XP
• Windows 7
• Windows 8
• Windows 10
• Mac

• Microsoft Office Packages (2000, 2003, 2007, 2010, 2013, 2016) Word, Excel, PowerPoint, Publisher, Visio, One Note
• Microsoft Office for Mac (2008, 2011, 2016) Visio
• Exchange Server
• Active Directory
• Azure AD
• Skype for Business
• Microsoft MDM
• Office 365

• Adobe Photoshop
• Solar Winds
• Dropbox
• Zendesk
• Team Viewer