Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Michael Tsihlakis

Melbourne,VIC

Summary

Experienced Service Desk Analyst with nearly four years of hands-on expertise in delivering technical support and troubleshooting across diverse IT environments.

Proficient in incident management using ServiceNow, remote support via TeamViewer, and administration of user accounts and permissions through Azure Active Directory, and on-prem Active

Directory. Skilled in utilizing Microsoft Intune for device management, contributing to smooth, and secure IT operations.

Led company-wide deployment initiatives, including coordinated laptop and iPhone swaps, ensuring minimal disruption and an efficient rollout.

Proactively manage the organization’s telephone system (Billview), and provide support for key business applications such as Enterworks and Genesys Cloud. Regularly collaborate with the application team to resolve issues related to CE and FnO, demonstrating strong cross-functional communication, and problem-solving abilities.

Additionally, I have completed CISCO’s Basic Networking, Introduction to Cybersecurity, and Introduction to Modern AI certifications, further strengthening my foundational knowledge in network infrastructure, threat mitigation, and emerging AI technologies.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Support

Lightmoves
Noble Parks, VIC
05.2025 - Current
  • Provided in-person and remote IT support for all company-wide locations.
  • Documented all activities related to IT support in an organized database.
  • Assisted in the development and implementation of new processes related to IT support activities.
  • Provided general IT support to staff members including troubleshooting technical issues.

Service Desk Analyst

NHP
11.2021 - 05.2025
  • Respond to incoming service requests and incidents via phone, email, Teams, or ticketing system (ServiceNow).
  • Serve as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Escalated complex issues to higher-level support teams when necessary.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.

Cashier

Savers
11.2016 - 09.2021
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Education

Bachelor of Business Information Systems -

RMIT University
Melbourne, VIC
11.2021

Diploma: Information Technology -

RMIT University
Melbourne, VIC
11.2016

Skills

  • Credential management
  • Bug detection
  • Account management
  • Software support
  • Technical service dispatch
  • Remote support
  • Database documentation
  • Process improvement
  • Remote desktop support
  • ServiceNow ticketing
  • IT troubleshooting
  • Time management
  • Problem solving
  • Attention to detail

Certification

  • CISCO Basic Networking
  • CISCO Introduction to Cybersecurity
  • CISCO Modern AI

References

- William Murray - NHP, Service Desk Analyst: 0432 060 037

- Bryon Bentley - NHP, Customer Service Team Leader: 0417 024 529

- Aaron Lowry - NHP, Application Support Analyst: 0460 660 931

- Lachlan Spittle - NHP, Infrastructure Engineer: 0409 970 101

Timeline

IT Support

Lightmoves
05.2025 - Current

Service Desk Analyst

NHP
11.2021 - 05.2025

Cashier

Savers
11.2016 - 09.2021

Bachelor of Business Information Systems -

RMIT University

Diploma: Information Technology -

RMIT University

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Michael Tsihlakis