Monika Shah
IT Coordinator
Melbourne,VIC
Summary
Experienced IT Support Specialist with attention to detail and over 1 year of troubleshooting hardware, software, and network issues. Proficient in cloud services like AWS and Azure, cybersecurity, and OS management. A strong communicator committed to improving system performance and user satisfaction.
Overview
1
1
year of professional experience
Work History
IT Support Specialist
Wattmonk Technologies
12.2021 - 08.2022
- Provided technical support and troubleshooting for 200+ employees, resolving 90% of issues on first contact.
- Managed Windows, macOS, and Linux system installations, updates, and configurations to ensure optimal performance.
- Assisted in network administration, troubleshooting Wi-Fi, VPN, and firewall configurations to minimize downtime.
- Implemented IT security best practices, including password policies, software patching, and antivirus updates.
- Documented IT procedures and user guides, reducing repetitive IT requests by 30% and improving self-service support.
IT Support Intern
Stegowl Media Labs LLP
09.2021 - 11.2021
- Communicated effectively with clients, technicians, and managers to diagnose and troubleshoot system problems.
- Proactively monitored IT systems, flagging and fixing potential issues before they escalated.
- Configured and maintained company devices, including laptops, desktops, VoIP phones, and printers.
- Technical Communication – Assisted users across all levels, explaining solutions in simple terms.
- Monitored response and resolution times to meet SLA targets, reducing overdue tickets by 20%.
Education
Master of Information Technology - Information Technology (Advanced)
Torrens University Australia
Melbourne, VIC 04.2001 -
Bachelor of Engineering - Electronics & Telecommunication
Maharashtra Institute of Technology
Pune, India07-2019
Skills
Microsoft Excel
Microsoft Power BI
Microsoft Power Automate
Visual Basic for Applications (VBA)
Python (Programming Language)
Tableau
MySQL
Visual Basic NET (VBNET)
Microsoft Office
office365
Google Sheets
Automation
Customer Relationship Management (CRM)
Asset Management
System Testing
Data Management
Additional Experience
Customer Service Associate
IGA Beaumaris, Melbourne, VIC, Australia | June 2023 – Dec 2023
- Provided exceptional customer service, resolving inquiries and issues efficiently, and ensuring customer satisfaction.
- Assisted in training new staff on the use of point-of-sale (POS) systems and handling basic tech troubleshooting or technical issues at the store.
Certifications
- Google Data Analytics Professional Certificate – Coursera (Jan 2024)
- Data Analytics Bootcamp Completion Certificate – Alex Freberg (Aug 2024)
- SQL for Data Analysis – LinkedIn (Feb 2025)
- Deloitte Australia Data Analytics Job Simulation – Forage (Mar 2025)
Timeline
IT Support Specialist
Wattmonk Technologies
12.2021 - 08.2022
IT Support Intern
Stegowl Media Labs LLP
09.2021 - 11.2021
Master of Information Technology - Information Technology (Advanced)
Torrens University Australia
04.2001 -
Bachelor of Engineering - Electronics & Telecommunication
Maharashtra Institute of Technology