Naga Jega
Melbourne,Australia
Summary
Experienced IT Support Specialist with over five years of experience, primarily in Managed Service Provider (MSP) environments. I possess a deep understanding of a broad range of IT technologies, including proficiency in operating systems, Microsoft 365, and networking technologies such as TCP/IP, DNS, DHCP, and VPN. My expertise extends to providing advanced technical support, ensuring the stability, integrity, and efficient operation of IT systems for clients. In my previous roles, I have excelled in troubleshooting and problem-solving, delivering comprehensive remote desktop support, and providing onsite field support for a variety of tasks, including device installation, network hardware setup, and system migrations or upgrades. I am adept at managing IT projects, from planning through to execution, and have a strong track record of maintaining optimal client IT system performance through regular check-ins and routine maintenance. I am known for my excellent communication and interpersonal skills, enabling me to build strong client relationships and effectively collaborate within a team. My strong organisational skills and attention to detail allow me to prioritise tasks and manage multiple competing priorities in a fast-paced environment. With a commitment to continuous learning and a proactive approach to problem-solving, I am eager to contribute to a dynamic team in a long-term career opportunity that offers professional growth and development.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Service Desk Officer L2
Indigo Shire Council
07.2022 - 08.2024
- Provided first and second-level technical support to end-users via phone, email, and in-person, troubleshooting and resolving hardware, software, and network issues to ensure a stable and reliable IT infrastructure across multiple sites
- Led implementation of Intune, successfully migrating devices from AirWatch, significantly enhancing mobile device management and security
- Developed and maintained detailed technical documentation for service desk processes, improving resolution times and ensuring accurate record-keeping
- Installed, configured, and managed IT end-user devices and servers, supporting optimal performance and seamless operations across Australian sites
- Administered Office 365, Teams, Intune, and Azure (Exchange Online, Teams, SharePoint), facilitating smooth integration and operation across platforms
- Managed VMware virtual environments (vSphere, VMware Horizon), supporting the organization's virtualized infrastructure and ensuring efficient resource utilization
- Provided application support for local government software, resolving user issues and ensuring consistent software performance
- Led the migration of mailboxes from Exchange to Exchange Online, executing the transition with minimal disruption to users
- Tested and implemented cloud technology to support hybrid network maintenance, enhancing reliability and performance of IT services
- Monitored and maintained the service desk ticketing system, ensuring prompt logging, tracking, and resolution of tickets, with a focus on prioritization and time management
- Managed vendor relationships for IT services, ensuring seamless delivery and support
- Acted as an escalation point within the services team, resolving Level 1 & 2 technical issues in accordance with ITIL Framework best practices
- Delivered exceptional customer service, consistently maintaining high satisfaction scores through effective communication and technical expertise
- Conducted staff onboarding, induction, and system training, overseeing device allocation and offboarding to maintain accurate asset tracking
- Developed and delivered end-user training on IT best practices, enhancing overall user competency and productivity.
Specialist Technician Department of Education
Upstream Resources
04.2024 - 07.2024
- Provided technical assistance to staff and students at assigned schools in and around the Wangaratta region
- Ensured that all technological infrastructure was up-to-date and functional, including server backups, user creation and management, threat detection and cybersecurity, IT asset management, server architecture, and network infrastructure
- Conducted training sessions and liaised with school leadership and key stakeholders to address IT needs and solutions
- Implemented Department of Education and Training projects and initiatives, ensuring timely and effective execution
- Developed documentation and processes to uphold ethical and sustainable ICT practices.
ICT support Officer
Protecq ICT Solutions
05.2020 - 04.2022
- Led a 2-member team in providing end-user support and system training across multiple clients, including medical centres, law firms, accounting firms, and logistics companies, ensuring exceptional service delivery and knowledge transfer
- Leveraged extensive expertise in Microsoft technologies, including Office 365, Exchange, and Teams, to deliver tailored support that addressed client-specific needs, with a focus on Azure Cloud environments
- Maintained precise service desk ticket tracking and reporting, ensuring timely resolution of all issues while coordinating escalations to Level 2 & 3 support as needed
- Demonstrated strong troubleshooting skills, particularly in networking, hardware, and software issues, which were critical in fast-paced environments
- Planned and implemented new network infrastructures for medical centres, managing team activities to meet project deadlines
- Managed Windows Servers, Services, and Roles, including AD, DHCP, DNS, NPS, and virtualization with Hyper-V, mentoring team members to enhance their technical capabilities in line with MSP best practices
- Documented incidents and solutions meticulously, contributing to continuous improvement and knowledge sharing within the team
- Communicated effectively with higher management, stakeholders, and clients, representing the team in project meetings and status updates
- Troubleshot and resolved complex technical issues with minimal downtime, consistently maintaining high levels of client satisfaction
- Prepared to quickly adapt to new tools like ConnectWise, while bringing strong experience with VMware virtual desktops, AirWatch, Intune, and TeamViewer management.
IT Help Desk officer
Micom Colleage
03.2013 - 08.2016
- Installed and maintained workstations
- Planned and maintained the small college network environment
- Licensed and installed education-related software
- Provided computer and network-related troubleshooting for students and lecturers.
Education
Microsoft 365 Endpoint Administrator Associate -
Microsoft
Australia09.2024
Microsoft 365 Endpoint Administrator Course -
Lumify
06.2024
Advanced Diploma in Leadership Management -
Gen Institute
02.2022
Bachelor of Computer Networking -
Melbourne Institute of Technology
07.2019
Higher National Diploma in Computer Networking -
ICBT Campus
03.2017
CISCO ICND1 Cisco Certified Entry Level Technician -
Cisco
03.2022
Skills
- Microsoft 365
- Microsoft Azure
- Windows Servers
- Active Directory
- Vmware Virtual Desktops
- Microsoft Intune
- Communication Skills
- Windows & Mac
- Advanced technical support in Microsoft 365 and networking technologies
- Strong client management with a focus on maintaining optimal IT system performance
- Comprehensive troubleshooting, remote support, and onsite field support
- Project management experience in IT system migrations and upgrades
- Excellent communication, organisational skills, and attention to detail
- Ability to work independently and collaboratively in a fast-paced environment
- Work Coordination
- Remote Support
Details
Melbourne, Australia
Personal Information
Title: IT Support Technician (Level 2)
Certification
- Licensed Microsoft Azure Fundamentals, Microsoft - March 2023 — April 2024
- Licensed CISCO ICND1 Cisco Certified Entry Level Technician, Cisco - February 2022 — March 2022
- Microsoft 365 Endpoint Administrator , Microsoft July 2024 — October 2024
Timeline
Specialist Technician Department of Education
Upstream Resources
04.2024 - 07.2024
IT Service Desk Officer L2
Indigo Shire Council
07.2022 - 08.2024
ICT support Officer
Protecq ICT Solutions
05.2020 - 04.2022
IT Help Desk officer
Micom Colleage
03.2013 - 08.2016
Microsoft 365 Endpoint Administrator Associate -
Microsoft
Microsoft 365 Endpoint Administrator Course -
Lumify
Advanced Diploma in Leadership Management -
Gen Institute
Bachelor of Computer Networking -
Melbourne Institute of Technology
Higher National Diploma in Computer Networking -
ICBT Campus
CISCO ICND1 Cisco Certified Entry Level Technician -
Cisco
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