Sachin Pandey
Hobart,TAS
Summary
Experienced IT Support Officer with a strong background in network administration, cloud fundamentals, and Microsoft 365 environments, backed by industry certifications including CCNA, MS-900 and AZ-900. Proven ability to deliver efficient technical support, solve complex system issues, and enhance IT infrastructure performance. Seeking to contribute my skills and certifications in a dynamic IT Team where I can support business operations, drive technology adoption, and ensure high availability of systems and services.
Overview
6
6
years of professional experience
Work History
IT Support Officer
ET Recruitment
Hurstville, Australia
05.2024 - Current
- Provide first point of IT Support for all the staff and clients both onsite and online via phone, email, and ticketing system on Hybrid windows and Mac Environment
- Manage, maintain, Diagnosis, and resolve desktops, laptops, printers, and mobile devices, including OS installations, upgrades, and network troubleshooting using remote support tools such as RDP, AnyDesk, Zoom, and Microsoft Teams.
- Monitor and manage service tickets within SLA timelines using ServiceNow, ensuring accurate documentation and timely resolution.
- Support enterprise-wide Windows 10/11 deployment projects, including system imaging, configuration, and user data migration.
- Administer user accounts and access permissions within Active Directory and Microsoft Entra ID, including password resets. MFA, Self-service password reset, assigning License, adding/removing to groups, installation of Microsoft 365 apps, and group policy updates.
- Provide advanced troubleshooting for Microsoft Outlook issues, including mailbox synchronization, OST/PST file repair, profile configuration, and connectivity with Exchange Online and Outlook 365
- Manage and support Microsoft Intune for endpoint management, device compliance, and application deployment across Windows and mobile devices as well as Enroll and monitor devices in Intune, ensuring adherence to organizational security and compliance policies.
- Maintain accurate documentation of incidents, asset inventory, and technical procedures.
- Collaborate with cross-functional teams to implement IT projects, upgrades, and security initiatives.
- Deliver IT onboarding for new employees, including hardware set-up and user training on systems and tools.
- Perform comprehensive printer troubleshooting and maintenance, including driver installation, print queue management, network printer setup, and resolving connectivity or spooler service issues across shared environments.
- Assist in managing Microsoft Teams VoIP services, performing user provisioning, set up, and resolving first-level issues related to call drops, device pairing, and voicemail setup.
- Perform basic network infrastructure support tasks, including cable management, patch panel labeling, rack mounting of network devices, and basic IP troubleshooting such as verifying connectivity, checking ping responses, and identifying network faults.
- Deliver remote VPN support for remote and hybrid users, including profile setup, certificate verification, and diagnosing connectivity issues such as tunnel timeout, split tunneling, or IP conflicts.
Customer Service Representative
Officeworks
Chatswood, Australia
08.2019 - Current
- Answer customer telephone calls promptly to avoid on-hold waiting times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provide primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction by Number%.
- Delivered excellent customer service, resulting in consistent Number% customer satisfaction rating.
Education
Bachelor - Business Information System
Australian Institute of Higher Education
Sydney, NSW03-2022
Skills
- Freshdesk
- Jira
- Microsoft 365
- SharePoint
- Teams
- Intune
- Exchange
- Outlook
- LAN
- DHCP
- VPN
- DNS
- Switching
- Routing protocols
- OneDrive
- RAID
- Azure Backup
- Problem solving
- Team leadership
- Entra-ID (Azure Active Directory)
- MFA
- Azure AD Connect
- Windows 10/11
- Android
- Chrome OS
- Windows server 2019
- 2022
- Remote Support
- Skype
- Zoom
- TeamViewer
- Any Desk
- Active Directory
- Group policy
- Password reset
- Account creation
Projects
Designed and implemented a Server Rack Deployment project focused on planning, installing, and managing server racks in a data center environment. The project involved configuring servers, organizing rack layouts, managing power and network connections, and ensuring system availability and basic security best practices.
Key Responsibilities & Skills- Planned server rack layout including servers, switches, and power units
- Installed and configured rack-mounted servers
- Managed cabling (power & network) for organized rack deployment
- Configured Linux servers for basic services
- Implemented monitoring and basic troubleshooting
- Ensured proper cooling, labeling, and documentation
References
Will be provided upon request.
Timeline
IT Support Officer
ET Recruitment
05.2024 - Current
Customer Service Representative
Officeworks
08.2019 - Current
Bachelor - Business Information System
Australian Institute of Higher Education