Sakshi Panchal
Brisbane
Summary
Methodical and customer-focused IT Support Officer with 3+ years’ experience providing Level 1 and 2 technical support across healthcare, manufacturing, and managed services. Skilled in Microsoft 365, Azure AD / Entra ID, Active Directory, Intune, Defender, and ITIL-aligned service delivery. Adept at troubleshooting hardware, software, and network issues, managing tickets end-to-end, and delivering clear communication to end-users. Passionate about driving efficiency, user satisfaction, and secure IT operations in regulated environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Client Services Engineer
Idea 11
11.2024 - Current
- Delivered Level 1/2 support across Microsoft 365, Entra ID / Azure AD, Active Directory, Intune, and VMware environments.
- Monitored and resolved tickets through ConnectWise, ensuring timely communication and SLA compliance.
- Configured laptops, desktops, and mobile devices; assisted with certificates and endpoint security.
- Collaborated with engineers to troubleshoot infrastructure issues including servers, networks, and cloud identity systems.
IT Support Officer
Jelwden
04.2022 - 10.2024
- Provided hardware, software, and network troubleshooting for 400+ users across manufacturing sites.
- Managed onboarding/offboarding: account creation in AD/Entra ID, Intune device setup, IT inductions.
- Maintained and supported phones, printers, and end-user devices.
- Assisted with LAN/WAN troubleshooting and coordinated vendor support for escalated issues.
- Improved ticket management process by grooming incidents in ServiceNow for faster resolution.
IT Support Technician
Sonic Healthcare
01.2022 - 04.2022
- Delivered frontline support, resolving service desk tickets related to Microsoft 365, Azure AD (now Entra ID), and networking.
- Set up and configured desktops, laptops, printers, and scanners for healthcare staff.
- Supported IT security by assisting with certificates, user access, and patching.
- Documented troubleshooting processes for repeat incidents, reducing ticket resolution times.
Education
Master of Science - Software Engineering
Federation University
01.2021
Skills
- Microsoft 365 Administration (Outlook, Teams, SharePoint, OneDrive)
- Microsoft Entra ID (Azure AD) - Identity & access management, user provisioning, SSO
- Active Directory - Group Policy, permissions, account lifecycle management
- Intune & Defender - Endpoint management, device compliance, security enforcement
- Ticketing Systems - ConnectWise, ServiceNow (end-to-end ownership)
- ITIL Concepts & Incident Management - Ticket grooming, root cause analysis
- Networking Support - LAN, WAN, Wi-Fi troubleshooting
- Hardware & Systems Support - Laptops, desktops, printers, phones, mobile devices
- Onboarding / Offboarding - Account setup, IT inductions, certificate & access management
- Virtualisation - VMware administration & troubleshooting
Certification
CCNA Routing & Switching - Cisco Certified
Additional Information
- Strong critical thinking, problem-solving, and communication skills.
- Ability to work independently and collaboratively in small IT teams.
- Eligible to work in Australia; available for relocation to Tasmania.
Timeline
Client Services Engineer
Idea 11
11.2024 - Current
IT Support Officer
Jelwden
04.2022 - 10.2024
IT Support Technician
Sonic Healthcare
01.2022 - 04.2022
Master of Science - Software Engineering
Federation University