Sanyog Mehra
Melbourne
Summary
IT Support & Operations Engineer with 8+ years of experience delivering Level 1 and Level 2 support across enterprise environments. Currently providing Level 1 IT Support at Mazda Australia, with proven expertise in Windows systems, SCCM patching, endpoint security, monitoring tools, and ITIL-aligned processes. Known for driving first-call resolution, SLA compliance, and end-user satisfaction while liaising with vendors, business users, and dealer networks. AWS Certified Solutions Architect Associate with additional DevOps skills, offering a unique blend of support excellence and cloud capability.
Overview
19
19
years of professional experience
Work History
Level 1 IT Support Analyst | Mazda Australia, Melb
Mazda
04.2024 - Current
- Provide frontline IT support for corporate staff, interstate offices, warehouses, and the dealer network.
- Log, troubleshoot, and escalate incidents and service requests via ServiceNow, ensuring SLA compliance.
- Support end-user computing devices (laptops, tablets, phones), including provisioning and maintenance.
- Deliver meeting room support (Barco, Cisco, Crestron, Pronestor) and liaise with vendors for escalations.
- Assist with hardware/software asset management and maintain inventory records.
- Created Knowledge Base articles to streamline support processes and improve first-call resolution.
- Collaborated with L2 team on escalations and project-based support tasks.
IT Operations Engineer
Datacom
01.2019 - Current
- Delivered Level 2 support for enterprise clients across desktops, servers, and applications.
- Configured and deployed SCCM for patching and SOE builds, improving compliance to >95%.
- Proactively monitored infrastructure via PRTG, SCOM, Traverse, GFI, Apollo, reducing incident response time by 15%.
- Managed endpoint security using Trend Micro products, ensuring threat remediation.
- Applied ITIL-based processes for Incident, Change, and Problem Management, including major incident handling.
- Produced and updated Knowledge Base documentation to assist Level 1 teams and reduce ticket volumes.
- Coordinated with external vendors and internal stakeholders for escalated issues and service delivery.
IT Support Specialist
Datacom
01.2018 - 01.2019
- Accepting, Prioritising, and managing incidents and requests.
- Real-time monitoring of Traverse and PRTG alerts.
- Prompt detection, resolution and escalation of incident to on call engineers or Major Incident Manager.
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
Service Desk Analyst
Salmat
01.2017 - 01.2018
- More than 1 years of working experience on Australian Taxation Office (ATO) systems.
- Highly motivated to meet and exceed sales targets and KPI's.
- Experience in ATO Seibel systems.
- Experience in handling inbound and making outbound calls
Communication Engineer
Royal Australian Air Force
02.2013 - 12.2016
- Worked as a Communication engineer and was responsible for maintaining Radar and Navigation systems.
Sales Executive
AEGIS Australia
02.2009 - 02.2013
- Worked as a Sales executive for Gas and Electricity Products for domestic and commercial customers.
IT Engineer
IBM
07.2006 - 12.2008
- Worked as an IT engineer providing IT support to internal and external customers.
Education
AWS Solution Architect -
AWS
10.2022
DevOps -
Online
10.2022
AWS Certified Cloud Practitioner -
AWS
06.2022
CCNA -
Cisco
11.2019
Bachelors In Computer Science - Computers Application
Kurukshetra University
Kurukshetra 07.2006
Skills
- End User Support: Windows 10/11, laptops, tablets, phones, mobile device provisioning
- Enterprise Tools: SCCM, ServiceNow, Trend Micro Security
- Monitoring: PRTG, SCOM, Traverse, GFI, Apollo
- ITIL Processes: Incident, Problem, Change Management
- Networking: CCNA-level knowledge, dealer connectivity support
- Vendor & Stakeholder Management
- Knowledge Base Documentation & Continuous Improvement
- Cloud & DevOps Tools: AWS, Docker, Jenkins, Ansible, Chef, GitHub
Personal Information
Title: IT Operations Engineer
Hobbies and Interests
- Cricket
- Movies
- Technology
- Music
Security Clearance
NV1 Security Clearance
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Level 1 IT Support Analyst | Mazda Australia, Melb
Mazda
04.2024 - Current
IT Operations Engineer
Datacom
01.2019 - Current
IT Support Specialist
Datacom
01.2018 - 01.2019
Service Desk Analyst
Salmat
01.2017 - 01.2018
Communication Engineer
Royal Australian Air Force
02.2013 - 12.2016
Sales Executive
AEGIS Australia
02.2009 - 02.2013
IT Engineer
IBM
07.2006 - 12.2008
DevOps -
Online
AWS Certified Cloud Practitioner -
AWS
CCNA -
Cisco
AWS Solution Architect -
AWS
Bachelors In Computer Science - Computers Application
Kurukshetra University
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