Sepideh Madah
Sydney,NSW
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Secure Agility
Sydney, NSW
07.2021 - Current
- Company Overview: Secure Agility is a managed services provider supporting diverse organizations across Australia with tailored IT solutions, infrastructure management, and end-user support.
- Providing help desk support for multiple customer environments with varying infrastructure needs and service agreements
- Delivering front-counter, phone, and remote support for desktop and mobile devices, printers, and software platforms
- User accounts setup and support through onprem and Azure Active directory
- Supporting MS365 service including Exchange online and email issues, Microsoft SharePoint, Teams, OneDrive and MS defender, security and MFA support, License allocation and user access issues
- Supporting Azure Virtual Desktop and Citrix platforms, including session troubleshooting and profile errors
- Prioritising tickets based on urgency and impact using ITIL best practices to meet SLA commitments
- Conducting on-site support visits for customer device setup and configuration
- Supporting end users' VIOP service
- Maintaining and updating asset records, ticket logs, and knowledge base documentation
- Collaborating with internal engineering teams and vendors to escalate and resolve complex support cases
- Assisting users in installation and configuration of various software and applications.
- Secure Agility is a managed services provider supporting diverse organizations across Australia with tailored IT solutions, infrastructure management, and end-user support.
Help Desk Support
ICNE
Sydney, NSW
07.2020 - 06.2021
- Company Overview: Secure Agility is a managed services provider supporting diverse organizations across Australia with tailored IT solutions, infrastructure management, and end-user support.
- Provided remote IT support to over 800 users across 40+ client environments
- Created and managed Office 365 users, groups, shared mailboxes, and MFA setups
- Built and maintained SharePoint sites, supported file migration and OneDrive sync
- Monitored Shadow Protect and Datto backups; restored data and handled alerts
- Maintained antivirus coverage using Avast CloudCare; handled VPN configurations
- Supported Microsoft Office suite and Windows OS issues
- Managed VoIP setups via 3CX admin panel; deployed desktop and mobile apps
- Registered and maintained domains and hosting services
- Closed tickets via Autotask and contributed to internal troubleshooting documentation
- Secure Agility is a managed services provider supporting diverse organizations across Australia with tailored IT solutions, infrastructure management, and end-user support.
Timeline
Service Desk Analyst
Secure Agility
07.2021 - Current
Help Desk Support
ICNE
07.2020 - 06.2021
Similar Profiles
Sandeep NeupaneSandeep Neupane
Associate Support Engineer and 2IC at Secure AgilityAssociate Support Engineer and 2IC at Secure Agility
Paige VescioPaige Vescio
Senior Project Manager at Secure AgilitySenior Project Manager at Secure Agility
Apurba BhandariApurba Bhandari
IT Help Desk Technician at Secure AgilityIT Help Desk Technician at Secure Agility
Thomas RobbThomas Robb
Qualified Paramedic at NSW Ambulance ServiceQualified Paramedic at NSW Ambulance Service
Yunwen MAYunwen MA
Account Manager at TradeMax GlobalAccount Manager at TradeMax Global