Summary
Overview
Work History
Education
Skills
Timeline
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SILVI SANGHAVI

IT Support Officer
Boolaroo

Summary

IT Support Analyst and Software Developer with hands-on experience across banking, education, and tech sectors. Proficient in resolving Level 1 and 2 technical issues, managing tickets via ServiceNow and Jira, and supporting enterprise systems through Active Directory, Azure AD, and Intune. Skilled in .NET and C# development with a focus on secure, high-performance cryptocurrency software. Played a key role in the Greater Bank and Newcastle Permanent merger, supporting large-scale system integration. Known for being a reliable, adaptable professional with a problem-solving mindset and a strong commitment to user-focused solutions.

Overview

6
6
years of professional experience

Work History

IT Service Desk Analyst

NGM Group
Newcastle, New South Wales
12.2024 - Current
  • Provided Level 1 and Level 2 IT support to staff across branches and head office, resolving issues via calls, ServiceNow tickets, and in-person assistance
  • Managed and resolved technical incidents related to hardware, software, VPN, and Microsoft 365 applications
  • Logged, tracked, and closed tickets using ServiceNow and Jira, ensuring SLA compliance and detailed documentation
  • Administered Active Directory and Azure AD for user account creation, permissions, and group policy updates
  • Configured and managed endpoint devices through Microsoft Intune, including app deployment and compliance checks
  • Collaborated with IT teams during the Newcastle Permanent and Greater Bank merger, supporting user migrations and system integration
  • Used Genesys as a call handling system to provide timely remote support and manage high call volumes
  • Supported onboarding/offboarding processes by provisioning accounts, devices, and system access
  • Delivered technical support for Windows 10/11, Microsoft Teams, and network connectivity issues
  • Maintained documentation and contributed to internal knowledge bases to streamline support and reduce resolution time

IT Support Engineer

Tafe Nsw
Newcastle, New South Wales
01.2022 - 11.2024
  • Delivered on-site IT field support across multiple TAFE campuses in Newcastle, ensuring minimal downtime for staff and students
  • Performed PC and laptop rollouts, including hardware setup, imaging, software installation, and user configuration
  • Reimaged and deployed Windows systems using standard SOE procedures, ensuring compliance with organizational IT policies
  • Diagnosed and repaired hardware issues on devices such as printers, projectors, monitors, and desktop components
  • Responded to and managed support tickets via ServiceNow, documenting resolutions and escalating where necessary
  • Maintained and supported AV equipment and classroom technology to ensure seamless teaching operations
  • Collaborated with central IT teams for larger infrastructure upgrades, including campus-wide rollouts and network equipment replacement

Software Developer

IHB Technology
Ahmedabad, Gujarat
01.2020 - 12.2021
  • Developed and maintained cryptocurrency software solutions using .NET Framework and C#, ensuring high performance and security standards
  • Designed, coded, and tested new features for blockchain-related applications in an Agile environment
  • Collaborated with cross-functional teams to define technical requirements and implement scalable software components
  • Debugged, troubleshot, and resolved software defects to improve system stability and user experience
  • Integrated third-party APIs and cryptographic libraries to enhance software functionality and security
  • Participated in code reviews and contributed to improving development best practices and documentation
  • Assisted in deployment and monitoring of applications in production environments, ensuring uptime and reliability

Education

Master of Information Technology - Business Analytics

University of Newcastle
Newcastle, NSW
04.2001 -

Skills

Network troubleshooting

Remote support

System monitoring

Ticketing system proficiency

Customer service

Network Troubleshooting

Active Directory & Azure AD

Technical Support (Level 1 & 2)

Timeline

IT Service Desk Analyst

NGM Group
12.2024 - Current

IT Support Engineer

Tafe Nsw
01.2022 - 11.2024

Software Developer

IHB Technology
01.2020 - 12.2021

Master of Information Technology - Business Analytics

University of Newcastle
04.2001 -

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SILVI SANGHAVIIT Support Officer