Tuan Kiet Lam
Baldivis,Perth, WA
Summary
Detail-oriented IT Support Technician with expertise in desktop and end-user support for Windows, macOS, and Linux. Skilled in troubleshooting, system builds, hardware repair, and Microsoft 365. Capable of managing multiple requests in ticket-based environments, delivering reliable support and effective communication in fast-paced settings.
Overview
9
9
years of professional experience
Work History
IT Support Technician
Gold PC Services
Bayswater, WA
05.2025 - Current
- Delivered end-user desktop and technical support across Windows, macOS, and Linux environments via in-person, phone, and remote assistance.
- Resolved login issues, account access, and technical support requests to enhance user experience.
- Diagnosed and resolved software and application issues across multiple industries, minimizing downtime for users.
- Diagnosed and rectified network connectivity issues, including IP conflicts and DHCP failures, ensuring stable network performance.
- Supported Office 365 applications, resolving email, OneDrive, and application-related issues.
- Maintained system security by identifying and resolving malware, virus, and security-related issues, protecting organizational data.
- Configured and maintained routers, switches, and firewalls for optimal security.
- Developed and maintained support documentation and knowledge notes, enhancing team efficiency and standardizing issue resolution processes.
Sale Assistant
Bakers Delight
Baldivis, WA
10.2017 - Current
- Delivered exceptional customer service that improved customer satisfaction in high-pressure retail setting.
- Coordinated team efforts during peak periods to streamline workflow, improving customer service delivery.
- Facilitated team communication through collaboration, strengthening team cohesion.
- Oversaw store operations, ensuring smooth opening/closing and precise cash handling to maintain operational integrity.
Education
Professional Year Program -
Stanley College
Perth, WA04-2026
Bachelor of Information Technology -
Curtin University
Perth, WA02-2025
Skills
- Microsoft 365 support (Outlook, Teams, OneDrive)
- Windows, macOS, Linux support
- Hardware troubleshooting and repair
- OS installation, system rebuild, and configuration
- Network troubleshooting (DNS, DHCP, Wi-Fi)
- User account and access support
- Ticketing systems and incident management
- Printer and peripheral support
- Wireless networking
- VoIP systems
- Data backup management
- Active Directory management
- Virtualization (VMware, Hyper-V)
References
- Faraidon Muhammed, Host Organisation - Gold PC Services, (08) 9271 9924, info@goldpc.net.au
- Jordan Richards, Capstone Project Supervisor, Sessional Academic - School of Elec Eng, Comp and Math Sci (EECMS) at Curtin University, jordan.richards@curtin.edu.au
- June Martin, Owner - Bakers Delight Baldivis - Goodpoint Holding Pty Ltd, 0404 446 199, junemartin2608@yahoo.com
Projects
Capstone Project - Zero Trust Security Model, Curtin University, (Virtual Box, Snort).
- Designed a security model to improve system access control and reduce unauthorized access risks.
- Applied concepts related to device management and secure user authentication.
- Gained exposure to enterprise tools such as Microsoft Intune, SCCM, and virtual environments.
- Produced technical documentation and presented findings to stakeholders.
Active Directory Lab - User and Access Management (Hyper-V).
- Set up a Windows Server lab environment to simulate Active Directory Domain Services (AD DS)
- Created and managed user accounts, including password resets and account lockouts
- Practiced group-based access control and permission management
- Simulated common helpdesk scenarios such as login and access issues
Banking Web Application, (Visual Studio, C#, ASP.NET).
- Developed a web-based banking system with authentication and transaction functionality.
- Implemented CRUD operations and MVC architecture.
Multithreaded Sudoku Validator (C).
- Built a validator using pthreads to verify Sudoku solutions.
- Applied multithreading and synchronization techniques for performance.
Network Configuration Lab – Wi-Fi and LAN Setup (Cisco Packet Tracer)
- Designed and configured a small office network including routers, switches, and wireless access points
- Implemented IP addressing, DHCP, and basic network connectivity setup
- Configured secure Wi-Fi access and tested connectivity across multiple devices
- Troubleshot network issues to ensure stable communication between devices
Awards Certificates
- CCNAv7 Switching, Routing, and Wireless Essentials
- CCNAv7 Enterprise Networking, Security, and Automation
Timeline
IT Support Technician
Gold PC Services
05.2025 - Current
Sale Assistant
Bakers Delight
10.2017 - Current
Professional Year Program -
Stanley College
Bachelor of Information Technology -
Curtin University