Personal Statement
- IT Support professional experienced in providing comprehensive Level 1 help desk support.
- Proficient in end-user troubleshooting, Active Directory management, and Microsoft 365 administration.
- Aims to leverage a strong technical aptitude and service-oriented approach to deliver effective IT solutions and support.
Technical Skills
- IT Management & Tools: Action1 RMM (Software Deployment, Patch Management, Remote Monitoring), Ticketing Systems, Remote Support
- Networking: TCP/IP Troubleshooting, Network Diagnostics, Printer Troubleshooting, VPN Setup (device) & Support
- Systems & Software: Microsoft 365 Administration, Active Directory (User Account Management), Google Workspace, macOS, Windows OS
- IT Support: Hardware/Software Troubleshooting, PC & Mac Provisioning, IT Asset Inventory Management, Biometric System Management
Professional Experience
IT Help Desk Support | Xirni Limited | Hong Kong | Jan 2025 – Present
Technical Support & User Administration:
- Provided first-line technical support, diagnosing and resolving hardware, software, and network connectivity issues to reduce user downtime.
- Managed Active Directory user accounts, performing password resets, account unlocks, and permission modifications.
- Onboarded new users by preparing, configuring, and securing PCs and Macs with necessary software and policies.
- Provided basic support for in-house and client-facing Line of Business (LOB) Applications.
- Performed basic troubleshooting and setup for macOS.
Systems & Application Administration:
- Administered Microsoft 365 & Google Workspace, including license allocation, email account creation, and troubleshooting client applications (Outlook, AirMail).
- Managed VPN connections for remote access, including after-hours configuration and support.
IT Operations & Documentation:
- Documented, tracked, and resolved support requests via a ticketing system, ensuring adherence to Service Level Agreements (SLAs).
- Escalated complex issues to Level 2/3 support with detailed documentation for efficient handover.
- Maintained a centralized IT asset inventory, performing regular audits and coordinating the disposal of damaged equipment.
- Executed weekly manual backups for SQL and MinIO databases.
Hands-On Project Experience
Microsoft Azure Home Lab
- Provisioned virtual machines (Windows Server 2019, Windows 10) within Azure Resource Groups.
- Installed and configured Active Directory Domain Services on a cloud-based server to simulate a hybrid environment.
Linux (in progress . . .)
- Gaining practical experience in text manipulation, network analysis, software management, file permissions, and process management.
Credentials
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| Microsoft Certified: Azure Fundamentals AZ-900 |
Microsoft |
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