Support engineer with 10+ years of experience across enterprise IT support, infrastructure operations, systems administration, endpoint management, and data-center environments. Hands-on work covers Microsoft 365, Entra ID, Intune, Active Directory, Windows Server, Azure, VMware, Hyper-V, PowerShell, networking, ITIL, incident management, and endpoint security, with recent experience supporting Oracle Cloud Infrastructure (OCI) production environments.
Diagnoses complex technical issues, restores business-critical services, manages incidents through resolution, supports enterprise users and executives, and works with infrastructure, network, security, vendor, and engineering teams.
Skills
Microsoft & Endpoint. Microsoft 365, Entra ID (Azure AD), Intune, SCCM / Endpoint Manager, Active Directory, Group Policy, Autopilot, Exchange Online, SharePoint Online, OneDrive, Windows 10/11.
Infrastructure & Cloud. Windows Server 2012–2022, Microsoft Azure, Azure Virtual Machines, Azure Storage, Azure Backup, VMware, Hyper-V, OCI, High Availability, Server Hardening.
Data Center & Hardware. Data Center Operations, Server Hardware, Hardware Diagnostics, Break/Fix, Component Replacement, Rack Systems, Network Cabling, Transceivers, Fault Isolation, Remote Management.
Provide hands-on technical support across Oracle Cloud Infrastructure data center environments, supporting business-critical systems and ensuring high service availability.
Investigate, diagnose, and resolve hardware, connectivity, and infrastructure incidents, performing structured troubleshooting and root-cause analysis to restore services within operational SLAs.
Perform server diagnostics, component replacement, hardware reseating, fault isolation, and break/fix activities across production infrastructure.
Troubleshoot physical network connectivity issues, including cabling, transceivers, ports, and rack-level connections, coordinating remediation with network and infrastructure teams.
Manage technical incidents and service requests from initial investigation through resolution, escalating complex issues to engineering and specialist teams when required.
Support high-availability cloud infrastructure in a 24×7 operational environment, prioritizing incidents based on business impact and service criticality.
Participate in on-call and after-hours support activities to ensure rapid response to production incidents and maintain service continuity.
IT Support Engineer
EML · Sydney, Australia · Feb 2023 – Feb 2026
Lead level 1 and 2 IT support, managing incident resolution and service request fulfilment for a diverse user base.
Administer Azure AD, Intune, and SCCM for endpoint security, policy enforcement, and software deployment.
Work with SentinelOne and ManageEngine to maintain a secure IT environment, detect threats, and deploy applications.
Analyze and escalate major incidents, address root causes, and improve problem management workflows.
Improve the internal knowledge base, mentor users, and contribute to IT best practices.
Coordinate with external vendors and internal teams to diagnose and resolve complex IT issues.
Provide technical assistance to executive users so critical operations stay available.
Deliver remote and on-site IT support, including regional and interstate office visits.
IT Support & Infrastructure Engineer
APCD – HP · Sydney, Australia · Nov 2019 – Jan 2023
Oversaw daily IT operations, including systems administration, network security, and hardware and software management.
Managed implementation, upgrades, and integration of systems in line with IT policies and best practices.
Developed and maintained IT procedures for security, operational efficiency, and compliance.
Led troubleshooting for critical IT incidents.
Monitored system performance, identified risks, and put proactive measures in place to prevent vulnerabilities.
Worked with management so IT work supported business objectives and operational requirements.
Coordinated with vendors, service providers, and technology partners on service delivery and IT cost.
Maintained IT asset inventories, prepared operational reports, and supported budget planning for infrastructure and equipment.
Technical Support & Customer Service — Onsite & In House
Wholesale ID Australia · Australia · Mar 2019 – Oct 2019
Provided technical support to customers through tickets, face-to-face contact, calls, remote sessions, and email.
Repaired PVC card printers.
Responded to customer inquiries and complaints.
Installed card printing solutions on site and trained customers.
Supported servicing and preventative maintenance agreements.
Travelled to customer sites, attended daily appointments, and repaired or replaced devices as required.
Field Service Technician
Lenovo · Sydney · Sep 2017 – Mar 2019
Oversaw hardware and software issues on laptop and desktop systems, including software installation and configuration.
Ordered parts for repairs and managed an inventory of spare and salvageable parts.
Updated knowledge-base manuals and websites for technicians nationwide.
Assembled parts and conducted performance testing, in-house and as liaison to the independent testing facility.
Wrote technical testing and assembly procedures for parts and components.
Field Service Technician — Onsite
Fuji Xerox · Sydney · Dec 2016 – Sep 2017
Installed new parts on Fuji Xerox printers.
Completed quality assurance tests.
Maintained Fuji Xerox customer service on site.
Followed customer requests and instructions while on their site.
Service Technician
Fujitsu · Sydney · Nov 2015 – Dec 2016
Installed and configured computer hardware, operating systems, and applications.
Coordinated service requests with other IT team members and business units.
Assisted with IT projects.
Documented and maintained the inventory of software and hardware across business sites.
Worked a task through to completion, or referred it to a third party when that was appropriate.
Education
Bachelor of Information Technology — Federation University Australia, Sydney, 2015
Diploma in Networking — TAFE NSW, Sydney, 2013
Certifications
ITIL 4 Foundation
Microsoft Certified: Azure Fundamentals (AZ-900)
Microsoft Azure Administrator Associate (AZ-104) — In progress
AWS AI Practitioner — In progress
Certificate IV in Help Desk — TAFE NSW
Diploma in Information Systems Management — APTECH