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IT Support Officer & IT Professional

Liverpool, NSW • 2 Years Tech Experience

Bridging Technical Diagnostics & Operations

IT Support Officer with 2 years of hands-on experience. Trusted first point of contact handling high ticket volumes across M365, Windows, and business-critical systems. Known for strong process discipline and delivering high first-contact resolution.

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Aayush Acharya

Professional Experience

Summary of Expertise

Experienced in supporting enterprise environments and multi-venue operations. I specialise in Incident Management, SLA Compliance, and User Training, with a focus on reducing repetitive support requests through better documentation and root-cause analysis.

IT Support Officer

Al Aseel Group | July 2024 – Present

  • Primary Contact: Diagnosed and resolved 95% of L1/L2 incidents for 200+ staff across a high-volume environment.
  • Infrastructure: Spearheaded critical migration of legacy file server data to SharePoint Online and administered 3CX VoIP telephony services.
  • Systems Admin: Managed Lightspeed POS lifecycle, Entra ID (Azure AD) onboarding, and SaaS integrations (Deputy/Tyro).

Key Skills

Entra ID (Azure AD) Freshservice Cisco Meraki SharePoint

Customer Service & Leadership Roles

Various Venues | 2017 – 2024

  • Led diverse teams of 15+ in high-pressure environments, focusing on staff training, rostering, and conflict resolution.
  • Provided daily deskside support to non-technical staff for password resets and access to internal rostering apps.
  • Resolved common hardware faults on POS terminals and receipt printers.

Key Skills

Leadership Training Conflict Resolution Ops Management

Technical Skills & Certifications

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Technical Skills

  • Operating Systems:
    Windows 10/11, macOS Support, Android/iOS (MDM), Linux Basics (Ubuntu).
  • Identity & Management:
    Active Directory (AD DS), Entra ID (Azure AD), Group Policy (GPO), Microsoft Intune & Autopilot.
  • Networking & VoIP:
    TCP/IP, DNS, DHCP, VPN (GlobalProtect), 3CX Phone System, ISP Failover Configuration.
  • Tools & SaaS:
    Microsoft 365 Admin, PowerShell, ServiceNow, FreshService, Jira, Remote Desktop (RDP).
  • Security & Hardware:
    MFA Configuration, Defender for Endpoint, Phishing Analysis, Cisco Webex, Printer Mgmt.

Certifications

  • Cisco: CCST IT Support Specialization
    Coursera | Jan 2026

    Completed official Cisco/Pearson training pathway for Exam 100-140.

    View Certificate
  • CompTIA: A+ Core 1 (Pearson Cert Prep)
    Coursera | Jan 2026

    Completed practical training on hardware, mobile devices, and networking. Prepared for Exam 220-1201.

    View Certificate
  • Google: IT Support Professional Certificate
    Coursera | Dec 2025

    Completed 6-course professional certificate covering networking, security, and sysadmin fundamentals.

    View Certificate
  • Microsoft: Endpoint Administrator (MD-102) Specialization
    Coursera | Jan 2026

    Completed 3-course specialization focused on deploying Windows clients and managing Microsoft Intune.

    View Certificate
View All Certifications

Technical Projects & Simulations

Enterprise Infrastructure & Security Architecture

Architected a production-grade Microsoft 365 E5 tenant. Implemented a Zero Trust framework using Entra ID for IAM, enforced Phishing-Resistant MFA, and configured Intune Autopilot for zero-touch device provisioning.

Virtual Job Simulations

  • Datacom: Service Desk Simulation

    Completed practical modules on technical issue resolution, customer escalation matrices, and SLA management.

    View Completion
  • NBN: Field Technician Simulation

    Performed virtual fibre-optic fault identification and new connection installations following standard NBN protocols.

    View Completion

IT Documentation & KB

Created comprehensive troubleshooting guides and SOPs for technical issues. Built an internal knowledge base structure to standardize support responses and reduce repetitive ticket volume.

Education

Bachelor of Computer Applications (Cloud & Security)

Manipal University | 2025 – 2029 (Expected)

Academic Focus

Hybrid Cloud Enterprise Network Admin Software Development

Core Coursework

Network Security Linux SysAdmin Data Protocols DBMS

Hospitality Administration & Management

Salford College Australia | 2020 – 2022

Core Coursework

Event Management Customer Experience Operational Planning Budgeting & Finance Staff Leadership WHS Compliance

Information Technology

King's Own Institute (KOI) | 2018 – 2020

Core Coursework

HTML & CSS Java Programming Network Arch Info Systems Business Analytics

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