About
A quick intro
I’m an IT support professional with 4+ years of hands-on experience keeping complex, multi-user environments running smoothly.
I build genuine working relationships with the people I support, troubleshoot hardware, software, and access issues methodically, and work independently while staying closely connected to the wider IT team.
I manage asset tracking, maintain clear technical documentation, and take a proactive approach to keeping systems secure and compliant, especially in large, project-based infrastructure environments where the impact of good IT support is immediately visible.
Skills
What I work with
| Category | Skills |
|---|---|
| End-User & Systems Support |
|
| Microsoft 365 & Identity |
|
| Asset & Documentation Management |
|
| Security & Compliance |
|
| Networking & Endpoint Management |
|
| Automation, AI & Tooling |
|
Services
How I can help
End-User & Technical Support (Sydney)
Hands-on L2/L3 troubleshooting across hardware, software, and access issues for individuals and teams in Sydney-based organisations — remote or onsite, with clear communication and fast resolution.
Microsoft 365 & Identity Management
Setup, administration, and troubleshooting for Microsoft 365 and SharePoint, plus user access and identity management through Active Directory and Azure AD / Entra ID for multi-user environments.
Endpoint Security & Compliance
Deployment and monitoring of endpoint protection, MFA, and access control policies to keep systems secure and aligned with compliance requirements, including CrowdStrike alert response and hardening.
IT Automation, AI & Scripting
PowerShell, Bash scripting plus AI-assisted workflows (Claude, ChatGPT, Perplexity) to cut down repetitive tickets, speed up documentation, and streamline recurring operational work including automation that reduced a ticket category by up to 95%.
Device & Endpoint Management
Standardised Windows and macOS baselines, patch management, and deployment using tools like Intune, SCCM, and NinjaRMM for consistent, well-managed endpoints in 150+ user environments.
IT Asset & Documentation Management
Lifecycle tracking for hardware and software, plus clear, accurate technical documentation that keeps handovers, audits, and change management painless.
Education & Certifications
Education & Certifications
Master of Information Technology (Computer Networking)
Cyber Security Fundamentals
Graduate Certificate in IT Studies
Experience
Where I've worked
Systems Operations Officer – L2/L3 Support · Universities Admissions Centre (UAC)
Apr 2022 – Present · Rhodes, NSW- Provide hands-on L2/L3 technical support across hardware, software, systems, and user access for a 150+ user organisation, acting as the primary escalation point for incidents the first-level team cannot resolve.
- Administer Microsoft 365, SharePoint, Active Directory, and Azure AD / Entra ID, managing user provisioning, group membership, permissions, and access lifecycle from onboarding to offboarding.
- Manage IT asset tracking and lifecycle records, including hardware allocation, software licensing, imaging standards, and decommissioning, while maintaining accurate documentation for audits and handovers.
- Monitor and respond to security alerts through CrowdStrike, helping maintain ongoing endpoint security, compliance, and incident response across Windows and macOS devices.
- Support enterprise technology projects including a platform migration and a Windows 11 rollout, coordinating endpoint build testing, change management, stakeholder communication, and post-deployment support.
- Identify recurring issues and resolve a high-volume ticket category through PowerShell automation, reducing that category by 95% and freeing capacity for higher-impact L2/L3 work.
- Use AI tools (Claude, ChatGPT, Perplexity) daily to accelerate scripting, documentation, root-cause analysis, and knowledge-base creation, improving productivity and consistency across support workflows.
Technical Support Engineer · Dell Technologies
Nov 2021 – Sep 2022 · Sydney, NSW- Provided L2/L3 technical support across enterprise hardware and Windows environments for a broad customer base, maintaining a high customer satisfaction score and strong repeat-engagement feedback.
- Diagnosed and resolved complex issues through structured root cause analysis, working closely with customers and internal teams to restore service and prevent recurrence.
Junior Systems Support · Universities Admissions Centre (UAC)
Aug 2021 – Apr 2022 · Rhodes, NSW- Resolved daily IT support requests with a high first-contact resolution rate across Windows, Microsoft 365, and on-premises systems.
- Built and deployed Windows endpoints for new staff using standard images and configuration baselines, maintaining accurate asset records throughout the lifecycle.
Projects
Selected work
Ticket Reduction Automation
Designed and implemented a PowerShell-based automation approach that reduced a high-volume recurring ticket category by 95%, using AI (Claude, ChatGPT, Perplexity) to accelerate script development, testing, and documentation.
Windows 11 Rollout Support
Supported planning, testing, and rollout of a Windows 11 environment, coordinating endpoint builds, user communication, change management, and post-deployment troubleshooting, with AI used to draft runbooks and user guides.
Enterprise Platform Migration Support
Contributed to an enterprise platform migration project, assisting with user access, testing, documentation, and support during cutover.
AI-Assisted IT Operations
Daily use of Claude, ChatGPT, and Perplexity to speed up scripting, troubleshooting, documentation, and knowledge-base creation, improving consistency and productivity across L2/L3 support tasks.
More on GitHub (opens in a new tab)
For more projects and work, please visit my GitHub profile.
Case Studies
Selected work in detail
Reducing a high-volume ticket category by 95%
- Challenge
- A single recurring issue type was generating a disproportionate share of the support queue at UAC, consuming time that could otherwise go toward higher-impact L2/L3 work and proactive improvements.
- Approach
- Identified the pattern behind the repeat tickets, then built PowerShell automation to handle the underlying task directly rather than resolving each occurrence manually — turning a manual, repetitive fix into a scripted, self-service or automatic one. Used AI tools (Claude, ChatGPT, Perplexity) to accelerate script design, testing, and documentation.
- Outcome
- Cut that ticket category by 95%, freeing up meaningful time for Level 2/3 escalations and other proactive support work across a 150+ user organisation in Sydney.
Windows 11 rollout
- Challenge
- UAC needed to migrate its device estate to Windows 11 without disrupting day-to-day operations for a large, multi-user organisation.
- Approach
- Supported planning, testing, and coordinated rollout of the new endpoint builds — working through change management, stakeholder communication, structured testing, and post-deployment support. Leveraged AI to draft runbooks, checklists, and user communications more quickly and consistently.
- Outcome
- Delivered a coordinated rollout with minimal disruption, alongside standardised Windows/macOS baselines and patch management practices already in place for the environment.
Password Sentinel — AD password expiry notifications
- Challenge
- Users in Active Directory environments often aren't reliably warned before their password expires, leading to avoidable lockouts and support tickets. An earlier version of this tool was built as a full cloud-hosted admin app — a web front end, a hosted database, SAML SSO, and a separate PowerShell agent polling the cloud for jobs — more infrastructure than a single-admin tool actually needed.
- Approach
- Rebuilt it as a standalone Windows desktop app in C# (.NET 8, WPF) that queries Active Directory directly for password expiry (via msDS-UserPasswordExpiryTimeComputed) and sends reminder emails over SMTP, collapsing the cloud backend, SSO layer, and separate polling agent into a single local process backed by SQLite. For the unattended daily-scan option, applied zero-trust-style principles: every run re-verifies AD and SMTP connectivity from scratch, fails closed with no emails sent if either check fails, reuses only the least-privilege credentials already configured, and logs every run's outcome independently for a full audit trail. Used AI assistants to refine design, review code patterns, and draft documentation.
- Outcome
- A self-contained tool with no hosting cost or cloud dependency that scans for about-to-expire and expired passwords, can run fully unattended via a Windows Scheduled Task, and keeps a local audit trail of every automated run and reminder sent — reducing avoidable password-expiry lockouts without maintaining separate cloud infrastructure.
FAQ
Frequently asked questions
What Microsoft 365 and Azure AD services do you provide?+
I handle end-to-end Microsoft 365 and SharePoint administration, plus identity and access management through Active Directory and Azure AD / Entra ID — including user provisioning, permissions, group policy, and access lifecycle management for multi-user organisations in Sydney and beyond.
Do you work with Intune and endpoint management tools?+
Yes — I manage device environments using Microsoft Intune, SCCM, and Ninja RMM, covering patch management, endpoint compliance enforcement, and standardised Windows and macOS deployment baselines.
What kind of IT automation and AI use do you bring?+
I use PowerShell, Bash, and C# (.NET 8) to automate recurring operational tasks, and I work daily with AI tools like Claude, ChatGPT, and Perplexity to accelerate scripting, documentation, root-cause analysis, and knowledge sharing. This combination has helped reduce a high-volume ticket category by 95% at UAC.
Are you experienced with endpoint security and compliance?+
Yes — I monitor and respond to security alerts through CrowdStrike, administer MFA and privileged access management, and enforce endpoint compliance policies as part of ongoing security operations.
What size organisations have you supported?+
I currently support a 150+ user organisation at UAC in Sydney as the escalation point for Level 2/3 issues, and previously supported enterprise customers at Dell Technologies across hardware and Windows environments.
Contact
Let's get in touch
Looking for reliable IT support, Microsoft 365 administration, or help automating recurring support work in Sydney? I'd like to hear about it — send a note and I'll get back to you.
Email: hello@alir.com.au
Location: Greater Sydney, NSW, Australia