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 |
|---|---|
| IT Operations & Systems Administration |
|
| Microsoft 365 & Identity Management |
|
| Endpoint Management & Infrastructure |
|
| Cybersecurity & Endpoint Protection |
|
| Networking & Troubleshooting |
|
| Automation, Scripting & AI |
|
Services
How I can help
IT Operations & Systems Administration
L2/L3 support, Windows and macOS troubleshooting, systems maintenance, incident escalation, and operational support for multi-user environments.
Microsoft 365 & Identity Management
Microsoft 365, SharePoint, Active Directory, and Entra ID administration, including user provisioning, permissions, access control, and identity lifecycle management.
Endpoint Management & Security
Endpoint deployment, patch management, compliance monitoring, and security operations using tools such as Intune, SCCM, NinjaOne, and CrowdStrike.
IT Automation & Scripting
PowerShell, Bash, and C# solutions that streamline repetitive IT tasks, reduce manual support workload, and improve operational consistency.
Cybersecurity & Access Control
Endpoint alert monitoring, security incident triage, MFA support, least-privilege practices, and endpoint security configuration.
IT Asset & Configuration Management
Device lifecycle tracking, software licensing records, configuration documentation, deployment standards, and operational handover processes.
Education & Certifications
Education & Certifications
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Master of Information Technology (Computer Networking)
Google AI Essentials
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- Act as the primary IT support resource for a 150+ user organisation, managing L2/L3 incidents across hardware, software, identity, endpoint management, and business-critical systems.
- Administer Microsoft 365, SharePoint, Active Directory, and Entra ID, supporting user provisioning, group membership, permissions, and identity lifecycle processes.
- Support endpoint management and security operations across Windows and macOS environments, including CrowdStrike monitoring, alert investigation, patching, and compliance activities.
- Manage IT assets throughout their lifecycle, including device allocation, software licensing, deployment records, and decommissioning, while maintaining accurate technical documentation.
- Contribute to enterprise technology initiatives, including Windows 11 migration and platform rollout activities, through endpoint testing, change coordination, user communication, and post-deployment support.
- Developed PowerShell automation that reduced a high-volume recurring ticket category by 95%, reducing manual workload and freeing capacity for higher-priority operational tasks.
- Use AI-assisted workflows to accelerate scripting, troubleshooting, root cause analysis, and knowledge-base development, improving consistency and efficiency across IT operations.
Technical Support Engineer · Dell Technologies
Nov 2021 – Sep 2022 · Sydney, NSW- Delivered technical support for enterprise hardware and Windows environments, diagnosing complex customer issues and coordinating resolutions across support teams.
- Applied structured troubleshooting and root cause analysis to identify faults, restore service, and reduce recurring technical issues.
- Maintained customer communication throughout incident resolution, providing clear technical guidance and supporting positive customer outcomes.
Systems Support Officer · Universities Admissions Centre (UAC)
Aug 2021 – Apr 2022 · Rhodes, NSW- Resolved day-to-day IT incidents across Windows, Microsoft 365, and on-premises systems, supporting reliable access to business applications and services.
- Built and deployed Windows endpoints using standardised images and configuration baselines for new staff.
- Maintained IT asset records and technical documentation to support device tracking, deployment, and operational handovers.
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 IT operations and systems administration experience do you have?+
I provide L2/L3 support and systems operations for a 150+ user organisation at UAC. My work covers Microsoft 365, Active Directory, Entra ID, endpoint management, security monitoring, IT asset management, and operational troubleshooting.
What is your experience with Microsoft 365 and identity management?+
I work with Microsoft 365, SharePoint, Active Directory, and Entra ID, supporting user provisioning, group membership, permissions, authentication, and access lifecycle processes.
Which endpoint management and security tools have you used?+
My experience includes Microsoft Intune, SCCM, NinjaOne, and CrowdStrike across endpoint management, device deployment, patching, security monitoring, and troubleshooting.
What kind of automation have you developed?+
I use PowerShell, Bash, and C# to automate operational tasks. One PowerShell solution reduced a recurring ticket category by 95%. I also developed Password Sentinel, a standalone Windows application for Active Directory password expiry reminders.
What cybersecurity experience do you bring?+
I have hands-on experience with CrowdStrike alert monitoring and investigation, MFA support, endpoint compliance, access control, and security-related troubleshooting. I also hold the Microsoft Security, Compliance, and Identity Fundamentals certification.
What size environments have you supported?+
At UAC, I support a 150+ user environment as a primary IT support resource and escalation point for L2/L3 issues. At Dell Technologies, I provided technical support for enterprise 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.
Email: hello@alir.com.au
Location: Greater Sydney, NSW, Australia
Prefer a quick chat?
Book a 30-minute call
Choose a time that works for you and I'll be happy to discuss an opportunity, project, or technology requirement.