Utsav Sangroula
IT Support Specialist | Help Desk Technician | System Administrator
Microsoft Certified IT Professional with hands-on experience in technical support, system administration, and help desk operations. Expertise in Microsoft 365, AWS cloud services, Windows Server, Active Directory, and network troubleshooting. Recently completed comprehensive training in cybersecurity (ISC2), cloud support (AWS), and Microsoft enterprise solutions. Proven track record in retail IT support, server administration, and customer service delivery. Strong problem-solving skills with ITIL knowledge and ticketing system experience.
Core Competencies:
- ✔ Help Desk Support & Technical Troubleshooting
- ✔ Microsoft 365 Administration & AWS Cloud Support
- ✔ Network Security & Active Directory Management
- ✔ Customer Service Excellence & ITIL Practices
Technical Skills
Operating Systems & Support
- • Windows OS (10/11, Server 2012/2019/2022)
- • Linux & macOS Administration
- • Microsoft 365 Suite
- • Remote Support Tools
- • Ticketing Systems
- • Hardware & Printer Configuration
Cloud & Security
- • Microsoft 365 & Azure AD Administration
- • AWS Cloud (EC2, S3, IAM, Route 53)
- • Google Workspace Management
- • Microsoft Defender XDR & Purview
- • Multi-Factor Authentication & Endpoint Security
Networking & Infrastructure
- • TCP/IP, DHCP, DNS, VPN, IPv4
- • Network Protocols & Wireless Communications
- • 3CX VoIP Systems
- • Network Equipment Setup & Configuration
- • LAN/WAN Infrastructure
Administration & Automation
- • Active Directory & Group Policy Management
- • PowerShell & Bash Scripting
- • User Account Management & Provisioning
- • System Imaging & Backup Solutions
- • Server Installation & Maintenance
Service Management
- • ITIL Framework & Best Practices
- • Technical Documentation & SOPs
- • Incident & Change Management
- • Customer Service Excellence
- • Process Improvement & Team Collaboration
Soft Skills
- • Problem Solving & Critical Thinking
- • Communication & Documentation
- • Time Management & Prioritization
- • Team Collaboration & Leadership
- • Continuous Learning & Adaptability
Professional Experience
IT Support Intern
Graduate Plus | Sydney, NSW
- Completed intensive 3-month IT support training program with hands-on practice in enterprise environments
- Managed help desk tickets using industry-standard ticketing systems and escalation procedures
- Performed Microsoft 365 user provisioning, Exchange Online administration, and Teams support
- Conducted Windows 10/11 troubleshooting, hardware diagnostics, and system imaging
- Created technical documentation and standard operating procedures following ITIL best practices
- Provided remote support using TeamViewer, AnyDesk, and Remote Desktop Protocol
Retail Supervisor & IT Support Liaison
Leisure Coast Fruit Market | Wollongong, NSW
- Served as primary IT support contact for retail operations, coordinating with external MSP providers
- Troubleshot POS systems, thermal printers, barcode scanners, and Wi-Fi connectivity issues
- Managed user accounts, password resets, and basic Active Directory tasks
- Implemented digital signage system integration with point-of-sale systems
- Performed network upgrades, router configuration, and wireless access point optimization
- Provided after-hours emergency support for critical system outages
- Trained staff on technology usage, password management, and security awareness
- Supported 20+ users with IT issues: POS, printers, Wi-Fi, mobile devices
- First point of contact for IT; coordinated with external MSP when needed
- Installed and configured new equipment including PCs, printers, switches, wireless routers
- Maintained IT inventory and managed basic procurement
- Applied systematic troubleshooting to resolve hardware/software issues efficiently
- Maintained clear documentation of all support activities to ensure continuity of service
- Prioritized issues based on business impact and urgency to minimize disruption
System Administrator
KMInfosystems | India
- Administered Windows Server and Linux infrastructure in corporate data center environment
- Managed user accounts, group policies, and access controls in Active Directory
- Performed server installations, OS patching, system updates, and hardware maintenance
- Executed daily backups, system monitoring, and proactive maintenance procedures
- Resolved network connectivity issues, server performance problems, and application errors
- Documented technical procedures and maintained configuration management records
- Supported development environments and coordinated with software development teams
- Provided Level 1 and Level 2 technical support via phone, email, and Helpdesk ticketing system
- Applied operating system updates, patches, and configuration changes; installed software and added users/groups
- Performed routine system audits, monitored logs, and optimized server performance
- Troubleshot and resolved issues related to Windows, antivirus, software installation, drivers, and LAN connectivity
- Supported development and post-production environments, created system platforms for developer use
- Conducted regular backups and restorations of websites/databases, implemented disaster recovery plans
- Configured routers, switches, and maintained network topology documentation
- Estimated infrastructure costs and applied cost optimization techniques for compute and storage services
- Migrated on-premises workloads to service providers with minimal disruption
- Tuned system performance, upgraded hardware (CPU, RAM, storage) and installed necessary administrative tools
- Maintained operational procedures and documented IT processes and configuration standards
- Communicated technical resolutions to clients, documented ticket notes, and escalated issues as required
- Delivered remote support to end users and monitored Helpdesk ticket queues by priority level
- Kept skills current with technology trends and data center standards
- Provided technical support to internal teams and documented internal procedures
Projects & Practical Labs
Microsoft 365 Migration & Security
- Led migration from on-premises Exchange to Microsoft 365
- Implemented Microsoft Defender XDR and Purview
- Configured conditional access policies and MFA
- Created documentation and conducted training
Network Infrastructure Upgrade
- Designed and implemented VLAN segmentation
- Deployed and configured 3CX VoIP system
- Implemented enterprise-grade wireless security
- Created network documentation and monitoring
IT Service Management
- Established ITIL-based service desk
- Developed SOPs and knowledge base
- Implemented automated workflows
- Reduced resolution time by 40%
Technical Certifications
AWS Cloud Support Associate
Issued Mar 2025
Credential ID: Q77SU55K1YGL
Skills: Amazon Web Services (AWS), Customer Service in IT Support, Customer Support, Compute, Storage, and Networking in AWS
AWS Academy Graduate - Cloud Foundations
Issued Jun 2024
Skills: AWS, Cloud Computing, Networking, Cost Management, IaaS, Virtualization, Amazon EC2, S3, IAM, VPC
AWS Cloud Practitioner Essentials
Issued Jan 2022
Credential ID: MNHF8JJF3FPX
Skills: AWS Security & Compliance, Compute, Storage, and Networking in AWS
ISC2 Candidate
Issued Mar 2025 · Expires Mar 2026
Skills: Network Security Monitoring, Firewalls, Incident Response, Risk Management, IT Security Best Practices
Microsoft IT Support Specialist
Issued Mar 2025
Credential ID: 7Y1KF06SXOGT
Skills: Microsoft 365, Troubleshooting, Network Security, Generative AI, Help Desk Support, Windows OS & Active Directory
MCSA: Windows Server 2012
Issued Dec 2014
Credential ID: ADE7F4-BE37BA
Skills: Windows Server Administration, Technical Support, IT Security Best Practices, System Administration
MCPS: Microsoft Certified Professional
Issued Nov 2014
Credential ID: 14A57B-57P085
Skills: Windows Server Administration, System Administration, Technical Support, IT Security Best Practices, Cloud Computing
Network Support and Security
Issued Jan 2025
Skills: Incident Response, VPN Configuration, Routing and Switching, Firewall Configuration, Network Security
Networking Basics
Issued Jan 2025
Skills: IP Addressing, Network Protocols, Wireless Networking, Network Topology, Cisco Networking
Google IT Support
Issued Feb 2022
Credential ID: 783WBNR7FVJV
Skills: Network Security, Technical Support, Troubleshooting, Operating Systems, System Administration, ITIL Framework
Google Workspace Administrator
Issued May 2025
Skills: Workspace Administration, Security Management, User Management, Google Workspace Services
Healthcare IT Support Specialization
Issued Jan 2025
Credential ID: JWH8K237UGXA
Skills: Healthcare IT, Electronic Health Records, Technical Support, Healthcare Data Security, Privacy and Compliance
The Critical Role of IT Support Staff in Healthcare
Issued Jan 2025
Credential ID: S440JF0SAYME
Skills: Healthcare IT Support, Technical Troubleshooting, Healthcare Compliance and Security, User Support and Training
Education
Certificate IV in Information Technology (Networking)
TAFE NSW | 2024
Focus: Practical IT support and systems administration
- Network Infrastructure and Security
- Systems Administration
- IT Support Operations
- Practical Implementation
Bachelor of Infrastructure Management (IT Focused)
Sikkim Manipal University - Distance Education | 2016
Core Subjects:
- Network Infrastructure
- Systems Administration
- IT Security
- Database Management
- Project Management and IT Operations
- Infrastructure Planning and Implementation
Contact Me
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Feel free to contact me for any IT support or cloud computing opportunities. I'm currently available for full-time and contract positions.
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