Abhinaya Gautam

About Me

Professional Summary

Dedicated IT Support Engineer with 4+ years of experience providing Level 1 and Level 2 technical support across Microsoft 365, Windows environments, networking infrastructure, and learning management systems.

Experienced in troubleshooting hardware, software, operating system, connectivity, and endpoint-related issues while delivering high-quality customer service and meeting service level expectations. Skilled in Microsoft 365 support, Microsoft Intune, Windows Autopilot, networking fundamentals, incident resolution, and technical documentation.

4+ Years Experience

L1/L2 Support Levels

M365 Core Stack

Quick Facts

Currently IT Support Officer at CIOM College
Based in Darwin, NT
Bachelor of Information Technology
ACS Member · BTL1 · SLA1
Homelab & Azure projects

Expertise

Technical Skills

Helpdesk & Support

Incident Management Service Requests SLA Management Root Cause Analysis Remote Support Technical Documentation Hardware & Software Troubleshooting

Networking

TCP/IP DNS DHCP Routing & Switching LAN/WAN VPN Technologies Wi-Fi Troubleshooting Firewall Fundamentals

Microsoft Technologies

Microsoft 365 Entra ID Exchange Online SharePoint Online OneDrive Teams Intune Windows Autopilot

Systems Administration

Active Directory Windows Server Linux Administration Hyper-V Proxmox

Tools & Platforms

Zoho Desk Trend Micro Vision One Moodle Canvas LMS Zoom Webex Azure Docker PowerShell Tailscale Cloudflare

Career

Professional Experience

IT Support Officer

CIOM College · Sydney & Darwin

June 2022 – Present

Provide Level 1 and Level 2 technical support to staff, students, and faculty across multiple campuses.
Diagnose and resolve hardware, software, OS, networking, and application-related issues.
Troubleshoot desktops, laptops, printers, projectors, AV systems, mobile devices, and Microsoft 365 applications.
Respond to incidents and service requests through Zoho Desk while maintaining SLA expectations.
Support Windows device deployment, Microsoft Intune management, and Windows Autopilot provisioning.
Configure and troubleshoot Microsoft Entra ID authentication, MFA, and SSO integrations.
Troubleshoot DNS, DHCP, TCP/IP, VPN, Wi-Fi, routing, switching, and network connectivity issues.
Administer Moodle LMS (user management, course setup, integrations) and support Canvas LMS with Microsoft 365 SSO.
Investigate security alerts using Trend Micro Vision One and assist users with phishing concerns.
Successfully deployed and configured BigBlueButton virtual classroom platform on Microsoft Azure.
Create technical documentation, knowledge base articles, and user guides.

Customer Service Team Member

Woodfire Kebab & Pizza · Sydney

March 2019 – June 2022

Delivered excellent customer service in a fast-paced environment.
Developed strong communication, teamwork, time management, and problem-solving skills.
Handled guest inquiries including function details and bookings.

Showcase

Home Lab & Projects

Enterprise Homelab Infrastructure

Designed and implemented a self-hosted enterprise-style homelab using Raspberry Pi and Docker Compose.

Secure remote access with Tailscale VPN and Cloudflare Tunnel
Deployed Nextcloud, Vaultwarden, AdGuard Home, Uptime Kuma, Portainer
Linux administration, networking, SSL/TLS, monitoring & troubleshooting

Docker Raspberry Pi Tailscale Cloudflare Linux

Production

BigBlueButton on Microsoft Azure

Deployed and configured a full virtual classroom platform on Microsoft Azure for production use.

Provisioned Azure VMs and networking resources
Configured DNS, SSL certificates, and reverse proxy
Linux server maintenance, performance optimization & troubleshooting

Azure Linux DNS SSL/TLS BigBlueButton

Background

Education & Certifications

Bachelor of Information Technology

Victoria University, Sydney

Major: Networking & Systems Computing

ACS Professional Year Program – ICT

QIBA, Sydney Campus

July 2022 – June 2023

Certifications & Memberships

Blue Team Level 1 (BTL1)
SLA1 Certification
Australian Computer Society (ACS) – Member

Let's Connect

Get In Touch

Open to IT Support, Helpdesk, and Systems roles. Feel free to reach out.

Location

Darwin, NT, Australia