Actively seeking L1/L2 roles

Kushal Gautam

IT Support Engineer Service Desk & Help Desk Active Directory Microsoft 365 Networking AI & Software Dev Sydney-based · Open to Relocate

Recent BIT graduate (July 2025). L1/L2 support across Windows, macOS, and Linux, with hands-on identity, endpoint, and ticketing experience.

Identity & Devices: AD / Azure AD (Entra), M365, Intune, SCCM, GPO
Networking: TCP/IP, DNS, DHCP, VPN, MFA, Conditional Access
Support: ServiceNow & Jira, POS/printers, Wi-Fi, remote tools (RDP, AnyDesk)
Automation: PowerShell & Python basics; documentation & KB creation
Certs: Google IT Support, AWS Cloud Foundations; studying AZ-900, ITIL 4 Foundation

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About Me

IT Support (L1/L2) · Service Desk · Microsoft 365 · Active Directory · Intune

I’m a recent BIT graduate (July 2025) and hands-on IT Support Technician (L1/L2) based in Sydney. I keep teams productive with fast, friendly support across Windows, macOS, and cloud.

Identity & DevicesAD / Entra (Azure AD), M365, Intune, SCCM, GPO
NetworkingTCP/IP, DNS, DHCP, VPN/MFA, Wi-Fi, printer queues
Service OpsServiceNow & Jira, RDP/AnyDesk, POS & peripherals
Automation & DocsPowerShell basics, tidy KB & SOPs

CertsGoogle IT Support, AWS Cloud Foundations
In progressAZ-900, MD-100, ITIL 4 Foundation
Soft skillsCustomer service, clear comms, ownership, adaptability
GoalMove into cloud support & DevOps

40%+POS downtime reduction

10–15tickets/day triaged

KBhow-tos that cut repeats

Actively seeking IT Support / Service Desk (Level 1/2) roles in enterprise or MSP environments.

Hands-On Snapshots

Hidden Grounds Brasserie: Abacus POS, tablets, Wi-Fi & printers; trained staff; uptime focus.
Crown Casino (HD Supervisor): high-pressure service, incident logs, cross-dept coordination.
ICC Sydney: event support, large-scale ops, rapid adaption.

💡 Why Hire Me?

IT Support Expertise

Hands-on with Active Directory, Intune, ServiceNow, Microsoft 365. Proven record resolving incidents in hospitality and enterprise settings.

Cloud & Automation

Strong AWS & Azure knowledge, PowerShell & Bash scripting. Skilled at automating account management, cleanup, and reporting.

Problem Solving

Experienced at troubleshooting VPN issues, POS systems, and endpoint devices. Delivering clear solutions and reducing repeat incidents.

Adaptable & Reliable

Quick learner with full-stack project experience (Fresh Mart, Ice Cream Share). Ready to add value from Day One.

✏ Blog / Insights

Improving Troubleshooting Speed with Documentation

At Hidden Grounds Brasserie, I learned that creating clear step-by-step guides for POS and printer issues reduced repeated support calls by over 30%. Good documentation saves time for both users and IT support teams.

Lessons from Supporting Hybrid Work Environments

Providing IT support across Windows, macOS, and Microsoft 365 taught me the importance of cross-platform knowledge. Whether resolving Teams call issues or managing Azure AD accounts, adaptability is key in modern IT roles.

Why Customer Service Matters in IT

Technical fixes are only half the job — explaining issues clearly and reassuring users is what builds trust. I focus on translating technical problems into plain language so end users feel confident, not confused.

Building My Quick IT Troubleshooter App

I developed an Android app that guides users through offline troubleshooting flows for common IT issues. This project helped me understand how knowledge bases can empower users to solve problems faster.

What I Learned from Cloud Certifications

Studying AWS Cloud Foundations and Azure Fundamentals gave me a deeper view of cloud support. It’s not just about servers — it’s about identity, security, and keeping users productive wherever they are.

Handling IT Issues Under Pressure

Working in hospitality taught me how to stay calm when printers go down during peak hours. Managing IT issues under pressure prepared me to prioritize tasks and communicate clearly in high-stress environments.

Technical Skills & Tools

Core IT Support, Service Desk, Networking, and Software Development Skills

Operating Systems

Windows 10/11 Administration
Windows Server (AD, GPO)
macOS Support
Linux (Ubuntu, CentOS)
Virtualization (VMware, Hyper-V, UTM)

Identity & Access Management

Active Directory (Users, Groups, OU)
Azure AD / Entra ID
Group Policy Objects (GPO)
Single Sign-On (SSO)
Multi-Factor Authentication (MFA)
Conditional Access

Microsoft 365 & Collaboration

Exchange Online
Microsoft Teams
SharePoint Online
Outlook Support
OneDrive for Business
Intune / Endpoint Manager
SCCM / MECM

Networking & Security

TCP/IP, DNS, DHCP
LAN/WAN, VPN
Firewalls & Routers
Wi-Fi Troubleshooting
Network Printers & Scanners
Endpoint Security & Antivirus
Patch Management

IT Support & Tools

ServiceNow
Jira
Remote Desktop Protocol (RDP)
TeamViewer / AnyDesk
POS System Troubleshooting
Hardware Break/Fix
Printer & Peripheral Support

Scripting & Automation

PowerShell (User & Device Management)
Bash (Basic Automation)
Python (Support Scripts)
Batch Scripting

Cloud & DevOps

AWS (EC2, S3, IAM)
Azure (VMs, NSGs)
Office 365 Admin Center
Cloud Security Best Practices
Git & GitHub
Agile & ITIL Frameworks

AI & Development

Java
JavaScript (ES6+)
TypeScript
React.js
Node.js
RESTful APIs
SQL (PostgreSQL, MySQL)
AI/ML Fundamentals
Data Structures & Algorithms

Featured Projects

A selection of modern, responsive websites and web applications I've designed and developed

Quick IT Troubleshooter — Mobile App

A cross-platform mobile app built with Flutter to guide users through step-by-step solutions for common IT issues (network, hardware, software). Includes an offline knowledge base, device-specific troubleshooting flows, and quick fix suggestions. Currently under internal testing, with APK available upon request.

Step-by-step troubleshooting flows for IT issues
Searchable offline knowledge base
Device-specific quick fix suggestions
Clean and responsive UI
Optimized for end-users with limited technical knowledge

Flutter Dart Firebase (optional)

APK: Available upon request

Fresh Mart — Grocery eCommerce + Loyalty Platform

A full-stack web application combining a modern grocery shopping experience with a custom loyalty rewards system ("Cream Points"). Users can browse supermarket-style categories, manage their cart, rate products, and earn points. Features include category browsing, responsive design, RESTful APIs, and dedicated member/admin dashboards.

Supermarket-style categories (Poultry, Dairy, Fruits, Vegetables, Bakery, Beverages)
Cart & checkout with quantity management
Loyalty system (Cream Points) for purchases and ratings
Product ratings, hide links, and aggregate ratings
Authentication (signup/login, member/admin views)
RESTful API integration (no page reloads)
Fully responsive, clean code, modular backend

HTML CSS JavaScript TailwindCSS Node.js Express PostgreSQL

GitHub Live Demo

Ice Cream Share — Full-Stack Link Sharing App

Ice Cream Share is a full-stack web application I designed and developed for a university project. It provides a platform for ice cream enthusiasts to share, browse, and rate ice-cream-related links. The application combines a clean HTML/JavaScript front-end with a secure, RESTful API back-end powered by Node.js, Express, TypeScript, and PostgreSQL.

User registration and authentication (passwords securely hashed)
Post, rate, and hide links
Earn Cream Points through community ratings
RESTful API with no page reloads for core functions
Favourites list for positively rated links
Front page sorting (Most Recent, Highest Rated)

Node.js Express TypeScript PostgreSQL HTML CSS JavaScript

Other Projects

Java Contract Management System

A modular Java application that automates contract creation, storage, and status management. Developed using object-oriented programming principles, file handling, and exception management. This project focused on applying Java software design concepts to solve real-world problems in contract management.

Mountain Mystery — 3D Puzzle Game

A 3D adventure puzzle game created using Unity3D and Blender. The game features immersive environments, interactive puzzle-solving elements, and custom-modeled scenes. This project demonstrates skills in game development, 3D modeling, and interactive storytelling.

Trivia Quiz App — Educational Mobile App

A quiz application built with MIT App Inventor for educational outreach. It includes multiple categories, a logic-based flow for questions, and a scoring system. The app was showcased during demo sessions for high school students to promote interest in technology and programming.

Portfolio Website — Personal Branding

A fully responsive portfolio site developed using HTML, CSS, and JavaScript. It showcases live project demos, GitHub contributions, and professional background. The website was designed and built independently to highlight front-end development and design skills.