Anu Goud · IT Support & Service Desk Professional

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$ Availability_status IT Support and Service Desk roles in Sydney with full working rights IT Support and Service Desk roles in Sydney with full working rights

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My Support Process

Here's how I approach IT support—breaking down problems methodically to get people back to work quickly. Here's how I approach IT support, breaking down problems methodically to get people back to work quickly.

End-User Systems

When someone's computer acts up, I dig into Windows settings, clear up profile issues, and make sure their system runs smoothly again.

Identity & Access

Getting people into the right systems matters.I handle account setups, password resets, and permissions so work isn't held up.

Getting people into the right systems matters. I handle account setups, password resets, and permissions so work isn't held up.

Collaboration Tools

Teams and SharePoint issues can stall projects.I fix access problems and group settings so everyone can collaborate properly.

Teams and SharePoint issues can stall projects. I fix access problems and group settings so everyone can collaborate properly.

Connectivity

When VPNs drop or Wi-Fi goes wrong , I troubleshoot the connection so people can log in and get back to what they need to do.

When VPNs drop or Wi-Fi goes wrong, I troubleshoot the connection so people can log in and get back to what they need to do.

Support Documentation

I keep clear notes on fixes so next time we see the same issue, we can resolve it faster and help others learn from it too.

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Real Support Scenarios

SharePoint Access Issue

Access Management · 45-minute resolution

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Situation

A Team couldn't access their SharePoint site after a company restructure. They had deadlines Coming.

A team couldn't access their SharePoint site after a company restructure. Deadlines were close.

What I Did

Checked group memberships, found the broken links, fixed permissions in Azure AD, and tested access step by step.

Checked group memberships, fixed permissions, and tested access step by step.

Outcome

Everyone got access back within the hour. I wrote up the fix so next time it happens, we can resolve it even faster.

Access was restored quickly. I documented the fix so it could be repeated.

New Starter Setup

Onboarding · Complete setup

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Situation

A new hire needed everything set up for their first day—account, software, access to all the right tools.

A new hire needed account, software, and access ready for day one.

What I Did

Created their Microsoft 365 account, set up MFA, added them to distribution lists, and configured their access to Teams and SharePoint.

Created Microsoft 365 account, set MFA, assigned groups, validated Teams/SharePoint access.

Outcome

They logged in on day one with everything working. No delays, no missing permissions—just straight to work.

They started with everything working. No delays, no missing permissions.

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IT Support Lab Project

IT Support & Service Desk Simulation – Microsoft 365 & Windows Environment

I built a practical IT support lab at home to work through real service desk scenarios. In this setup, I managed Microsoft 365 user accounts, sorted out access permissions, handled password resets, and fixed SharePoint site access issues. I also worked through Windows login problems and performance slowdowns—documenting each fix step by step, just like I would on a real help desk.

This project gave me hands-on experience with identity management, collaboration platform troubleshooting, and writing clear documentation that someone else could follow if they needed to pick up where I left off.

I built a practical IT support lab at home to work through real service desk scenarios. In this setup, I managed Microsoft 365 user accounts, permissions, password resets, SharePoint access issues, and Windows login and performance problems. I documented each fix step by step, like a real help desk workflow.

This project gave me hands-on practice with identity and access, collaboration troubleshooting, and writing clear escalation-ready notes.

View the full project on GitHub @@ -1166,172 +956,166 @@

Recent Tickets Handled

Password Expired

User couldn't log in—password had expired overnight
Reset password via Microsoft 365 admin center
Confirmed they could log in with the new credentials
User couldn't log in. Password had expired.
Reset password via Microsoft 365 admin center.
Confirmed login and access restored.

SharePoint Access Denied

Access Issue

User reported "Access Denied" to a critical SharePoint site
Verified their group membership and permissions
Added them to the correct security group for that site
User received Access Denied to a SharePoint site.
Verified group membership and permissions.
Added user to the correct security group.

New User Setup

Onboarding

Created Microsoft 365 account for a new starter
Assigned the correct Microsoft 365 E3 license
Set up MFA and added them to required distribution lists
Created Microsoft 365 account for a new starter.
Assigned license and configured required access.
Validated Teams and email access.

Wrong Group Assignment

Permission Issue

User was still in old department groups after transferring
Reviewed their current group memberships thoroughly
Updated groups based on the HR transfer request
User remained in old department groups after transfer.
Audited memberships and removed incorrect groups.
Added correct groups and confirmed access.

MFA Setup Problem

Security Issue

User couldn't set up MFA during their first login
Reset their MFA registration in the admin portal
Talked them through the setup process step by step
User couldn't complete MFA registration on first login.
Reset MFA registration in admin portal.
Guided user through successful setup.

Slow Windows Performance

Performance Issue

User complained their computer was running very slowly
Checked startup programs and unnecessary services
Optimized startup items and cleared temporary files
User reported very slow startup and lag.
Checked startup items and background services.
Optimized startup and cleared temp files.

Credentials & Education

Microsoft 365 Fundamentals

MS-900 · 2025–2026

This certification shows I understand how Microsoft 365 works under the hood—not just clicking buttons, but knowing why things work the way they do. It helps me explain cloud services to users in plain language and troubleshoot issues more effectively.

Understanding of Microsoft 365 services, identity concepts, licensing, and core admin workflows that map directly to service desk support.

Google IT Support Professional

Coursera · 2025

This course taught me a methodical way to approach IT problems—start with the basics, work through possibilities, document what works. I use this structured thinking every time I tackle a ticket, which means fewer overlooked details and clearer solutions.

Structured troubleshooting approach. Clear isolation, hypothesis testing, and documentation that improves handovers and resolution quality.

Bachelor of Information Technology

Conferred March 2025

My degree gave me the foundation to see how different systems connect—not just fixing one problem, but understanding how it fits into the bigger picture. That perspective helps me suggest longer-term solutions that prevent issues from coming back.

Foundation across networking, systems, and service operations. Helps connect user issues to underlying systems and reduce repeat incidents.

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Available for IT Support & Service Desk roles — Sydney

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