Riyaz Uddin

Customer-focused IT Systems and Support professional with more than 4.5 years of experience supporting end users, applications and infrastructure across government healthcare, managed services and large multi-site environments. Experienced in Level 1/2 technical support, Windows 10/11, Windows Server, Microsoft 365, Active Directory, endpoint management and enterprise networking. Currently supporting SA Health's statewide Windows 11 and Office 2024 deployment across approximately 50,000 devices, resolving complex endpoint, application, access and connectivity issues.

Previously supported large multi-site environments including OTR and Reddy Express through ETHAN Global, with experience across Microsoft cloud services, server and network infrastructure, monitoring, cybersecurity and business systems. Strong background in incident and problem management, root-cause analysis, technical documentation and continuous improvement, with a practical and customer-focused approach to resolving IT issues.

EUC Deployment Engineer - SA Health – Department for Health and Wellbeing - Adelaide, SA

(2026-07)

• Provide onsite and remote support for complex desktop, application and profile issues across SA Health's statewide Windows 11 and Office 2024 upgrade covering approximately 50,000 devices, including hardware staging, SOE imaging and secure data sanitisation, while maintaining accurate asset and software records in Marval and ServiceNow.
• Investigate and resolve escalated technical issues spanning hardware, application compatibility, driver conflicts, VPN connectivity and peripheral configuration, applying structured root-cause troubleshooting to minimize downtime for clinical and administrative staff.
• Administer user accounts and access in Microsoft Entra ID and Active Directory, including provisioning, group membership, password resets and Multi-Factor Authentication, supporting secure identity and access management across a statewide user base.
• Travel to metropolitan and regional SA Health sites to support device deployment and resolve imaging faults, application compatibility, driver conflicts, VPN connectivity and peripheral failures on the spot to keep rollout schedules on track.
• Maintain endpoint security posture through patch management, vulnerability remediation, BitLocker encryption and Defender compliance, aligned with ASD Essential Eight controls.
• Deliver face-to-face, phone and remote technical support; manage incidents, requests and asset changes through ServiceNow within ITIL-aligned SLAs, maintaining clear service records and time logs.
• Perform problem management and root-cause analysis on complex incidents, documenting issues thoroughly and implementing permanent solutions rather than temporary workarounds.
• Identify recurring deployment and configuration issues and feed findings back to the project team, contributing to refinements in standard operating procedures and helping reduce repeat incidents.
• Validate post-deployment configurations against SOE standards prior to sign-off, supporting consistency, compliance and quality control across a large-scale multi-site environment.
• Working with deployment engineers, network administrators, application owners and projects lead to resolve complex infrastructure incidents and liaise with hardware vendors for warranty replacements and escalated technical support.

Senior ICT Support Engineer & Service Desk – On-Call Lead - ETHAN Global - Adelaide

(2024-12 - 2026-06)

Major clients: Viva Energy Australia (OTR & Reddy Express), Smoke Mart, Hungry Jack's, Subway

• Provided Level 1/2 and escalated ICT support across large multi-site client environments, diagnosing Windows and macOS endpoint, hardware, software, printer/scanner, mobile, POS, network, server and business-application issues while working to agreed service levels.
• Supported OTR/Reddy Express users across Microsoft 365 services including Exchange Online, Teams, SharePoint Online and OneDrive, resolving mailbox, permissions, collaboration, synchronisation, authentication and user-access issues.
• Administered Active Directory and Microsoft Entra ID accounts, including provisioning, password resets, group membership, permissions and MFA, and supported Group Policy-related user and device configuration issues.
• Supported Windows Server and virtualised infrastructure across Nutanix and Hyper-V environments, together with Veeam backup/disaster-recovery operations, investigating service and infrastructure issues and coordinating deeper escalations with senior engineers.
• Monitored server and network health using PRTG Monitoring and investigated infrastructure alerts; supported Barracuda CloudGen Firewall and network access-control environments by isolating endpoint, LAN/WAN, VPN or firewall-related connectivity faults before specialist escalation.
• Troubleshot TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity across distributed sites and supported Cisco, Meraki, Fortinet and Zscaler environments in collaboration with network and security engineers.
• Supported Citrix Virtual Apps and Desktops, VDI and Windows 365 Cloud PC environments, resolving authentication, session, application-launch, connectivity and performance issues affecting enterprise users.
• Enrolled and administered iOS and Android devices through Microsoft Intune MDM, including device enrolment, compliance policies, application deployment and remote actions, while supporting endpoint patching, vulnerability remediation and security controls.
• Supported ERP and Microsoft Dynamics 365 business systems, troubleshooting user access, application, hardware and connectivity issues, while also supporting printers, scanners, mobile devices and POS technologies and coordinating specialist or vendor escalation where required.
• Managed approximately 150-200 incidents and service requests weekly through ServiceNow and JIRA, prioritising competing workloads against SLAs and maintaining detailed troubleshooting, resolution and time records.
• Progressed to On-Call Lead for P1/P2 incidents and after-hours outages, coordinating rostered engineers and technical teams, driving service restoration and maintaining clear communication with stakeholders until resolution.
• Performed root-cause analysis on complex and recurring incidents and used PowerShell to automate routine administrative and reporting tasks, improving documentation and reducing repetitive manual effort.
• Maintained hardware inventories and asset information, supported software licensing and lifecycle activities, coordinated vendor/warranty cases, quotations and purchase orders, and assisted with equipment replacement and infrastructure upgrades.
• Participated in OTR/Reddy Express technology rollouts, new-store openings, infrastructure audits, migrations, testing and commissioning, including the rollout of approximately 650 store tablets; liaised with client IT management on service performance, recurring issues and continuous-improvement opportunities.

IT Support Assistant - 24/7 Tech Solutions Pty Ltd - Australia

(2023-11 - 2024-12)

• Provided onsite ICT infrastructure support for Wi-Fi, LAN, VoIP and analogue telephony, multifunction printers and end-user computing services, resolving incidents and requests within agr