Adeel Ahmad
Level 1 IT Support focused professional with a Bachelor of Software Engineering and Australian customer facing technical support experience. Hands on with Windows 10 and 11, Active Directory, Microsoft 365, Microsoft Entra ID, Microsoft Intune, ServiceNow and networking fundamentals.
Service Desk | Level 1 IT Support
Melbourne, Victoria
Bachelor of Software Engineering
Permanent Resident | Unrestricted
What I Work With
My portfolio focuses on practical Level 1 support work. I document the reported problem, gather evidence, make controlled changes, verify the result and record useful support notes.
Windows Support
Windows 10 and Windows 11, Device Manager, Windows Update, user settings, printers, browsers, Microsoft 365 applications and everyday endpoint troubleshooting.
Active Directory
User accounts, organisational units, security groups, password administration, account status, group membership, shared folder access and PowerShell verification.
Microsoft 365 and Entra
User administration, licensing, shared mailboxes, groups, mailbox permissions, blocked sign in, authentication methods, administrator roles and sign in log investigation.
Microsoft Intune
Windows enrollment, device inventory, primary user verification, device sync, compliance policy assignment, compliance verification and endpoint documentation.
ServiceNow
Incident logging, impact and urgency assessment, priority, work notes, resolution notes, technical escalation, assignment groups and knowledge documentation.
Networking Fundamentals
TCP IP, DHCP, DNS, default gateway testing, ping, nslookup, IP configuration and structured connectivity troubleshooting.
Featured Service Desk Case
This case combines Microsoft 365 troubleshooting with the ServiceNow ticket lifecycle used by a Level 1 technician.
ServiceNow | Microsoft 365
Incident Resolution and Technical Escalation
I created a ServiceNow incident for a Microsoft 365 sign in problem, documented Microsoft Entra authentication evidence, recorded meaningful work notes and completed the incident with resolution information.
I then worked through a separate hardware scenario where Level 1 troubleshooting did not resolve the fault. The incident was assigned to the Hardware support group with the investigation already documented.
I also created a reusable Microsoft 365 account access knowledge article inside ServiceNow.
ServiceNow
Incident Management
Work Notes
Microsoft Entra
Escalation
Knowledge Article
ServiceNow Incident
INC0010002
User
Sophie Bennett
Issue
Microsoft 365 sign in failure
Entra evidence
Error 50126
State
Resolved
Resolution
Solution provided
Log → Investigate → Document → Verify → Resolve
Practical Lab Evidence
I use a fictional company environment called Yarra River Services to practise common support tasks and produce screenshots showing what I actually configured, tested and verified.
Active Directory
Built a Windows Server Active Directory environment with location based organisational units, users and security groups.
Managed group membership, verified users with PowerShell, configured Finance share access and practised account administration.
Microsoft 365
Created cloud users, worked with Microsoft 365 licensing and configured collaboration groups.
Created a Melbourne Support shared mailbox, assigned Read and Manage plus Send As permissions and verified access through Outlook.
Microsoft Entra ID
Reviewed identities, account status, authentication methods, administrator roles and sign in activity.
Generated a controlled authentication failure and investigated error code 50126 through Microsoft Entra sign in logs.
Microsoft Intune
Enrolled a Windows 11 endpoint, confirmed Intune management, reviewed inventory information and assigned a compliance policy.
Synced the endpoint and verified that the assigned policy returned a compliant result.
ServiceNow
Created realistic Level 1 incidents in a ServiceNow Personal Developer Instance.
Practised incident resolution, work notes, impact and urgency, technical escalation, assignment groups and reusable knowledge documentation.
Access and Permissions
Practised group based access in Active Directory and delegated access in Microsoft 365.
Verified permissions from both the administrative side and the end user side rather than assuming a saved change worked.
Device Lifecycle
Created an asset register covering device assignment, location, operational status and warranty information.
Built a deployment and handover checklist covering Windows checks, Microsoft 365 access, Intune enrollment, sync and compliance.
Knowledge Documentation
Created a reusable Level 1 Microsoft 365 account access troubleshooting article in ServiceNow.
Documented identity verification, account checks, authentication methods, sign in logs, safe fixes, verification and escalation criteria.
How I Troubleshoot
I follow a repeatable process so another technician can understand what I checked, what I found, what I changed and how I confirmed the outcome.
1. Understand
Confirm the user, reported issue, scope, business impact and expected outcome before making changes.
2. Gather Evidence
Check account state, logs, permissions, device information and connectivity before deciding what should change.
3. Isolate the Cause
Work through the most likely layers logically instead of changing several settings at the same time.
4. Make a Safe Change
Apply the smallest appropriate fix and keep administrative changes scoped to the affected user, device or lab group.
5. Verify the Result
Test access, review logs, sync the endpoint or confirm the final administrative state before considering the issue complete.
6. Document or Escalate
Record useful findings and the final outcome. When the issue moves beyond Level 1 scope, provide the next technician with evidence rather than restarting the investigation.
Windows and Networking Case
Not every support issue is an administrative task. I also practise troubleshooting from the endpoint outward.
Windows | Networking
Wi Fi Connected but Websites Would Not Load
I reviewed the endpoint IP configuration, tested communication with the default gateway, confirmed external IP connectivity, checked DNS resolution and then verified browser access.
The exercise focused on isolating the failing layer rather than immediately changing network settings.
Windows 11
DHCP
TCP IP
Ping
DNS
nslookup
C:\Users\support> ping 192.168.0.1
Reply from 192.168.0.1
Reply from 192.168.0.1
Reply from 192.168.0.1
Reply from 192.168.0.1
Packets Sent = 4
Received = 4
Lost = 0
Gateway → Internet → DNS → Browser
Microsoft Intune Case
I also practised the basic endpoint lifecycle expected in a Microsoft managed environment.
Microsoft Intune | Windows 11
Device Enrollment and Compliance
I enrolled a Windows 11 virtual endpoint into Microsoft Intune and confirmed that the device was managed by the Yarra River Services tenant.
I reviewed the device inventory and primary user, created a Windows compliance policy, assigned it to the lab group, synced the endpoint and verified the final policy result.
Microsoft Intune
Windows 11
Enrollment
Device Sync
Compliance
Asset Management
Microsoft Intune
Device
XADEELAHMAD
Managed by
Intune
Primary user
Liam Carter
Compliance
Compliant
Enroll → Sync → Evaluate → Verify
Support Experience
My lab work sits alongside Australian customer facing technical support experience.
Retail Sales Consultant | Telstra
Supported customers with device setup, account access, passwords, email, service activation and connectivity.
Diagnosed common problems, completed customer account and service actions, escalated more complex cases and documented customer activity in Salesforce.
What My Portfolio Shows
I did not want a resume that simply lists technology names. The portfolio provides evidence behind the skills I am applying with.
Administration
Users, groups, licenses, permissions, shared mailboxes, endpoint enrollment, compliance policies and account administration.
Troubleshooting
Authentication failures, password problems, account access, permissions, networking, printers and common Windows support scenarios.
Ticket Management
Incident intake, impact, urgency, priority, work notes, resolution notes, assignment groups and technical escalation in ServiceNow.
Verification
PowerShell checks, Outlook access testing, Microsoft Entra logs, Windows device sync and policy specific compliance results.
Documentation
Case studies, screenshots, ServiceNow knowledge articles, asset registers, deployment checklists and handover documentation.
Escalation
Recognising when reasonable Level 1 troubleshooting is complete and transferring the issue with evidence that helps the next support team continue.
Looking for a Level 1 support technician in Melbourne?
My portfolio shows how I approach user issues, gather technical evidence, work with Microsoft support tools, document ServiceNow tickets, make controlled changes and verify the outcome.
I am open to Service Desk, IT Support and Level 1 Support opportunities in Melbourne.