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Role-Specific Resume

Nicholas Francis O'Brien | IT Support

Enterprise IT support and service desk delivery | IT Service Desk Analyst | Wellington, New Zealand

Enterprise IT support and service desk delivery

Professional Summary

IT Service Desk Analyst at NTT DATA with over three and a half years’ enterprise support experience across incidents, service requests, Microsoft administration, identity/access, endpoint, application, and network issues.

Dedicated BAU support analyst for a major New Zealand transport-sector client, contributing to 90%+ first-contact resolution through structured troubleshooting, documentation, resolution ownership, and escalation judgment.

Key Terms and Skills

  • Service operations: ServiceNow, Jira Service Management; ITSM, incident/request ownership, escalation, SLA handling
  • Microsoft administration: Microsoft 365 admin center, Intune, Entra ID, Exchange; identity, licensing, compliance, endpoint, app, messaging support
  • Directory/access: Active Directory; account lifecycle, local/admin/privileged/service/shared/external access, security groups
  • Endpoint/hardware/network support: Windows troubleshooting, vendor apps, packaged installs, deployments, network troubleshooting, DNS/connectivity diagnosis
  • Technical tooling: remote/admin tools, knowledge bases, scripted fixes, PowerShell tooling, AI-assisted troubleshooting/scripting

Selected Experience

Service Desk Foundation | November 2022 – late 2023

  • Supported users in a 5,000+ user enterprise environment across shared-service support operations.
  • Owned incidents and service requests from diagnosis through resolution, documentation, or evidence-based escalation.
  • Resolved user, endpoint, application, access, and network issues across remote enterprise support workflows.

Dedicated BAU Support — Major NZ Transport Client | 2023 – Present

  • Progressed into dedicated BAU support for a major transport-sector client.
  • Worked in a team sustaining 90%+ first-contact resolution.
  • Managed identity, access, and account lifecycle work across Active Directory and Microsoft administration surfaces.
  • Analysed endpoint performance and device health issues as part of day-to-day support.
  • SME for privileged access requests across admin, local admin, shared, and external account types.
  • Managed a printer queue serviced by a major external vendor.
  • Supported printer vendor transition and resolved printer configuration issues beyond normal front-line scope.
  • Improved traceability and reduced repeat work through bulk updates, filtering, and cross-ticket linkage.

Selected Evidence

  • Built an AI-assisted PowerShell remediation script for a major vendor application endpoint issue.
  • Tested versions on a dedicated device before production use.
  • Script passed validation and entered production for individual endpoint failures.
  • Recognised internally for initiative, documentation, manager endorsement, and cross-team circulation.
  • Used results to identify package-level deployment issues requiring further reconstruction.

Qualifications

  • AWS Certified Cloud Practitioner | AWS Foundations of Cloud Computing — Unitec / Te Pūkenga
  • BA History and Political Science — Griffith University | NTT internal certifications, including AI training
  • NTT internal training via Skillsoft Percipio, including Azure AI, AI development, Microsoft Azure Fundamentals preparation, service management, security awareness, and enterprise IT support coursework

Contact and Public Profile