Available · Gisborne, New Zealand

Rushan Dias

Digital Support Engineer with enterprise expertise in zero-touch provisioning, Intune & Entra ID.

Proven experience supporting healthcare and education sectors with Microsoft Intune, Microsoft Entra ID, and SLA-driven support — bridging automated systems and high-touch stakeholder management.

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Rushan Dias

Who I Am

Digital Support Engineer bridging
automated systems and high-touch support.

I'm a Digital Support Engineer based in Gisborne, New Zealand, with enterprise experience supporting healthcare and education sectors. My expertise centres on zero-touch provisioning with Microsoft Intune and Apple Business Manager, identity management via Microsoft Entra ID, and SLA-driven incident resolution through ServiceNow.

My day-to-day spans deploying and managing mixed-OS device fleets, enforcing Role-Based Access Control and conditional access policies across Microsoft 365 and Google Workspace, and optimising network reliability at distributed client sites. I follow a clear support flow — Diagnose, Remote Fix, Escalate, Document, Prevent — that keeps tickets moving and turns one-off fixes into long-term improvements.

I hold a New Zealand Resident Visa and a full NZ Driver's License, and I'm committed to delivering reliable, professional IT support that bridges the gap between automated systems and high-touch stakeholder management.

99.9% System Uptime
95% First-Call Resolution
AZ-900 Azure Certified
NZ Resident Visa

What I Do

Core Skills

Technical proficiencies built across healthcare, education, and business environments — aligned to the enterprise tools NZ workplaces run.

Cloud & Identity
Microsoft 365, Microsoft Entra ID (Azure AD), Google Workspace, RBAC, MFA — provisioning, conditional access, and secure identity management.
Endpoint Management
Microsoft Intune, Apple Business Manager, and zero-touch provisioning — deploying and managing mixed-OS device fleets at scale.
Infrastructure & Networking
Active Directory, DNS/DHCP, VLANs, VPNs — supporting Windows 11, macOS, and Chrome OS across complex network environments.
ITSM & Frameworks
ServiceNow, ITIL processes, SLA adherence, and PowerShell scripting for basic automation — keeping incident resolution fast and documented.

Field Notes

Real Support Cases

A snapshot of issues solved on the job — what was happening, what was done, and the impact for the people on the other end of the ticket.

Microsoft 365

Teacher locked out of Outlook before morning class

  • Confirmed MFA failure and stale token via Microsoft 365 Admin Center
  • Reset password, revoked sessions, and re-registered the authenticator app
  • Verified mailbox sync on laptop and mobile before class started
Resolved in under 10 minutes — class started on time.
Networking

Whole school Wi-Fi dropping in afternoon classes

  • Traced the issue to an overloaded Cisco access point in a high-density classroom
  • Adjusted channel plan and added a second WAP to balance load
  • Logged baseline metrics and documented the new layout for the IT Coordinator
Cut afternoon Wi-Fi tickets to near zero across the term.
Intune · macOS

New MacBook fleet not enrolling in Intune

  • Identified missing ABM token and configuration profile mismatch
  • Re-issued the token, rebuilt the enrolment profile, and validated on a test device
  • Rolled out enrolment in batches with a clear runbook for the team
40+ MacBooks deployed to staff on schedule.
Hardware

Recurring HP laptop failures across a department

  • Identified a common faulty SSD model from warranty data and event logs
  • Coordinated bulk RMA with HP and tracked replacement parts to closure
  • Imaged and redeployed each laptop with user data restored from OneDrive
Restored 12 staff to working laptops with zero data loss.
Active Directory

Mass account lockouts after policy change

  • Pinpointed a stale credential cached on a shared service account
  • Used PowerShell to identify affected accounts and unlock in bulk
  • Documented the root cause for the next quarterly policy review
Restored access for an entire team within 30 minutes.
Healthcare · Compliance

Clinical workstation flagged for unpatched software

  • Reviewed the device against compliance policy and patch baseline
  • Applied required updates outside clinical hours to avoid disruption
  • Logged the change in the ticketing system with full audit trail
Compliance restored without impacting patient care.

How I Work

Support Flow

A repeatable process that keeps tickets moving and turns one-off fixes into long-term improvements.

STEP 01
Diagnose
Listen to the user, reproduce the issue, and pinpoint the real root cause — not just the symptom.
STEP 02
Remote Fix
Resolve the majority of issues remotely using AnyDesk, TeamViewer, and admin tooling — fast and low-impact.
STEP 03
Escalate
If a fix needs vendor support or higher-level access, escalate cleanly with all the context already attached.
STEP 04
Document
Capture the fix in the ticket and knowledge base so the next person — me or someone else — solves it faster.
STEP 05
Prevent
Spot patterns, suggest small process or config changes, and stop the same ticket coming back next week.

Daily Stack

Tools I Use Daily

The platforms, hardware, and ticketing tools that show up in my day-to-day work.

Daily Tools
Software, admin consoles & ticketing
Microsoft 365 Microsoft Entra ID Microsoft Intune Apple Business Manager ServiceNow Google Workspace Active Directory PowerShell
Infrastructure & Hardware
Devices, networking & infrastructure
Windows 11 macOS Chrome OS DNS / DHCP VLANs & VPNs Zero-Touch Provisioning RBAC & MFA ITIL Processes

Career History

Work Experience

Enterprise IT support across healthcare, education, and regional infrastructure — in New Zealand.

IT Support Engineer (Contract)
Gisborne Hospital — New Zealand
Mar 2026 – Present Gisborne, NZ
  • Orchestrated frontline IT support operations for a critical healthcare facility, maintaining 99.9% system uptime across complex clinical and administrative networks.
  • Resolved an average of 40+ complex technical incidents weekly via ServiceNow, consistently exceeding strict healthcare SLAs with a 95% first-call resolution rate.
  • Mitigated workflow disruptions for medical staff by deploying proactive diagnostic methodologies and ensuring strict data privacy compliance across endpoints.
Level 1/2 IT Support Technician
Fusion Networks — New Zealand
Mar 2025 – Feb 2026 Gisborne, NZ
  • Deployed and maintained a fleet of 200+ mixed-OS devices (macOS, Windows 11, Chrome OS) utilising Microsoft Intune and Apple Business Manager to achieve seamless zero-touch provisioning.
  • Provisioned and managed 500+ Google Workspace and Microsoft 365 accounts, strictly enforcing Role-Based Access Control (RBAC) and conditional access policies.
  • Optimised network reliability by load-balancing access points, eliminating wireless drops across distributed client sites.
IT Field Technician
DTSL — New Zealand
2024 – 2025 Tairāwhiti Region, NZ
  • Executed highly autonomous on-site hardware deployments and infrastructure break-fix support across diverse regional client sites.
  • Utilised automated PowerShell scripts to resolve bulk Active Directory account lockouts and streamline user creation workflows, reducing onboarding administrative time by over 40%.

Credentials

Certifications

Microsoft AZ-900
Microsoft · Azure Fundamentals
ITIL 4 Foundation
In Progress
Microsoft MD-102
Microsoft 365 Endpoint Administrator · In Progress
Diploma in Professional Cookery
Level 5 · New Zealand — crisis management, rapid prioritisation & stakeholder de-escalation skills applied to IT service delivery.

Get In Touch

Let's keep things running.

Open to IT support and service desk roles across New Zealand. Reach out — happy to chat about how I can help your team.

Email
rushandias92@gmail.com
Phone
022 057 8046
Location
Gisborne, New Zealand
Resume
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