Basil Baby
Massey,New Zealand
Summary
Accomplished IT and Digital Operations professional with over 6 years of experience in managing and securing enterprise IT environments. Proven expertise in Information Security, Data Protection, and Privacy Act 2020 compliance, with a strong track record of safeguarding sensitive data and aligning with governance frameworks. Proficient in Microsoft 365, Azure AD, Microsoft Defender, Endpoint Manager, and Sentinel, complemented by ITIL-based incident, problem, and change management expertise. Skilled in implementing cybersecurity best practices, threat detection, and compliance strategies across endpoints, cloud platforms, and collaboration tools. Adept at optimizing operations, automating workflows with PowerShell and Logic Apps, and mentoring teams to enhance efficiency. Certified in AZ-900, SC-200, and CSPO, combining deep technical knowledge with agile product ownership to deliver secure, reliable, and high-value IT solutions.
Overview
7
7
years of professional experience
Work History
Digital Operations Engineer
The Real Estate Institute of New Zealand
Auckland, New Zealand
05.2023 - Current
- Lead and manage digital operations, focusing on Microsoft 365, Azure AD, Microsoft Defender, and Endpoint Manager for secure and efficient workflows.
- Implement ITIL-based incident, problem, and change management processes to maintain high service reliability.
- Monitor, analyze, and remediate security threats across endpoints, email, and cloud services using Microsoft Defender, Microsoft Purview, and Sentinel.
- Administer and secure SharePoint, Teams, Exchange Online, and OneDrive, ensuring compliance with organizational policies.
- Automate operational tasks, alerts, and remediation processes using PowerShell, Logic Apps, and Microsoft Intune.
- Collaborate with cross-functional teams to deploy security updates, new systems, and access policies while minimizing downtime.
- Mentor junior IT staff on Microsoft security tools, best practices, and operational procedures.
- Maintain comprehensive documentation, dashboards, and reports for security posture, compliance, and operational performance.
- Liaise with vendors and service providers for Microsoft security solutions, updates, and escalations.
- Drive continuous improvement initiatives to enhance cybersecurity posture, productivity, and digital operations efficiency.
- Knowledge of the Privacy Act 2020
IT Support Engineer
Elive Limited
Auckland, New Zealand
07.2021 - 04.2023
- Lead advanced onsite and remote IT support for desktops, laptops, servers, and network devices.
- Troubleshoot complex issues across Windows, macOS, Linux, and virtual environments (VMware, Hyper-V).
- Manage and support networking infrastructure including LAN/WAN, VPNs, firewalls (Cisco, Fortinet), switches, and Wi-Fi access points.
- Administer Microsoft 365, Active Directory, Azure AD, Exchange Online, and cloud services.
- Implement IT service management practices based on ITIL framework for incident, problem, and change management.
- Maintain IT security using tools such as Microsoft Defender, Endpoint Manager, antivirus solutions, and backup systems.
- Mentor and guide junior IT staff, providing technical expertise and knowledge transfer.
- Oversee IT projects, including hardware/software rollouts, migrations, and system upgrades.
- Monitor system performance, troubleshoot servers, storage, and virtual environments.
- Liaise with vendors and service providers for procurement, escalations, and support.
- Maintain detailed documentation, asset inventory, incident logs, and IT processes to ensure compliance and efficiency.
Onsite ICT Support Engineer
EIL
Auckland, New Zealand
11.2020 - 07.2021
- Provide onsite hardware and software support for desktops, laptops, printers, and peripherals.
- Troubleshoot and resolve network issues, including LAN, Wi-Fi, VPN, and firewall connectivity.
- Assist employees with IT-related problems, password resets, and software installations.
- Perform regular system updates, patching, and maintenance of endpoints and servers.
- Monitor and maintain IT security tools, antivirus, and backup solutions.
- Respond to and manage support tickets, escalating complex issues when necessary.
- Support IT projects, including hardware/software rollouts, migrations, and office moves.
- Maintain accurate IT documentation, inventory records, and troubleshooting guides.
- Ensure compliance with company IT policies and cybersecurity standards.
Service Desk Technician
Strata Networks
Auckland, New Zealand
01.2020 - 10.2020
- Managing Cisco Unified CM and softphones for users.
- Serve as the first contact with customers who need technical assistance via the phone or email.
- Familiar in VMware Workstation Pro and Microsoft server operating system.
- Familiar with IT service management practices.
- Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware and problem troubleshooting.
- Demonstrated excellent teamwork, collaboration and leadership skills took initiative in day-to-day tasks and provided recommendations to improve the overall performance and delivery of team objectives.
- Provided assistance to customers, demonstrated in-depth product knowledge and analysed the customer's needs to offer the best level of service.
- Ensuring all faults are progressed & cleared within SLA - escalating to other internal and external teams as appropriate.
- Updating knowledge bases with details of common problems which customers can view online.
- Using automated diagnostic programs to solve network problems.
- Administering and managing Active Directory (AD).
- Experience in Cisco Meraki and networking protocols.
- Incident management, remote and onsite support.
- Installation and support Windows OS, MS Office and other applications.
Service desk Intern
The Refugee Orientation Centre
Hamilton, New Zealand
08.2019 - 09.2019
- Installed, maintained, and monitored the operation of PCs/Laptops/Servers in support of the business following documented processes.
- Provide diagnostic and corrective installation for desk-top, laptop, and network connectivity issues.
- Support for Android, Mac, Windows and i0S operating systems.
- Available for technical support to all end-users on-site or remote campuses with satisfactory results.
- Worked with Senior IT staff on projects and troubleshooting issues.
Database Assistant
Pak n' Save
Hamilton, New Zealand
06.2018 - 07.2019
- Created weekly reports for prospect research and worked on several data entry clean-up projects.
- Provided excellent customer service by phone and email.
- Support the data management unit in maintaining organizational data efficiently.
- Demonstrated excellent teamwork, collaboration and leadership skills took initiative in day-to-day tasks and provided recommendations to improve the overall performance and delivery of team objectives.
- Provided assistance to customers, demonstrated in-depth product knowledge and analysed the customer's needs to offer the best level of service.
Education
Postgraduate diploma - Applied Informatics
Waikato Institute of Technology
Hamilton, Waikato12.2018
Bachelors of Technology - Bioinformatics
Karunya University
Coimbatore, India12.2015
Skills
- Information Security & Data Protection (Privacy Act 2020, DLP, Microsoft Purview)
- Cybersecurity Operations (Microsoft Defender, Sentinel , Endpoint Manager)
- Threat Detection, Incident Response & Vulnerability Management
- Zero Trust Security, Identity & Access Management (Azure AD / Entra ID)
- IT Service Management (ITIL – Incident, Problem & Change Management)
- Technical Support (Microsoft 365, Windows Server, Networking, VPNs, Firewalls)
- Automation & Scripting (PowerShell, Logic Apps, Microsoft Automate)
- Service Management Tools (ServiceNow, ticketing & escalation processes)
- Documentation, Reporting & Compliance Dashboards
- Stakeholder Engagement & Advisory – bridging technical and business needs
Accomplishments
- Certified Scrum Product Owner, 2025
- Microsoft Security Operation Analyst, 2025
- Microsoft Azure Fundamentals (AZ-900), 2021
- Certified Microsoft Technology Associate, 2020
Languages
English
Native/ Bilingual
Timeline
Digital Operations Engineer
The Real Estate Institute of New Zealand
05.2023 - Current
IT Support Engineer
Elive Limited
07.2021 - 04.2023
Onsite ICT Support Engineer
EIL
11.2020 - 07.2021
Service Desk Technician
Strata Networks
01.2020 - 10.2020
Service desk Intern
The Refugee Orientation Centre
08.2019 - 09.2019
Database Assistant
Pak n' Save
06.2018 - 07.2019
Postgraduate diploma - Applied Informatics
Waikato Institute of Technology
Bachelors of Technology - Bioinformatics
Karunya University
Similar Profiles
Divya KoulDivya Koul
Customer Support at Real Estate and Mortgage Institute of CanadaCustomer Support at Real Estate and Mortgage Institute of Canada
Emma EvansEmma Evans
Finance Assistant/Office Coordinator at Real Estate Institute Of Western AustrliaFinance Assistant/Office Coordinator at Real Estate Institute Of Western Austrlia
Bright GyasiBright Gyasi
Real Estate/Mortgage Instructor at Hondros/Colibri College Freedom Real Estate InstituteReal Estate/Mortgage Instructor at Hondros/Colibri College Freedom Real Estate Institute
Shiwangni MalaShiwangni Mala
Albany at Gilrose FinanceAlbany at Gilrose Finance
Mohammed SattarMohammed Sattar
IT Project Manager at Heath New Zealand, Te Whatu OraIT Project Manager at Heath New Zealand, Te Whatu Ora