Portfolio
Lachlan Schwuch
IT Support Technician and Developer
I am an IT professional focused on delivering reliable technical support, improving internal systems, and building practical tools with Python and SQL to solve real business problems.
About me
Support-first, systems-minded
I bridge the gap between people who need help and the technology that keeps organisations running.
About Lachlan Schwuch
I care about calm, well-run service desks: tickets that are understood quickly, fixes that stick, and customers who know what to expect. That means listening first, reproducing issues methodically, and leaving the next person a clear trail.
Alongside day-to-day support, I enjoy small engineering projects—Python scripts, SQL queries, and tidy internal tools—that remove friction for colleagues. I am happiest when something I ship saves minutes every week for a whole team.
I collaborate closely with infrastructure and security, respect change processes, and treat documentation as part of the deliverable. I am always looking for ways to measure improvement without drowning people in metrics.
Focus
Reliable support & practical automation
Stack comfort
Python, SQL,
Working style
Structured, calm under load, detail-oriented
Technical skills
Grouped by how I apply them
A snapshot of the areas I work in most often—always evolving with the next project.
Technical skills
IT support & service delivery
End-user support, incident triage, and clear communication across teams.
- Windows & macOS desktop support
- Microsoft 365 & Entra ID administration
- Ticketing (ServiceNow / Jira-style workflows)
- Remote troubleshooting & documentation
- Hardware imaging, deployment & asset tracking
Systems, networks & infrastructure
Day-to-day operations, monitoring basics, and working with infrastructure teams.
- Active Directory & group policy awareness
- VPN, Wi‑Fi, and connectivity diagnostics
- Backup verification & restore drills
- Patch coordination & change windows
- Vendor coordination for escalations
Development & automation
Practical scripting and small tools that reduce manual work for support and ops.
- Python scripting & CLI utilities
- REST API consumption & lightweight integrations
- Scheduled jobs & workflow automation
- Git fundamentals & code review habits
- Internal dashboards and admin helpers
Data, SQL & reporting
Turning operational data into reports stakeholders can trust.
- SQL queries, joins & aggregations
- PostgreSQL / SQL Server familiarity
- Data validation & reconciliation
- Spreadsheet automation where appropriate
- Clear handover notes for analytics teams
Projects
Internal tools & automation
Representative work focused on support operations, data, and reliability—names and metrics are illustrative.
Projects
Ticket analytics & SLA snapshot
A Python + SQL pipeline that pulls open and resolved tickets into a daily summary for team leads, highlighting breaches before they escalate.
- Normalised messy ticket exports into a consistent schema
- Added configurable thresholds per queue and priority
- Packaged as a scheduled job with structured logs
Onboarding checklist portal
A lightweight internal web form backed by a simple data store so HR and IT share one checklist for new starters—fewer missed steps, clearer ownership.
- Role-based views for HR, IT, and managers
- Email-ready summary for the employee’s first day
- Audit trail of who completed each task
AD group membership auditor
Scripts to compare group memberships against an approved roster, flagging unexpected additions—useful after reorganisations or contractor changes.
- Diff output with human-readable reasons
- Safe dry-run mode before any remediation
- Documented runbook for service desk handover
Knowledge base gap finder
Mined recurring ticket tags to suggest new KB articles, prioritised by volume and mean time to resolve.
- Clustered similar incident titles for review
- Exported a ranked backlog for content owners
- Reduced duplicate tickets on top three topics (pilot)
Work experience
Roles that shaped how I work
A concise timeline—company names are placeholders you can swap for real employers in the data file.
Work experience
IT Support Analyst
Northbridge Digital Pty Ltd
2023 — Present
Hybrid — Australia
First-line and second-line support for a mid-sized organisation, partnering with infrastructure and security on changes while keeping users productive.
- Own incidents and service requests end-to-end across Windows, macOS, and Microsoft 365
- Build Python utilities for repetitive admin tasks (exports, reconciliations, health checks)
- Author and maintain runbooks; coach junior analysts on troubleshooting patterns
- Participate in CAB prep, testing windows, and post-change verification
Service Desk Technician
Harbour City Services
2021 — 2023
On-site — Australia
High-volume service desk environment with a focus on clear communication and consistent documentation.
- Met SLA targets for phone and chat channels while logging to ITIL-aligned workflows
- Imaged and deployed laptops; tracked assets and warranty returns
- Created quick-reference guides that reduced repeat contacts on common issues
- Escalated network and application faults with structured reproduction steps
Junior IT Assistant (contract)
Meridian Health Co-operative
2020 — 2021
On-site — Australia
Supported clinical and corporate staff with access, peripherals, and room AV in a regulated environment.
- Reset passwords, provisioned badges, and coordinated vendor visits
- Assisted with workstation refreshes and printer fleet changes
- Followed strict privacy and acceptable-use policies at all times
Contact
Let’s connect
Open to conversations about support leadership, automation, and internal tooling roles.
Contact Lachlan Schwuch
The fastest way to reach me is email. If you prefer professional networks, use LinkedIn—I check messages regularly during business hours (Australia).
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