Amarnath Reddy Samala
Melbourne
Summary
Motivated IT support professional skilled in diagnosing and resolving common software and hardware issues. Committed to providing responsive and user-focused technical assistance. Strong collaborator with a reliable work ethic, eager to grow in dynamic IT environments
Overview
4
4
years of professional experience
Work History
IT Support Officer
Karl Global Solutions PVT LTD
Melbourne, VIC
03.2024 - 02.2025
- Exceptional customer service skills with experience in supporting users on-site.
- Experience in supporting Mobile device management and hardware within an enterprise environment
- Streamlined IT processes for increased efficiency and reduced downtime.
- Basic troubleshooting (password resets, printer issues, software installs).
- Experience in supporting or administering applications such as Okta, Jira, Office 365, Azure AD, Intune, System Center Configuration Manager(SCCM).
- Experience in onboarding & offboarding employees, including access provisioning & de-provisioning and hardware delivery & collections
- Experience in supporting on-site office infrastructure including networking infrastructure, meeting rooms, event spaces & printers.
- Experience supporting and troubleshooting AV for in-person & hybrid events.
- Escalating more complex issues to higher levels
- Strong verbal & written communication skills, including contributing to user & technical documentation.
- Ability to manage multiple, competing tasks & priorities with ease.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
Technical Support Officer
Milestone IT (Bunnings)
Melbourne, VIC
09.2022 - 05.2023
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Assigned name for systems and adding them to domain.
- Tested user accounts and installed required software.
- Setup and configuring printer by adding it to network.
- Updated router firmware and configured its settings as required.
- Assigned static IP address for systems.
- Installed and configured operating systems and applications.
IT Field Support Technician
Krushi Pty Ltd
Melbourne, VIC
02.2021 - 05.2022
- Updated and replaced outdated drivers and software for computers and office machines.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Assisted customers with technical support inquiries.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Restored data on computers and office machines.
- Diagnosed and resolved malfunctions in computers, office machines.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Professional Year Program
Williams Light Education
Melbourne, VIC06-2021
Master of Science - Information Technology
Charles Sturt University
Melbourne, VIC11-2020
Skills
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Jira
- Ticketing system experience
- Mobile device management
- Asset management
- End-user training
- Active Directory management
- Technical support
- Software installation
- Customer success management
- Software diagnosis
- Remote support
- Desktop support
Accomplishments
- Resolved 50+ user support tickets weekly with a 95% satisfaction rate.
- Reduced average issue resolution time by 30% through improved troubleshooting techniques.
- Trained 10+ new employees on IT ticketing system and onboarding procedures.
- Assisted in deploying 100+ laptops and configuring software for a company-wide upgrade.
- Created a step-by-step user guide for common tech issues, reducing support requests by 20%.
- Collaborated with Senior level engineers to escalate and resolve complex network issues.
Timeline
IT Support Officer
Karl Global Solutions PVT LTD
03.2024 - 02.2025
Technical Support Officer
Milestone IT (Bunnings)
09.2022 - 05.2023
IT Field Support Technician
Krushi Pty Ltd
02.2021 - 05.2022
Professional Year Program
Williams Light Education
Master of Science - Information Technology
Charles Sturt University