Summary
Overview
Work History
Education
Skills
Personal Information
Additional Information
Timeline
Generic

ARCHITH NADIPELLI

Leura,NSW

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

9
9
years of professional experience

Work History

Technical Support Engineer

Auckland Transport
09.2022 - 04.2024
  • Provided 1st and 2nd line technical support for all applications to all stakeholders.
  • Investigated the issues and provided resolutions within SLA on Applications like (HOP (Auckland integrated fare system), HHDC, LMS,Health and Safety (Synergi), Qualtrics which are SaaS and on-prem applications
  • Triaging and actioning Incidents and BAU service requests
  • Work on project initiatives/tasks as required
  • Monitored Mobile Devices connectivity, Data sync and push updates via MDM.
  • Monitored network hardware operations to evaluate proper configuration.
  • Diagnosed and executed resolution for network and server issues.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
  • Monitored on Field devices for any faults, troubleshoot and engage technician where required to fix them.
  • Generated reports and to perform security audit for users Monthly, Annually. & Provided them to Audit NZ (Managed by Parliament NZ) when requested.
  • Run PowerShell scripts to check user updates
  • Working on incidents logged and engage appropriate
  • Extensive user of ServiceNow, Jira and SysAid for logging tickets and follow-ups.
  • Working knowledge on AD and AAD for Internal and External Users support.
  • Manage security groups user access to Applications (Add/Modify/Remove).
  • Monitoring Page Pulse Alerts, New Relic Alerts as configured for applications and servers.stakeholders where required to resolve the incident.

IT Product Operations Specialist

EPAY New Zealand
04.2021 - 09.2022

Responsibilities:

  • Managed product and content from inception to execution via product rollouts.
  • Managed monthly product rollouts, user training, testing and internal communications.
  • Performed Product testing and terminal software testing. This was done individually and in coordination with the Developers, Project Managers, and the offshore IT Operations team to ensure successful setup of the Epay products.
  • Liaised with offshore support teams on product configuration and Completed setups within the set timeframes
  • Worked with suppliers/external vendors on requirements to ensure correct product information is provided prior to launch to enable product setup
  • Ensuring an appropriate product set is available to retailers at their POS prior to launch
  • Creating DLL certificates for vendors so they can communicate securely with the epay system and sell epay items. Vendors were also given the most recent product config files so that the POS may be updated with the most up-to-date product information.
  • Reviewed the setup of products in both staging and production environments.
  • Evaluating and troubleshoot issues – transactional, technical, and financial in nature and working with relevant teams to resolve them.
  • Managed card data proofing - providing confirmation and approval to the printer/ supplier on data proofs.
  • Prepared documentation and knowledgebase articles to assist customer service team while training and troubleshooting the customer premises equipment.
  • Integrated and configured Gift card applications on wide range of POS and EFTPOS terminal software and hardware to process epay transactions.
  • Analysing transactions and resolving escalation tickets involving gift card transactions, like as card cancellation, fraudulent, risk, & Audit compliance.

Customer Premises Equipment Technician

Epay New Zealand
04.2018 - 03.2021

Responsibilities:

  • Building, staging, and testing of PC and other IT equipment prior to deployment
  • Epay provides POS, EFTPOS, and Gift card solutions for retailers. I effectively managed Inventory, Installation, Troubleshooting and Maintenance of Epay equipment.
  • Built, image and configured POS hardware. Integrated scales, scanners, back-office systems, networking devices, peripheral devices, EFTPOS terminals, OPT equipment and other technical products Epay support.
  • Deal with the data migration between different versions of MS SQL server when performing the POS (Point of Sale) system upgrades, and constant upskilling the technical knowledge of SQL.
  • Deployed Wallflower digital signage software on all POS units to broadcast gift card ads through server in all stores.
  • Wrote bash script to extract daily sales data from stores (Signed to provide data) to the client FTP server for data analysis.
  • Provide technical support (by phone or by email) for technicians in the field and for Helpdesk staff both Level 1’s and Level 2’s.
  • Proved high standards of customer service both over the phone and onsite and meet their anticipations.
  • Development and documentation of test procedures and other processes and develop, build and maintenance of test jigs.
  • Proficiently using CRM for the business needs and constant upskilling the technical knowledge of CRM.
    Take up on-call field service work and technical support as required to maintain client equipment.

ICT Support Technician

Posmate Limited
01.2015 - 03.2018
  • My role as an ICT support technician is to provide accurate, quality analyses of Point-of-sale application, as well as conduct testing, locate potential problems, and solve them in an efficient manner.
  • Responsible for assembling the POS machines, installing software, loading database, integrating EFTPOS machines, and customising POS software according to the customer requirements
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Assessed system hardware and software and suggested modifications to reduce lag time in store equipment to improve overall speed.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Provided remote support with RD, Team viewer to help customers with the queries and faults.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Tested new POS features prior to release to assist development team in bug identification.
  • Removed and replaced malfunctioning components to correct POS hardware problems.
  • Adapted existing programs and devices to meet customer requirements.
  • Responsible for allocating work to Junior staff and induction training for new staff.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Education

Bachelor Of Technology - INFORMATION TECHNOLOGY

Jawaharlal Nehru University
2010

Advanced Network Engineering Level 7 - Computer Networking

Computer Power Plus
Auckland
2013

Skills

  • Desktop support
  • Operating Systems Proficiency
  • Microsoft Office Specialist (MOS) Expert
  • Networking: LAN, WAN, Cisco routers & Switches, Subnetting, Active Directory
  • Hardware: PC assembly, troubleshooting, desktop support, upgrading peripherals, servicing maintenance of desktops, configuring printers and scanners
  • Well-organized and highly efficient working in a multi-tasking dynamic environment
  • Strong customer service skills and problem solving strengths

Personal Information

Interests I have keen interest in 'Technical gadgets' and I like to keep myself updated with the latest products. I am also interested in visiting new places and meeting new people, listening to music and playing sports (cricket, Badminton).

Additional Information

Driving Licence: Yes

Visa: New Zealand Citizen - Full work rights in Australia

Timeline

Technical Support Engineer

Auckland Transport
09.2022 - 04.2024

IT Product Operations Specialist

EPAY New Zealand
04.2021 - 09.2022

Customer Premises Equipment Technician

Epay New Zealand
04.2018 - 03.2021

ICT Support Technician

Posmate Limited
01.2015 - 03.2018

Bachelor Of Technology - INFORMATION TECHNOLOGY

Jawaharlal Nehru University

Advanced Network Engineering Level 7 - Computer Networking

Computer Power Plus
ARCHITH NADIPELLI