BRAHMA THEJA MADALA
Southport,QLD
Summary
Skilled IT Support Specialist with background in IoT troubleshooting, network management, and customer service. Experienced in providing technical support to both on-site and remote teams across various operating systems. Strengths include strong analytical skills, ability to multitask and adapt quickly to new technologies. Previous roles involved Configuration of the devices and set up the site fully functional and enhancing system performance, Contributing to team-oriented problem resolution efforts.
Overview
10
10
years of professional experience
Work History
IT Support and Field Technician
Daelibs Workforce Guidance
Southport, QLD
03.2022 - Current
- Responding to various calls/emails from customers about the device issues in regards to software/hardware-related issues.
- New device setup and configurations as per client requirements, and installing sensors in client-requested locations.
- Installation of the hardware, according to the floor plan, and set up the system.
- Create the new users and grant the permissions as customer request.
- Following up with customers to ensure full resolution of issues and make sure they are satisfied with our service.
- Remote monitoring into devices to see if there are issues causing the functionality.
- Try to resolve the issue as Level 1 and L2 support issues. If these are related to app issues or bug, escalate the issues to the Developer team.
- Maintain the hardware stock levels and inform the Support lead when stock levels are low.
- Responding to the customers if they have an issue with hardware, replace the hardware or provide resolution asap.
- Investigated root causes of recurring problems with specific hardware or software configurations.
- Create a ticket for every call or email, and resolve the ticket. Escalate the ticket to L2 if the issue is not solved through the Hesk ticketing system.
- Tested newly installed systems prior to deployment in order to ensure functionality.
- Communicated regularly with support lead regarding progress made on assigned projects or tasks.
IT Help Desk (Intern)
Imperatif Call Centre Partners
Brisbane, QLD
10.2019 - 02.2020
- Responding to queries via chat, email to resolve issues through Zendesk ticketing system.
- Providing fast assistance for questions and problems.
- Provide Level 1 support to the users across the company.
- Diagnosing and solving hardware/software faults.
- Responding in a timely manner to technical issues and requests. Maintain a record of the resolutions.
- Installing and configuring computer hardware, software, printers, and scanners, etc.
- Maintained positive working relationship with fellow staff and management.
SQL Server Administration
G4 Software Solutions Pvt Ltd
Hyderabad, INDIA
08.2014 - 03.2016
- SQL Server 2005/2008 server administration, system monitoring, backup, and recovery.
- Database administration activities, like monitoring the disc spaces.
- As per the request, we have provided the permissions on the Reporting environment to users.
- Recovering the databases from backup in disaster situations.
- Creating and Scheduling Maintenance plan(Daily, Weekly, Monthly)
- Planning, Implementing all types of Backup (Full, Differential, Transactional)
- Providing 24/7 on-call support for critical production database and resolving SQL Server performance issues in a timely manner.
- Work well independently or as a part of a team, quick learner, able to meet deadlines.
- Self-motivated, with excellent communication and interpersonal skills.
Education
Certificate IV in Business (BSB40215) -
Navitas Professional
Brisbane, Qld02.2020
Master of Information Technology -
Charles Sturt University
Brisbane, Qld06.2018
Bachelor of Computer Science and Engineering -
Jawaharlal Nehru Technological University
Anantapur, India06.2014
Skills
- IOT System Technical Troubleshooting
- Device Setup and Configuration
- SQL Server Administration
- Application Support
- Network Troubleshooting
- MS Office Applications
- Excellence Time Management
- Technical Support
- Hardware and software installation
- Field Operations
- Equipment Maintenance
Projects
1. Paying With Your Face, Charles Sturt University, Brisbane, QLD, 03/01/18, 06/30/18, 3, This is a Research thesis was done in the final semester of my master’s degree as an assignment of Emerging Technologies and Innovation. This project is to be done with the main objective of determining the status of making payments using Facial Recognition Technology. The main purpose of FRT is improve the payment mechanism easy without requiring password by scanning face. It also provides the best experience for the users with fastest transfer payments.
2. Beowulf Cluster, This is a group project done during Bachelor’s degree. The idea behind the project is to prove that it does not require high configuration and expansive hardware to perform faster operation. A Beowulf cluster is a cluster of commodity-grade computers designed to run computing jobs in parallel. It is networked into a small local area network with libraries and programs installed which allow processing to be shared among them and result in high performance parallel processing.
Hobbies and Interests
Reading online articles, music, traveling, learning new technologies and gadgets.
References
Available upon request.
Timeline
IT Support and Field Technician
Daelibs Workforce Guidance
03.2022 - Current
IT Help Desk (Intern)
Imperatif Call Centre Partners
10.2019 - 02.2020
SQL Server Administration
G4 Software Solutions Pvt Ltd
08.2014 - 03.2016
Certificate IV in Business (BSB40215) -
Navitas Professional
Master of Information Technology -
Charles Sturt University
Bachelor of Computer Science and Engineering -
Jawaharlal Nehru Technological University
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