Deepak Pingili
Perth,WA
Summary
Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
RODE
11.2022 - 12.2024
- Engaged in user support interactions via telephone, ServiceNow and email platforms.
- Provide remote assistance where required using Remote Desktop Connection or Desktop Central.
- Assist with user account creation, password resets, and permissions management in Active Directory or similar systems.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end-user.
- Install, update, and troubleshoot software applications and operating systems (e.g., Windows, macOS, Linux).
- Setting up and configuring Office 365 services, such as SharePoint Online, Teams, and OneDrive
- Address issues related to network connections, including Wi-Fi and Ethernet connectivity problems.
- Manage the deployment of new software across the organization using tools like SCCM (System Centre Configuration Manager) or similar.
- Implement and enforce security protocols, such as antivirus deployment, encryption, and secure access control measures.
Customer Service Executive
DB Schenker
03.2020 - 09.2022
- Process returns transactions of incoming equipment from our warehouses.
- Authorize incoming return requests based on company policies; research outlier cases and coordinate with the account executives when higher level approval is necessary.
- Communicate with customers, partners & distributors in regard to return logistics, credit processing & exception cases.
- Coordinate with support techs, product management, sales executives and administrators to ensure that we provide the best possible customer experience.
- Knowledge of RMA procedures.
- Demonstrable experience with data entry and invoice auditing.
- High Customer service background.
- Excellent organizational and teamwork skills.
- Familiarity with Salesforce and Dynamics GP.
Education
Master of Science - Information Technology
Charles Sturt University
Sydney, NSW11-2019
Skills
- Remote technical support
- Operating Systems : Windows, MacOS, Linux
- Software Installation & Configuration
- Active Directory & User Account Management
- Networking (LAN/WAN, TCP/IP, DNS, DHCP)
- Ticketing System (ServiceNow)
- Microsoft 365 Administration
- IT Security & Data protection
Languages
English
Full Professional
Telugu
Native or Bilingual
Timeline
Service Desk Analyst
RODE
11.2022 - 12.2024
Customer Service Executive
DB Schenker
03.2020 - 09.2022
Master of Science - Information Technology
Charles Sturt University
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