Eshwar Gedela
Melbourne,VIC
Summary
Experienced IT Engineer with a strong background in corporate and start-up environments, specializing in design, development, networking, and digital communications. Adept at managing critical network and security platforms, with a commitment to providing exceptional technical support and project deployment skills. Looking to grow and contribute as part of the esteemed Engineering Team.
Overview
11
11
years of professional experience
9
9
Certification
Work History
IT Systems Engineer
Dahlsens Building Centers ltd
Melbourne, Australia
06.2023 - Current
- Installing, configuring, and maintaining servers, network devices, and software applications
- Responding to tickets promptly, ensuring issues are resolved within established service level agreements (SLAs)
- Diagnosing and resolving hardware, software, and network issues, reducing downtime by 30%
- Monitoring system performance, resource utilization, and implementing necessary optimizations for optimal performance and scalability
- Implementing backup and disaster recovery solutions to ensure data integrity and business continuity
- Monitoring and optimizing network performance, security, and reliability
- Troubleshooting and resolving advanced network issues and outages
- Conducting security audits and vulnerability assessments to identify potential risks and address security weaknesses
- Providing third-level technical support to the IT Help Desk and Level 2 IT Engineers, resolving complex issues
- Collaborating with vendors and suppliers to assess, select, and procure hardware, software, and services
IT Engineer/ EUC Engineer/AV Team Lead
VIS Global Pvt Ltd
Melbourne, Australia
05.2021 - 05.2023
- Company Overview: Client – Capgemini & TABCORP
- Served as the primary point of contact for resolving end-user IT issues, including desktop support, software installations, hardware troubleshooting, and system upgrades
- Collaborating with cross-functional teams to deploy and manage software applications and updates across the organization's devices
- Proactively monitoring and maintaining end-user systems, ensuring optimal performance, security, and reliability
- Implementing and enforcing security measures to protect end-user devices and data from potential threats
- Providing remote assistance and onsite support to resolve technical issues and minimize downtime for end-users
- Designing, implementing, and maintaining audio-visual systems and equipment, including video conferencing systems, audio systems, and projection systems
- Collaborating with stakeholders to assess AV requirements for various projects and events, ensuring seamless execution of presentations and multimedia content
- Conducting site surveys and recommending suitable AV solutions that align with project specifications and budget constraints
- Overseeing the installation and configuration of AV equipment, performing quality checks to ensure optimal performance and user experience
- Troubleshooting and resolving AV-related issues, working closely with vendors and technical teams to address hardware or software malfunctions
- Designing, deploying, and maintaining the organization's network infrastructure, including switches, routers, firewalls, and wireless access points
- Monitoring network performance and security, identifying and resolving network-related issues promptly to ensure continuous connectivity and data integrity
- Implementing network security measures, such as firewalls, VPNs, and intrusion detection systems, to protect against cyber threats
- Collaborating with the IT team to implement and enforce network policies and procedures to maintain a secure and efficient network environment
- Performing regular network audits and assessments to identify potential areas for improvement and optimizing network performance
- Creating and maintaining detailed documentation of IT systems, AV infrastructure, and network configurations for future reference and troubleshooting purposes
- Preparing regular reports on IT support activities, AV system performance, and network status for management review
- Documenting standard operating procedures and best practices for EUC support, AV system management, and network administration
- Client – Capgemini & TABCORP
IT Network Support
One World Rental & Hire Tablets Global
Melbourne, Australia
03.2021 - 06.2021
- Network Installation and Configuration
- Network Troubleshooting and Support
- Network Maintenance and Upgrades
- Network Documentation and Reporting
- Providing end-user support for network-related issues, such as connectivity problems and access requests
- Liaise with network equipment vendors to request support, obtain quotes, and facilitate equipment repairs or replacements
IT Support
Probe Group Pvt Ltd
Melbourne, Australia
03.2020 - 12.2020
- Assisting customers with both hardware and software problems
- Troubleshoot & resolve technical issues, work with multiple teams to resolve customer issues
- Capturing customer feedback, coordinating with sales team to onboard customers
- Internal desktop Support & Office Infrastructure
- Working Active Directory, Windows Server, networking, remote support, working with CITRIX, SERVICE NOW and maintaining the database
- Troubleshoot hardware problems (printers/desktops/pos hardware/network); provide support to requests remotely and at the internal customers workplace
- Maintain information on incidents reported and provide management information as requested
- Works with Team to achieve performance goals and increase productivity
Customer Service Supervisor
Retail Savvy Group
Melbourne, Australia
03.2017 - 03.2020
- Providing excellent customer service to the customers face to face
- Training the new staff & managing the staff, Supervise the efficient operations of reception check in/out procedures
- Support team members in handling guest requests and ensure a positive outcome is achieved
- Supervising the team, assigning tasks and maintaining the workflow at busy times
- Multi Handling the different issues and providing the best customer service to all the guests and customers
SEO/ Web developing/ UI/UX Design
Cyber Cubes
Visakhapatnam, India
01.2014 - 12.2016
- Providing outstanding service to customers and assisting them with comprehensive solutions
- Handling client’s network issues, server issues
- Conceptualizing creative ideas with clients, testing, and improving the design of the website and establishing design guidelines, standards, and best practices
- Designing visual imagery for websites, communicating design ideas using user flows, process flows, site maps and wire frames
- Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards
- Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk
- Work with the rest of the team to identify new areas for problem prevention and continual improvement
- Provide troubleshooting steps and resolve, if possible, perform Request Fulfilment
- Execute service desk processes for Request Fulfillment, Incident Management, and support Problem Management
- Improve efficiency - job throughput, resolution times, service improvements and process improvements
- Work with Service Management Excellence to identify and develop automated reports
Education
Masters - information & Communication Technology
La Trobe University
Melbourne, AustraliaBachelors - information technology
Jawaharlal Nehru Technological University
IndiaSkills
- Verbal Communication
- Written Communication
- Routing Protocols
- Switching Protocols
- OSPF
- BGP
- EIGRP
- Network Monitoring
- Troubleshooting Tools
- Wireshark
- SolarWinds
- PRTG
- Juniper Networks
- Palo Alto Networks
- Aruba Networks
- Cisco Network Devices
- Juniper Network Devices
- Citrix SDWAN
- Fortigate Firewall Maintenance
- Windows Server
- O365
- Windows 7
- Windows 10
- Active Directory
- Exchange
- VMWare
- Virtualization Support
- InTune
- SharePoint
- HTML
- CSS
- LINUX
- UNIX
- CITRIX
- Network Troubleshooting
- Cloud Experience
- AWS
- Azure Cloud
- Virtualization
- Containerization
- Virtual Box
- Root Cause Analysis
- Infrastructure development
- Technical Analysis
- Helpdesk operations
- System Troubleshooting
- Windows 95/98/2000/XP/XP Pro/NT
- Microsoft Exchange
- User Support
- Infrastructure buildout
- Data Analysis
- Network Security
- Cloud Computing
- Continuous Improvement
- Hardware and software installation
- Technical Documentation and Reporting
Certification
- CCNA
- Fortinet NSE1
- Fortinet NSE2
- AWS Cloud practitioner
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft Azure Security Engineer Associate (AZ-500)
- Crestron Core Engineer
- Polycom Certified Engineer
- Avaya Certified Engineer
- Avaya Cloud Engineer
- CYARA Certified Expert
Visa
Temporary Resident, 485, 11/24/27
Hobbies and Interests
- Travelling
- Photography
- Reading Books
- Cooking
References
References available upon request.
Timeline
IT Systems Engineer
Dahlsens Building Centers ltd
06.2023 - Current
IT Engineer/ EUC Engineer/AV Team Lead
VIS Global Pvt Ltd
05.2021 - 05.2023
IT Network Support
One World Rental & Hire Tablets Global
03.2021 - 06.2021
IT Support
Probe Group Pvt Ltd
03.2020 - 12.2020
Customer Service Supervisor
Retail Savvy Group
03.2017 - 03.2020
SEO/ Web developing/ UI/UX Design
Cyber Cubes
01.2014 - 12.2016
Masters - information & Communication Technology
La Trobe University
Bachelors - information technology
Jawaharlal Nehru Technological University
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