Eswar Sai Krishna Gowra
IT Support Engineer
Box Hill South
Summary
Detail-oriented It support technician with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers level 1 and 2 support knowledge. Versed in troubleshooting hardware and software issues on different work stations and network devices to ensure the connectivity. Proven skill in resolving problems quickly on first call.
Overview
6
6
years of professional experience
Work History
IT Support Engineer
Total IT Global Pvt Ltd
04.2022 - 01.2024
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to Level 1/2 technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Translated complex technical issues into digestible language for non-technical users.
Help Desk Technician
HCL Technologies
08.2017 - 12.2019
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware and granted system permissions to new employees.
- Researched product and issue resolution tactics to address customer concerns.
- Walked individuals through basic troubleshooting tasks.
- Assisted with updating technical support best practices for use by team.
Education
Masters in Networking (cybersecurity) - Information Technology
Melbourne Institute of Technology
Melbourne, VIC 04.2001 -
Bachelor of Science - Computer And Information Sciences
Gitam University
Visakhapatnam India 04.2001 -
Skills
Patch Management
Timeline
IT Support Engineer
Total IT Global Pvt Ltd
04.2022 - 01.2024
Help Desk Technician
HCL Technologies
08.2017 - 12.2019
Masters in Networking (cybersecurity) - Information Technology
Melbourne Institute of Technology
04.2001 -
Bachelor of Science - Computer And Information Sciences
Gitam University
04.2001 -
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