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
2022.04 - 2024.01
- 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
2017.08 - 2019.12
- 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 2001.04 -
Bachelor of Science - Computer And Information Sciences
Gitam University
Visakhapatnam India 2001.04 -
Skills
Patch Management
Configuration Management
Service Level Agreements
Incident Management
Mobile Device Management
Application Support
Server Management
Network Troubleshooting
Hardware Diagnostics
System Administration
Timeline
IT Support Engineer
Total IT Global Pvt Ltd
2022.04 - 2024.01
Help Desk Technician
HCL Technologies
2017.08 - 2019.12
Masters in Networking (cybersecurity) - Information Technology
Melbourne Institute of Technology
2001.04 -
Bachelor of Science - Computer And Information Sciences
Gitam University
2001.04 -