Harshitha Arepalli
Marsfield,Australia
Summary
A dedicated and customer-focused IT Support Analyst with a Master's in Information Technology and over a year of hands-on experience in a fast-paced helpdesk environment. Proven ability to diagnose and resolve complex technical issues while providing exceptional user support. Proficient in managing user accounts in Microsoft Active Directory and Exchange, and highly skilled in using ITSM tools like ServiceNow. A collaborative team player with excellent communication skills, committed to maintaining high standards of service and contributing to team success.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Ampol
02.2023 - Current
- Excelled in a fast-paced, customer-facing role, demonstrating outstanding communication and problem-solving skills to ensure a positive customer experience.
- Analyzed customer data to identify service improvement opportunities, contributing to a 15% reduction in average wait times.
IT Support Analyst
Cognizant Technology Solutions
05.2022 - 05.2023
- Provided comprehensive Level 1 technical support to end-users, successfully resolving an average of 20+ tickets daily in a fast-paced environment.
- Managed user accounts, permissions, and group policies in Microsoft Active Directory and provided essential support for Microsoft Exchange, including mailbox creation and troubleshooting.
- Served as a primary point of contact for technical issues, demonstrating a strong customer service focus and maintaining a 95% user satisfaction rating.
- Diagnosed and resolved a wide range of hardware (desktops, laptops, peripherals) and software (Windows OS, MS Office Suite) issues, achieving a high first-call resolution rate.
- Meticulously documented all user interactions, troubleshooting steps, and resolutions in ServiceNow, ensuring adherence to ITIL best practices and SLAs.
- Collaborated effectively within a team environment, liaising with senior engineers to escalate and resolve complex technical problems efficiently.
- Authored and updated knowledge base articles, empowering users to resolve common issues independently.
Education
Master of Information Technology -
Swinburne University of Technology
Sydney, NSW12.2024
Bachelor of Computer Science and Technology -
Jawaharlal Nehru Technological University
05.2022
Skills
- Technical Skills
- Microsoft Active Directory
- Microsoft Exchange
- ServiceNow & ITSM Tools
- Windows 10/11 OS
- Hardware Diagnostics
- Software Troubleshooting
- MS Office 365 Suite
- SQL & Python (Basic)
- Professional Skills
- Exceptional Customer Service
- Team Collaboration
- Excellent Written & Verbal Communication
- Problem-Solving & Troubleshooting
- Time Management & Prioritization
- Adaptability in Fast-Paced Environments
- ITIL Framework Understanding
- Quality Assurance
References
Available upon request.
Timeline
Customer Service Representative
Ampol
02.2023 - Current
IT Support Analyst
Cognizant Technology Solutions
05.2022 - 05.2023
Master of Information Technology -
Swinburne University of Technology
Bachelor of Computer Science and Technology -
Jawaharlal Nehru Technological University
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