Harshitha Vulisi
Melbourne,VIC
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
Work History
Service Desk Analyst
Angusknight Group
08.2023 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
End User Support Specialist
ENGENCO
12.2022 - 08.2023
- Provided Level 1/2&3 IT support to non-technical internal users through desk side support services.
- Demonstrated knowledge of the technical specifications of various IT equipment and software packages to include: PC's, printers, scanners, Microsoft Office Solutions, and Microsoft Windows and Mac OS
- Administrated of user accounts through various applications (Active Directory, SAP, Cisco VPN, Cisco, AirWatch, VMware) Troubleshoot various issues related to a desktop environment.
- Real-time troubleshooting related to SCCM/Intune issues.
- Provide training, support to members of the teams.
- Active Directory support and Administration (Group policy, permissions, account provisioning)
- Exchange/Office 365 support, maintenance, and administration (Account provisioning, migration from Exchange to Office 365, distribution group creation). SharePoint administration and support
- Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Offered assistance in implementing and developing training programs.
IT Support Specialist
SUSHI SUSHI
03.2022 - 12.2022
- Preparing and configuring computing devices for new and existing users.
- Ensuring smooth onboarding process for new employees by setting up workstations, devices and access to system.
- Experience with functional and system level testing.
- Documented support procedures, processes and solutions in centralized systems, enabling user service.
- Working knowledge of Microsoft and Mac operating systems and applications, networking, general software and hardware, Active Directory, Azure AD, Intune and Office 365.
- Good knowledge and experience of Microsoft network technologies including DNS, DHCP, and Group polices.
- Provide Support on Data and communications which includes PABX Systems, Voice and Data Services
- Level 1/2 IT- Support and troubleshooting for users on-premises and remote end-user requests.
- Efficiently and effectively communicate with clients on a day-to-day using our support desk ticket system(Kizuna)and maintaining calls.
- Performing technological systems support, maintenance and testing for proper upkeep of systems, troubleshooting and resolving complex system hardware and software and network failures and conflicts.
- Experience in Point of Sale Systems( SwiftPOS) with Retail Systems and PC- EFTPOS payment systems and software and hardware.
- Strong knowledge on SwiftPOS backend integrations.
Operations/IT Technical Support Representative
Spotless
08.2020 - 02.2022
- Provided Level 1/2 IT support to non-technical internal users through desk-side support services.
- Monitored systems in operation and quickly troubleshot errors.
- Developing, maintaining and implementing work schedules and rosters, as well as coordinating training to ensure ongoing development for the team.
- Helping site manager with Audit reports and Organising and maintaining process-related documentation.
- Researched and identified solutions to technical problems.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Assist the business operations manager in planning, organizing and coordinating functions relating to the operation of the business
- Leading the investigations for operational or maintenance challenges and providing technical advice on corrective measures
- Monitored systems in operation and quickly troubleshot errors.
- Installed and updated hardware, software and applications on Mac and PC devices.
Product Specialist
Immediation Platform Pty Ltd
07.2020 - 12.2020
- Reviewing software requirements and preparing test scenarios.
- Execute all levels of testing (System, Integration and Regression).
- Provide support and documentation.
- Interacting with clients to understand product requirements.
- Analyzing test results on database impacts, errors or bugs and usability.
- Participating in design reviews and providing input on requirements, product design and potential problems.
IT Support
Emirates
04.2018 - 03.2020
- Documentation of IT assets and inventory.
- Assisting Manager in various IT projects like Deployment of new business system, Network implementation/upgrade.
- Managing inbound and outbound calls to help organisation discuss their technical issues, and other enquiries.
- Maintain and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations.
- Provide Desktop support and troubleshooting for issues related to Windows, MS Office, Printer, and Network
- Ensure timelines and business priorities are met with the system, and provide technical support in the day-to-day management.
- Ordering, Replacing and repairing company equipment as necessary.
- Achievement: Achieved Appreciation Certificate in recognition of outstanding work and service levels (01 April 2019).
Education
Professional Year -
Performance Education
08.2020
Master of Information Systems -
Central Queensland University
Melbourne12.2019
Bachelor of Computer Science & Engineering -
SRM University
India07.2016
Skills
- Networking Software: Active Directory, DNS, DHCP, Windows server 7/10, Exchange 2010
- Devices: Cisco, Routers, Firewalls & VPN, Cisco Wireless APs and controllers
- Virtualization: VMWare , SQL, HyperV
- Telecommunications: PABX, VOIP, Cisco CUCM
- Computer Imaging and deployment
Personal Attributes
- Excellent verbal and written communication skills developed through my time working with Emirates, communicating with people from all facets of life.
- Independent and self-sufficient in handling tasks improved on while working in an IT tech support role.
- Collaborative and able to work in teams or groups as demonstrated during working in such scenarios through university projects.
- Able to focus on accuracy and attention to detail whilst under pressure and against deadlines.
References
Available On Request
Timeline
Service Desk Analyst
Angusknight Group
08.2023 - Current
End User Support Specialist
ENGENCO
12.2022 - 08.2023
IT Support Specialist
SUSHI SUSHI
03.2022 - 12.2022
Operations/IT Technical Support Representative
Spotless
08.2020 - 02.2022
Product Specialist
Immediation Platform Pty Ltd
07.2020 - 12.2020
IT Support
Emirates
04.2018 - 03.2020
Professional Year -
Performance Education
Master of Information Systems -
Central Queensland University
Bachelor of Computer Science & Engineering -
SRM University
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