Hema Bandaru
Springvale,VIC
Summary
Adaptable Technical Support Engineer with 7+ years of experience supporting internal and external customers, ensuring smooth national and international operations under the ITIL framework. Skilled in resolving complex technical issues, minimizing downtime, and integrating new hardware. Proficient in MS365, WLAN, Salesforce, Active Directory, Windows Server, virtualization, endpoint security, networking, device management, and VPN. Known for quickly mastering new software and collaborating with vendors and colleagues to enhance service quality and ticket responses.
Overview
8
8
years of professional experience
Work History
Desktop Support Engineer
Goals (A + N), Thomastown — IT and Logistics Support
07.2023 - 08.2024
- Provide timely technical assistance and support to users experiencing issues with their desktop computers, laptops, printers, peripherals, and other hardware/software components
- This includes troubleshooting hardware and software problems, diagnosing and resolving technical issues, and escalating complex problems to appropriate teams when necessary
- Install, configure, and maintain desktop operating systems, applications, and software updates
- Ensure that all systems are up-to-date with security patches and software upgrades to maintain optimal performance and security
- Maintain accurate records of hardware and software inventory, service requests, and technical support tickets
- Document troubleshooting procedures, solutions, and best practices to create a knowledge base for future reference
- Ensure compliance with IT security policies and procedures by implementing security measures such as antivirus software, firewall configurations, and data encryption
- Monitor systems for security breaches and respond to security incidents promptly
- Provide remote support to users working from home or remote locations, using remote desktop tools and troubleshooting techniques to resolve issues efficiently
- Collaborate with other IT teams, including network engineers, system administrators, and cybersecurity specialists, to address complex technical issues and implement solutions that meet the organization's needs
- Identify opportunities for process improvements, automation, and efficiency gains to enhance the overall user experience and IT service delivery
- Provide excellent customer service by communicating effectively with users, managing expectations, and ensuring timely resolution of technical issues.
Senior Technical Support Engineer
Dell Technologies
05.2021 - 01.2023
- Identified, diagnosed, and resolved software and hardware issues related to Dell products through systematic analysis and troubleshooting techniques
- Utilized advanced diagnostic tools and methodologies to isolate and address software conflicts, driver issues, and hardware malfunctions
- Provided exceptional customer service by promptly responding to inquiries, effectively addressing concerns, and ensuring customer satisfaction in alignment with Dell's customer-centric approach
- Conducted remote support sessions to guide customers through software installations, configurations, updates, and troubleshooting procedures, ensuring minimal downtime and efficient issue resolution
- Participated in on-site visits to diagnose and resolve hardware-related issues, collaborating with cross-functional teams to deliver comprehensive solutions
- Created and maintained detailed documentation of issue resolutions, troubleshooting steps, and best practices, contributing to a centralized knowledge base for continuous improvement and knowledge sharing within the team
- Conducted rigorous product testing to identify bugs, glitches, and performance issues in Dell software and hardware, providing valuable feedback to development teams for product enhancements and improvements
- Collaborated with cross-functional teams, including product development, engineering, and quality assurance, to escalate and resolve complex technical issues efficiently and improve product reliability
- Actively participated in training programs to enhance technical skills, stay updated on the latest Dell products and technologies, and achieve certifications essential for effective technical support.
Desktop support engineer
Vodafone
08.2018 - 03.2021
- Oversaw and maintained Vodafone's network infrastructure, ensuring optimal performance, reliability, and security for both internal and external stakeholders
- Conducted regular audits and assessments to identify potential bottlenecks, vulnerabilities, and areas for improvement within the network
- Provided technical assistance to Vodafone customers, addressing and resolving inquiries related to network connectivity, billing, service disruptions, and other technical issues
- Supported customers with the configuration, installation, and troubleshooting of Vodafone telecommunication software, ensuring smooth operation and customer satisfaction
- Assisted in software updates and upgrades, explaining changes and new features to customers to optimize their usage
- Conducted comprehensive testing of Vodafone's software and applications to identify bugs, usability issues, and performance bottlenecks, providing valuable feedback to development teams
- Actively participated in testing new products and features before deployment to ensure a seamless user experience
- Created and maintained detailed documentation of common customer issues, troubleshooting steps, and best practices, aiding in knowledge sharing and enabling team members to enhance their skills
- Conducted training sessions to educate fellow team members on new products, technologies, and processes, contributing to a culture of continuous learning and improvement
- Collaborated with cross-functional teams, including software developers, network engineers, and customer service representatives, to analyze and resolve complex technical issues and improve overall service quality.
IT Help Desk Support
SiriusXM
11.2016 - 07.2018
- Diagnosed, analyzed, and resolved software and hardware issues related to SiriusXM satellite radio products, ensuring seamless functionality and optimal user experience
- Employed diagnostic tools and methodologies to identify and address software conflicts, bugs, and hardware malfunctions
- Provided exceptional customer support by promptly responding to inquiries and concerns, effectively explaining technical solutions to both technical and non-technical customers
- Created and maintained detailed documentation of issue resolutions, troubleshooting steps, and best practices, contributing to a centralized knowledge base for team reference and continuous improvement
- Shared expertise and insights with team members to enhance collective knowledge and streamline support processes
- Conducted rigorous testing of SiriusXM satellite radio software and hardware to identify and report bugs, glitches, and performance issues, facilitating product improvements and updates
- Collaborated with development teams to provide feedback and contribute to the enhancement of software and hardware features
- Collaborated with cross-functional teams, including product development, engineering, and quality assurance, to escalate and address complex technical issues efficiently and enhance product reliability
- Participated in training programs to enhance technical skills, stay updated on the latest SiriusXM products and technologies, and achieve certifications essential for effective technical support.
Education
Bachelor of Science -
Adikavi Nannayya University
03.2016
Skills
- Problem solving and Analytical skills
- Strong communication and interpersonal skills
- Pro-active and passionate about modern technologies & innovation
- Ability to work independently in fast paced ever-changing environment
- Networking: WAN, LAN, IP, VPN
- Routing, Switching and network designing
- Troubleshooting and escalating trouble tickets
- Knowledge in SQL database
- Programming languages (C, JAVA, HTML, CSS)
- Cloud Platforms AWS, Azure
References
Will be provided on request
Timeline
Desktop Support Engineer
Goals (A + N), Thomastown — IT and Logistics Support
07.2023 - 08.2024
Senior Technical Support Engineer
Dell Technologies
05.2021 - 01.2023
Desktop support engineer
Vodafone
08.2018 - 03.2021
IT Help Desk Support
SiriusXM
11.2016 - 07.2018
Bachelor of Science -
Adikavi Nannayya University