Jagadeesh Chadalawada
Perth
Summary
Motivated and detail-oriented graduate with hands-on experience in cybersecurity tools and auditing fundamentals, currently working part-time as a Service Desk Analyst at UGL. Skilled in performing basic penetration testing, configuring firewalls, and monitoring logs using open-source tools. Strong knowledge of network fundamentals, ITSM, and compliance frameworks such as SOC 2, HIPAA, and ISO 27001. Passionate about building trust in digital environments through modern, remote-friendly cybersecurity audit practices.
Bringing positive and collaborative approach to providing top-notch customer support and technical solutions, familiar with troubleshooting hardware and software issues and adept at using ticketing systems and remote support tools. Knowledgeable in ITIL best practices and capable of managing high-stress situations to ensure seamless operations. Committed to resolving issues efficiently to enhance user satisfaction and operational efficiency.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Desk Analyst (Part-Time)
UGL Limited
03.2024 - Current
- - Provide L1/L2 support to 200+ users, maintaining 98% SLA compliance using ServiceNow.
- - Troubleshoot end-user issues and Active Directory accounts across Windows environments.
- - Collaborate with IT and vendors to resolve network-related issues efficiently.
- - Follow ITIL-aligned incident and change management processes to ensure operational stability.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
Supervisor
Return-IT Recycle Industry
06.2023 - 04.2024
- - Led a team in managing IT-related documentation and incident handling.
- - Maintained infrastructure access security and supported basic troubleshoot
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Education
Master of Information Technology - Cybersecurity, Compliance, Network Security, Risk & Governance
Kaplan Business School
Perth, WA01.2025
Bachelor of Computer Science Engineering -
Mansarovar Global University
India01.2018
Skills
- - Cybersecurity Tools: Kali Linux, Linux Mint, pfSense, Nmap, Wireshark, Burp Suite
- - Compliance Awareness: SOC 2, ISO 27001, HIPAA, Consumer Data Right (CDR) – conceptual understanding
- - Systems & Networks: Windows 11, Active Directory, CCNA certified
- - Monitoring & Logs: Kibana, Elasticsearch (ELK Stack)
- - Communication: Client interaction, technical documentation, query resolution
- - Tools & Frameworks: ServiceNow, PowerShell, ITIL, VirtualBox
- Network troubleshooting
- Remote technical support
- Client relationship management
Certification
- - Cisco Certified Network Associate (CCNA) – Cisco
- - Introduction to Cybersecurity – Cisco Networking Academy
- - ITIL v4 Foundation – AXELOS
Core Competencies
- - Client-Focused Communication
- - Attention to Detail & Documentation
- - Collaborative and Adaptable
- - Proactive Problem Solver
- - Critical Thinking in Audit Contexts
Timeline
Service Desk Analyst (Part-Time)
UGL Limited
03.2024 - Current
Supervisor
Return-IT Recycle Industry
06.2023 - 04.2024
Master of Information Technology - Cybersecurity, Compliance, Network Security, Risk & Governance
Kaplan Business School
Bachelor of Computer Science Engineering -
Mansarovar Global University
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