Laxmiprasanna Kesa
Melbourne,Australia
Summary
Dynamic IT Service Desk Analyst with proven expertise at IAG, adept at troubleshooting complex issues and enhancing user experience. Skilled in Active Directory management and effective communication, I consistently deliver timely solutions while fostering a positive work environment. Committed to continuous improvement, I analyze support trends to drive product enhancements.
Overview
5
5
years of professional experience
Work History
IT Service Desk Analyst
IAG
Melbourne, VIC
01.2025 - Current
- Served as first point of contact for incoming technical service calls and emails.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
IT Service Desk Analyst
IAG
Melbourne, VIC
03.2023 - 11.2023
- Used remote login tools to assist clients with technical and product questions.
- Assisted in the development and updating of technical documentation and support guides.
- Ensured compliance with company policies related to security standards when providing technical support.
- Maintained customer records in ticketing system, documenting all interactions with customers.
- Served as first point of contact for incoming technical service calls and emails.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Handled customer service issues by providing guidance or escalating for advanced support.
IT Support
Viatek Technology
Sydney, Australia
11.2021 - 02.2023
- First point of contact for level 1 IT support
- Responsible for managing Active directory and group policies
- Develop and Monitor end-user systems
- Printers installation and configuration
- Assisting ERP administrator in UAT
Desktop Technician
Networx Digital
Melbourne, Australia
03.2021 - 10.2021
- Installation and configuration of Windows 7 to Windows 10 migration and migrating the applications of the company back into the Pcs
- Assembling the new PC’s of the organization and upgrading the hardware for the old Pc’s including the RAM, Hard disk and the new Monitors replacing the Old Monitors
- Updated customer data and produced activity reports
- Configured all the routers, printers and scanners of the company
- Deployed Windows Client operating systems Such as Windows 7 & Windows 10
- Backed up the data and worked on disaster recovery Solutions
- Ensured that the proper recording, documentation, and closure of the incidents is done
ACS (Australian Computer Society) Professional year
ECA (Education Centre of Australia)
VIC, Australia
07.2020 - 08.2021
- Professional Development
- Business & Communication
- Australian Workplace Culture
- Professional Environments
Store Manager
Ampol VIC
01.2021 - 03.2021
- Operations Support
- Team Training
- Retail Customer Service
- Store Maintenance
Education
Master’s in Information Technology - Computer Networks
Latrobe University
Melbourne06.2020
Bachelor of Computer Science Engineering -
Jawaharlal Nehru University
India12.2017
Skills
- Active Directory
- Exchange
- G Suite
- Citrix
- Remote Desktop Server
- Windows server 2012
- Windows server 2016
- Windows workstation 10
- Windows workstation 11
- Group Policy administration
- Software upgrade
- ERP support
- Training
- Wi-Fi administration
- Network troubleshooting
- Firewall troubleshooting
- End-user systems maintenance
- Computer literacy
- Interpersonal skills
- Communication skills
- Analytical skills
- Problem-solving skills
- Troubleshooting
- IT Helpdesk support
- Mobile troubleshooting
- Windows 7 installation
- Windows 10 installation
- Team player
- Resourcefulness
- Independence
- Positive work attitude
- Written communication skills
- Verbal communication skills
Working Rights
Right to live and work full-time in Australia.
References
Available on request.
Professional Development
ACS (Australian Computer Society) Professional year, ECA (Education Centre of Australia), VIC, 07/01/20, 08/31/21, Business & Communication, Australian Workplace Culture, Professional Environments
Timeline
IT Service Desk Analyst
IAG
01.2025 - Current
IT Service Desk Analyst
IAG
03.2023 - 11.2023
IT Support
Viatek Technology
11.2021 - 02.2023
Desktop Technician
Networx Digital
03.2021 - 10.2021
Store Manager
Ampol VIC
01.2021 - 03.2021
ACS (Australian Computer Society) Professional year
ECA (Education Centre of Australia)
07.2020 - 08.2021
Master’s in Information Technology - Computer Networks
Latrobe University
Bachelor of Computer Science Engineering -
Jawaharlal Nehru University
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