Kumar Penmetsa
Adelaide,Australia
Summary
Experienced and dedicated IT Support Specialist with 4 years of experience providing technical assistance, managing user accounts, resolving hardware/software issues, and supporting network and system environments. Proven ability to work across diverse industries, offering responsive and reliable support to both remote and onsite users. Skilled in Windows systems, Microsoft 365, networking fundamentals, endpoint security, and customer-focused troubleshooting.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Spider Networking & IT Solutions
08.2024 - Current
- Provide desktop and network support to internal teams and business clients
- Resolve system, application, and network issues across various platforms
- Configure and troubleshoot routers, switches, and wireless access points
- Manage user accounts and permissions via Active Directory and Office 365
- Monitor endpoint protection tools and ensure devices meet security standards
- Set up and configure new laptops, desktops, printers, and mobile devices
- Assist with remote access issues including VPN, RDP, and multi-device syncing
- Maintain IT asset logs and perform device lifecycle management
- Support installation and configuration of business-critical software
- Collaborate with vendors for hardware support, replacements, and licensing
- Document incident resolutions and maintain a shared internal knowledge base
- Support server backups, patching schedules, and routine system updates
- Respond to on-call requests and urgent incidents during off-hours
- Participate in infrastructure improvements and technology upgrades
- Educate users on security practices and efficient system usage
Desktop Support Specialist
Virtusa Consulting Services
02.2022 - 05.2024
- Delivered hardware and software support to internal users across locations
- Installed and configured operating systems and standard company software
- Resolved application issues, login problems, and file access errors
- Supported email clients, shared mailboxes, and calendar configurations
- Managed VPN setup and troubleshooting for remote staff
- Handled Active Directory user setups, password resets, and group assignments
- Monitored ticket queues and responded promptly to support requests
- Participated in patch deployments and vulnerability mitigation
- Maintained and updated IT inventory and asset management tools
- Assisted with software rollouts and hardware upgrades
- Developed internal guides for common IT procedures and user onboarding
- Troubleshot printer, scanner, and peripheral issues
- Provided mobile device support, including corporate email setup
- Collaborated with other IT teams on projects and escalated incidents
- Helped enforce IT policies and security standards among end users
IT Help Desk Technician
Srinivasa Computer Technologies
01.2021 - 02.2022
- Provided technical assistance for software, hardware, and access issues
- Handled daily service requests via phone, email, and helpdesk system
- Installed and maintained operating systems, antivirus, and business applications
- Performed password resets, profile changes, and system reboots
- Troubleshot printer issues and peripheral connections
- Supported desktop imaging and device setup for new hires
- Maintained helpdesk ticket records with detailed problem and resolution notes
- Worked with team leads to escalate complex or repeated issues
- Assisted with basic network tasks such as cable tracing and port mapping
- Maintained system performance and performed regular device health checks
- Organized IT equipment and supplies in storage areas
- Participated in audits by updating asset and support documentation
- Provided guidance to users on basic IT best practices
- Created and updated user manuals and internal troubleshooting references
- Supported software upgrades and small-scale hardware deployments
Customer Support and Sales Agent
Idea Telecom
01.2017 - 12.2020
- Assisted customers via phone and email with inquiries related to Idea's telecom services, including account management, billing, and plan selection.
- Sold Idea's prepaid and postpaid plans, broadband services, and add-ons, consistently exceeding sales quotas.
- Resolved network issues, device connectivity problems, and SIM activation requests in a timely manner.
- Lodged customer complaints and tracked their resolution through coordination with the technical and support teams.
- Provided customers with detailed information on special offers, loyalty programs, and promotional plans to boost engagement.
- Educated customers on Idea's mobile app features, self-service options, and online tools for better account management.
- Participated in regular team meetings to discuss service improvements and share customer insights.
Education
Bachelor of Science - Cicil Engineering
Jawaharlal Nehru Technological University
India12-2015
Skills
- Operating Systems: Windows 10/11, Windows Server, macOS
- Support Tools: Remote Desktop, ServiceNow, TeamViewer, AnyDesk
- Networking: DNS, DHCP, VPN, TCP/IP, LAN/WAN, switch/router configuration
- Directory Services: Active Directory, Group Policies, user provisioning
- Email Systems: Microsoft 365 Admin, Outlook, Exchange Online
- Hardware: Laptops, desktops, scanners, printers, mobile devices
- Software: Office 365, antivirus tools, AutoCAD, MS Project
- Other: Patch management, asset tracking, IT documentation, PowerShell basics
Certification
AWS Solutions Architect
Timeline
IT Support Engineer
Spider Networking & IT Solutions
08.2024 - Current
Desktop Support Specialist
Virtusa Consulting Services
02.2022 - 05.2024
IT Help Desk Technician
Srinivasa Computer Technologies
01.2021 - 02.2022
Customer Support and Sales Agent
Idea Telecom
01.2017 - 12.2020
Bachelor of Science - Cicil Engineering
Jawaharlal Nehru Technological University
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