Lakshmi Dhulipalla
Perth
Summary
Expertise in problem-solving, system optimization, and project management. Strong focus on team collaboration and achieving results. Reliable and adaptable with skills process improvement, and technical analysis. Known for effective communication and innovative solutions.
Experienced with applying engineering principles to real-world problems, leading to impactful solutions. Utilizes analytical skills and technical knowledge to enhance operational efficiency. Track record of effective team collaboration and project completion.
Overview
11
11
years of professional experience
1
1
Certification
Work History
EUC Engineer
NRI
12.2022 - Current
- Collaborate with a delivery team during on-site client engagements
- Address user tickets related to hardware, software, and networking issues
- Follow up on incidents and requests, escalating to the next resolver group as needed
- Assist users with the installation of applications and computer peripherals
- Diagnose problems through targeted questioning and guide users with step-by-step instructions
- Conduct remote troubleshooting and explore alternative pathways until a resolution is achieved
- Troubleshoot and resolve technical issues within Service Level Agreement (SLA)
- Raise warranty claims and repairs with relevant vendors
- Configuring and support Apple, Android, Sat phones, Assisting AV equipment test and checks on daily basis
- Set up, assist printers and troubleshoot
- Procurement of hardware, software, domains, system certs
- Customize desktop applications to meet specific user needs
- Document technical issues and solutions in logs
- Follow up with clients to verify the functionality of their systems
- Report customer feedback and potential product requests
- Contribute to the creation of technical documentation and manuals
System Support Engineer
Telethon Kids Institute
01.2022 - 07.2022
- Troubleshoot and resolve technical issues within Service Level Agreement (SLA)
- Escalated issues that cannot resolve within SLAs or required higher skills levels or management inputs
- Assist Senior System Engineers with system administration tasks
- Administering security in all aspects of ICT work in accordance to adopted Standards and Best Practice
- Hardware and software deployment, Perform backups and restores
- Create procedures and documentation to support the software and systems environments
- Ensure ICT processes, policies and procedures are up to date, and followed appropriately
- Undertaking training activities to improve cross-support within the systems support team
- Administer Audio Visual Units to ensure system functionality with adequate
- Disposing of out of warranty assets in accordance with ICT Disposal Policy and auctioning
- Raise warranty claims and repairs with relevant vendors
- Procurement of hardware, software, domains, system certs
- Maintain Software License Register and arrange renewals
- Administration support for asset management including raising of Purchase orders and monthly reporting
Field Technical Support Officer
Linfox Transport Australia
01.2018 - 01.2022
- Managing calls and tickets using cisco jabber
- Solving tickets and following up with internal/external users
- Break fixes both hardware and software
- Troubleshooting and configuring hardware and software
- Ensure configuration and settings are appropriate
- Patching and cabling
- Remotely maintained all branches
- Active Directory, server management, event manager, Group Policy, Exchange management
- Deploying software’s using SCCM
- SAP planning, Fixing and setup printers
- Data transformation, hardware replacements, solved hardware, software issues
- Windows 10 installation, server 2012 R installation, data back-ups, set up new desktops
System Administrator
Eil Global Technology
01.2018 - 08.2018
- Break fixes both hardware and software
- Troubleshooting and configuring hardware and software
- Ensure configuration and settings are appropriate
- Patching and cabling
- Hands and feet support when required
- Wi-Fi points installation and maintenance
- Working with exchange management to solve mail/scan/outlook/mail license issues
- Coordinating with network team for network slowness/ site setup/ router troubleshooting
- Coordinating with Wintel team and resolve citrix related issues
- Resolution of Share point / O365 / One Drive related issues
- Configuring and setting up presentations for meetings, workshops, conferences
- Assisting Partners & Staff with the recording and co-ordinating of audio visual and video Conferencing requests and phones
- Coordinating multi-site, and International, video conferencing and audio conferencing
- Coordinating the operation of audio-visual requirements for offsite conferences
- Maintaining stock and equipment, placing service calls on AV equipment
- Assisting with any other general tasks conducted by the overall team servicing the conference
- Used SAP Document all incidents, knowledge base
- Working with different companies (Wood Group, S&P Global, Telethon kids institution)
System Administrator
Westfarmers
01.2017 - 01.2018
- Managing calls and tickets using cisco jabber, JIRA
- Solving tickets and following up with internal/external users
- Assisting Logistics side users with duties, hardware and software issues
- Installed applications, upgraded if needed, solved application related issues
- Deploying software’s using SCCM
- Strictly following company procedures to satisfy users, working with them in friendly manner
- Working as a part of team player, helping team members if needed
System Administrator
Smiles in Australia
01.2014 - 01.2016
- Created tickets and documented solution by using Kaseya
- Managed calls and remotely maintained 5 branches of data and issues
- Data transformation, hardware replacements, solved hardware, software issues
- Active Directory, server management, event manager, Group Policy, Exchange management
- Windows 10 installation, server 2012 R installation, data back-ups, set up new desktops
- Configured server with all applications that use in company, deployed to all computers from server, maintained cable management in server room
- Solved laptop hardware issues, software issues, email related issues, printer related issues, scanner, opg(dental equipment)
- Solved router issues, replaced router with new one by configuring with company constraints
- Installed applications, upgraded if needed, solved application related issues
Help Desk Support Officer
Australian Medical Association (AMA)
01.2015 - 12.2015
- Manage calls and client’s expectations through Service Desk Software
- Follow asset management procedures
- Troubleshoot thin client connectivity
- Installation of monitors and PC’s
- Troubleshoot mobile email connectivity
- Sanitation of End of Lease equipment
- Web Page Developing
System Engineer
Austin Technology
01.2014 - 12.2014
- Created ticket and documenting company’s information using Connect Wise
- Managed calls and clients expectations using Connect Wise
- Solved ticket to access desktop remotely by using Kaseya and on-site work
- Installation and monitoring of antivirus solutions on PC and Laptops using Kaseya
- Assembling and dissembling of PC, NAS, Server, and Backup
- Server health checks, scheduling Back-up, solving Email and Internet issues
- Installation of operating systems and application software on server platforms based on client requirement
Help Desk Support Officer
Western Power / CSC
01.2014 - 12.2014
- Managed calls and client’s expectations using a management system namely HP Open View (HPOV)
- Followed established Asset Management Procedures for IT related devices
- Reimaging of new and end of lease desktops/laptops and other IT devices as utilised by the client
- Deployment of tiered software to desktop/laptops utilising established tool sets such SCCM or the IT Store
- Migration of user profile i.e., migration from old machine
- Setup of user workstations throughout the WP Head Office
- Using HP Open view to pick up & action calls
- Sanitisation of End of Lease equipment for return to vendor for disposal of assets and updating of the CMDB
- Installation of graphics cards and additional ram as required for specialised devices
- Added new equipment into the CMDB using established process and procedures
- When required dispatch of equipment to the client sites and depots
IT Technician
Ultima Computer Services
01.2014 - 12.2014
- Solved software issues in pc/laptops
- Replaced new parts with defective parts in laptops
- Returned defective parts to HP company
- Laptop defective parts ordered through NCSS
- System tattooing, Battery check-up tools, replacing keyboards
- Recovery image to recover windows image into pc
- Communicated with customers to document issue with laptops
Education
IT Support Technician & Server Administration - Comp TIA+, (MCTS): Windows 7 Configuration, (MCITP): Enterprise Support Desktop Technician, (MCTS/MCITP) Windows Server2008 Network Infrastructure, Configuring Windows Server 2008, Server Administration, Windows Server 2008 Active Directory, Configuring
Australian Institute of Commerce and Technology (AICT)
01.2014
Bachelor Degree - Computer Science
Jawaharlal Nehru Technological University (JNTU)
01.2018
Skills
- Active Directory
- SCCM/MMIS
- Skype for Business
- Office 365
- SharePoint
- CISCO phones
- Kaseya
- Back up Tools
- RSA
- JIRA
- SAP
- Microsoft Outlook
- Service Now
- AWMS
- Intunes
- Manage Engine Service Desk
- Exchange Management 2013
- CUCM
- Cisco Unified Call Manager
- Citrix App Centre
- Manage Citrix XenApp 65 User Sessions
- Dame Ware Mini
- Word Press
- Microsoft Office
- Microsoft Windows
- Microsoft Windows Server
- Desktop troubleshooting
- Laptop troubleshooting
- Printer troubleshooting
- Hub installation
- Switch installation
- Router configuration
- Wireless AP configuration
- Hardware firewall configuration
- Network cable installation
- Critical thinking
- Technical reporting
- System troubleshooting
- Root-cause analysis
- Time management
- Technical documentation
- Attention to detail
- Multitasking
- Problem resolution
- Work Planning and Prioritization
Certification
- Comp TIA+ (220-802), (220-801)
- (MCTS): Windows 7 Configuration
- (MCITP): Enterprise Support Desktop Technician
- (MCTS/MCITP) Windows Server 2008 Network Infrastructure, Configuring
- Windows Server 2008, Server Administration
- Windows Server 2008 Active Directory, Configuring
Timeline
EUC Engineer
NRI
12.2022 - Current
System Support Engineer
Telethon Kids Institute
01.2022 - 07.2022
Field Technical Support Officer
Linfox Transport Australia
01.2018 - 01.2022
System Administrator
Eil Global Technology
01.2018 - 08.2018
System Administrator
Westfarmers
01.2017 - 01.2018
Help Desk Support Officer
Australian Medical Association (AMA)
01.2015 - 12.2015
System Administrator
Smiles in Australia
01.2014 - 01.2016
System Engineer
Austin Technology
01.2014 - 12.2014
Help Desk Support Officer
Western Power / CSC
01.2014 - 12.2014
IT Technician
Ultima Computer Services
01.2014 - 12.2014
Bachelor Degree - Computer Science
Jawaharlal Nehru Technological University (JNTU)
IT Support Technician & Server Administration - Comp TIA+, (MCTS): Windows 7 Configuration, (MCITP): Enterprise Support Desktop Technician, (MCTS/MCITP) Windows Server2008 Network Infrastructure, Configuring Windows Server 2008, Server Administration, Windows Server 2008 Active Directory, Configuring
Australian Institute of Commerce and Technology (AICT)
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