LAKSHMI MOUNIKA GANDHASIRI
Gungahlin,Australia
Summary
Proactive IT professional with a Master of Information Technology, skilled in incident management, help desk support, and systems administration. Experienced across Windows/Linux, AD, O365, and VMware, with growing expertise in cloud (AWS). Strong problem-solver with full-time work rights and immediate availability.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sales Representative
Telstra
11.2023 - Current
- Provide end-user support for mobile and internet services.
- Resolved over 100+ mobile and internet incidents monthly with 95% customer satisfaction.
- Delivered L1 & L2 help desk support across Console, Siebel, and Kenan, resolving incidents and system faults under ITIL processes.
- Supported Active Directory, Office 365, Windows/Linux environments, with exposure to VMware ESXi/vSphere monitoring and configuration.
- Provided customer-focused support to internal/external stakeholders, achieving high satisfaction scores.
IT Process Analyst (Waymo Project)
Cognizant Technology Solutions
11.2020 - 11.2021
- Worked on labeling and validating data for autonomous vehicle AI systems.
- Provided mentorship to new joiners in the process.
Risk Analyst & Support (Chat Process)
Wipro Pvt. Ltd.
12.2019 - 10.2020
- Managed real-time risk assessments and chat-based customer support.
- Ensured high levels of data accuracy and compliance.
Education
Bachelor of Engineering - Computer Science
Jawaharlal Nehru Technological University
Hyderabad, India05.2019
Master of Information Technology -
University of Canberra
Canberra, ACT05.2025
Skills
- IT Support & Troubleshooting (Help Desk, Incident Management): Experienced in resolving 100 incidents monthly at Telstra, covering mobile, internet, and IT service requests using ITIL processes
- Systems Administration (Windows, Office 365, Active Directory): Skilled in user account setup, access control, and troubleshooting across Windows with secure operations
- ITSM Tools (Console, Siebel): Proficient in logging, monitoring, and resolving incidents, ensuring smooth service delivery
- VMware (ESXi/vSphere): Hands-on experience in VM setup, basic configuration, and performance monitoring
- Customer Relationship Building: Able to simplify complex IT issues for non-technical users, building trust through clear and empathetic communication
- Interpersonal Communication Skills: Strong collaboration across teams and stakeholders, with clear updates and effective coordination in fast-paced environments
Accomplishments
- Delivered Capstone Project – Legislation Readthrough Tool for Ship Legal Requirements (AMSA): led UI/UX design, documentation, and QA to improve compliance efficiency.
- Resolved 100+ IT incidents/month at Telstra with 95%+ customer satisfaction, supporting AD, O365, Windows/Linux, and VMware ESXi/vSphere.
- Improved store NPS by combining technical troubleshooting with customer-focused service.
- Contributed to Waymo autonomous vehicle AI project (Cognizant); mentored new joiners to boost accuracy and efficiency.
- Managed real-time risk assessments (Wipro) ensuring compliance and data accuracy.
- Earned Google IT Support Professional Certificate with specialization in networking, OS, system admin, and IT security.
Certification
- Google IT Support Professional Certificate.
- The Bits and Bytes of Computer Networking.
- System Administration and IT Infrastructure Services
- Technical Support Fundamentals
- Operating Systems and You: Becoming a Power User
- IT Security: Defense Against the Digital Dark Arts
Languages
English
Full Professional
Hindi
Professional Working
Telugu
Native or Bilingual
Timeline
Sales Representative
Telstra
11.2023 - Current
IT Process Analyst (Waymo Project)
Cognizant Technology Solutions
11.2020 - 11.2021
Risk Analyst & Support (Chat Process)
Wipro Pvt. Ltd.
12.2019 - 10.2020
Bachelor of Engineering - Computer Science
Jawaharlal Nehru Technological University
Master of Information Technology -
University of Canberra
WEBSITE PORTFOLIO AND PROFILES
- Http://www.linkedin.com/in/lakshmi-mounika-gandhasiri-105a06265
- Https://coursera.org/verify/professional-cert/9NVMCZG7641Q