Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Timeline
WEBSITE PORTFOLIO AND PROFILES
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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, India
05.2019

Master of Information Technology -

University of Canberra
Canberra, ACT
05.2025

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

Websites

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

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LAKSHMI MOUNIKA GANDHASIRI