Lokesh Babu Gaddam
Melbourne,Australia
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem- solving skills. Clear understanding of IT & Networking Concepts. Motivated to learn, grow, and excel in IT Industry. Hardworking and passionate job seeker with strong organizational skills and technical skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
Work History
IT Help Desk Technician
Tech Mahindra
01.2023 - Current
- Handling up to 40 + calls and resolving 50+ tickets per day by using ServiceNow ticketing tool.
- Escalating the tickets to respective department as required.
- Maintaining SLA's and responding to the incidents or service requests in a timely manner.
- Hands-on experience in writing Knowledge based articles in ServiceNow.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Proficient experience in writing E-mails, Outage comm's, activity notes and resolution notes.
- Experience in creating new user ID's and passwords, enabling user accounts, and setting up new users for their workstation in Active directory and Microsoft 365.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided basic end-user troubleshooting and desktop support.
- Provided on-call support for critical issues.
- Monitoring all network devices, services and servers using different tools to ensure high availability.
Process Worker
Capral Aluminium
10.2019 - 12.2022
- Entered data into computer tracking system and filed paperwork according to procedures.
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Graded and packaged finished products, transporting items for additional processing, storage, or shipment off-site.
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
Customer Service Representative
Metro Train Replacement Services
02.2020 - 09.2022
- Resolving problems by clarifying customer's complaint; determining cause of problem.
- Selecting and explaining best solution to solve problem; expediting correction or adjustment.
- Handle customer complaints provide appropriate solutions and alternatives within time limits; follow up to ensure resolution Keep records of customer interactions.
- Follow communication procedures, guidelines and policies.
- Take extra mile to engage customers.
- Accurate recording and processing of all data recorded and sending then to Public transport Victoria (PTV) for analysis of passengers boarding during peak hours.
IT Support Engineer (Helpdesk)
Naresh IT Solution
06.2018 - 06.2019
- Installing and configuring computer hardware, software, systems, networks, printers and scanners and monitoring them.
- Responding to incident or service requests in timely manner.
- Creating new user id's for new users and setting up their work station in Windows.
- Installed, configured, managed, maintained, troubleshoot, and evaluated Windows and Linux server computers, Operating Systems, Service Now and related components.
- Identified issues, analyzed information and provided solutions to problems.
- Ability to write emails and demonstrate friendly, polite manner on telephone. Fast-paced approach in handling up to 40+ calls and resolving 50+ tickets per day.
Education
Master of Networking - IT
Melbourne Institute of Technology
Melbourne, VIC05.2021
Bachelor's of Technology - Electronics And Communication
Loyola Engineering College
Andhra Pradesh05.2018
Skills
- Trouble shooting
- Sales force
- Active directory
- Service now
- Remote Support
- Problem solving
- Technical support
- Team Leadership skills
- Network Administration
- Multi-tasking
- Data entry
- Email writing
- Ms Office Suit
- Team work
Referees
Name : Niharika
Contact no: 0466333573
TL at Tech Mahindra
Name : Manisha Samineni
Contact no: 0452296218
Supervisor in my previous role as Customer service Representative in Metro tain replacement.
Name : Anu Prasasd Nair
Contact no: 0450949848
Timeline
IT Help Desk Technician
Tech Mahindra
01.2023 - Current
Customer Service Representative
Metro Train Replacement Services
02.2020 - 09.2022
Process Worker
Capral Aluminium
10.2019 - 12.2022
IT Support Engineer (Helpdesk)
Naresh IT Solution
06.2018 - 06.2019
Master of Networking - IT
Melbourne Institute of Technology
Bachelor's of Technology - Electronics And Communication
Loyola Engineering College
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