Madhuri Deepthi Tegala
Brisbane
Summary
Talented, highly skilled, results-oriented Support Analyst with a solid reputation for delivering ICT support and project outcomes. Excels at breaking down complicated tasks into basic elements for smooth operational tasks. Well-regarded and valued member in Information Systems and Technology, utilizing exceptional communication skills to build long-lasting business relations and deliver remarkable results. Passionate about bridging the gap between business and technology, proactive solutions driver at the forefront of technology innovation while managing concurrent priorities. Seeking a position that supports professional growth and development. Aims to be employed in a technical environment that challenges and allows for collaboration with peers. Eager to update skills and knowledge to exceed employer's expectations.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
IT Product Support Analyst
Vita Group Pty Ltd
Brisbane, Queensland
12.2022 - 02.2023
- Company Overview: Vita Group operates in the Beauty, Skin Health and the Wellness industry, where they own and operate a growing network of aesthetic clinics through their brand Artisan Aesthetic Clinics and also a network of non-branded aesthetic clinics
- Continuous learning of CMC (Cos-Med Cloud proprietary clinic management system software)
- Continuous learning of the Artisan Business to build effective knowledge of the medical and cosmetics Industry
- Assist the CMC Team with the dealing of the Support Requests
- Assist the CMC Team with testing of Change Requests, with U/X Focus
- Support Employees, Computers and various technologies across all Vita Locations
- Assist the beauty clinics with day-to-day IT Procedures
- Support Administration of the Microsoft 365
- Occasional on-site clinic visits to support BAU and Projects
- Vita Group operates in the Beauty, Skin Health and the Wellness industry, where they own and operate a growing network of aesthetic clinics through their brand Artisan Aesthetic Clinics and also a network of non-branded aesthetic clinics
- Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
- Analyzed product performance data to identify trends and areas for improvement.
- Streamlined customer support processes for increased efficiency and faster response times.
Application Support Analyst & Software Operational Tester
Biode Pty Ltd
Brisbane, Queensland
06.2022 - 12.2022
- Company Overview: Biode Pty Ltd is the leading innovator of Biometric Identity Systems
- Biode is one of the leading suppliers of Biometric Software and Biometric equipment to the Government Organizations and Correctional Centres across Australia
- Their commercial clients are Pandora, D’Orsogna, Americold etc
- Provide day-to-day Application Support to the clients
- Communicate with customers to resolve application queries, support tickets, escalating to appropriate teams for resolution when required
- Escalate the issues with the Development Teams in fixing bugs and implementing enhancements
- Organizing meeting with the Clients and the Engineering Team
- Executing tests on Biode’s internal Software Operational Testing and Usability Testing
- Following the ITPs for testing internal applications like Doorkeeper, BiodeHub, BiodeTime and record the Test Outcomes
- Coordinate with the Engineering Team to understand and analyse the technical requirements and the Test Outcomes
- Hands-on experience with handling, operating and testing Biometric devices like MorphoWave SP and XP, IRIS Camera, Vision Pass, Sigma Extreme, Sigma Lite++, MSO300, Keywatcher
- Assisting commercial clients remotely in setting up the Biometric devices
- Biode Pty Ltd is the leading innovator of Biometric Identity Systems
- Biode is one of the leading suppliers of Biometric Software and Biometric equipment to the Government Organizations and Correctional Centres across Australia
- Their commercial clients are Pandora, D’Orsogna, Americold etc
IT Administrator
Averda
02.2015 - 12.2015
- First line contact for all the Averda employees, globally for IT issues and IT related procurement requests
- Supplied courteous and prompt technical advice via Phone, self-service and email for all key stakeholders
- Managed new user creation and terminate of staff preparation using Active Directory and MS Exchange Management
- Assigned SMTP, SIP and abilities for Distribution Group creation/modify using AD 'Attribute Editor' for special cases
- Created automatic login scripts and batch files for shared folders across multiple platforms/environments
- Structured remote connections including VPN and Dial-in access
- Developed detailed knowledge and experience with Office 365, PowerShell, Cog motive and self-service Portal
- Created Standard Operating Procedures (SOP’s) As Build and other corporate documentation
- Obtained and exceeded expectations through IT departments KPI’s and SLAs
- Managed IT procurements related project requests up to USD500
IT Senior Support Officer
Kleindienst Group
10.2012 - 02.2015
- Company Overview: The Heart of Europe is a renowned real estate company in Dubai, which consists of 7 islands, 13 hotels, 3 residential projects, 51 Food & Beverage venues, and a day-use entertainment island, which all are under one umbrella and deliver the upmost hospitality blended with innovation and sustainability
- Ensured professional operational activities could be delivered for end users to perform business tasks
- Actively resolved, escalated end user service requests in a timely and accurate manner
- Performed ‘hands and feet’ resolution, including installing, upgrading and configuration of applications suites/software, installing hardware, implementation of backups and disaster recovery protocols
- Install anti-virus/malware/spyware software and ensured definitions are up to date
- Recorded, tracked and documented service desk requests, problem solving and change management processes
- Performed preventive maintenance, including reviewing and cleaning of workstations, printers and peripherals
- Accomplished Test Management activities in UAT – SAT environments to ensure projects and problems have been adequately resolved / delivered
- The Heart of Europe is a renowned real estate company in Dubai, which consists of 7 islands, 13 hotels, 3 residential projects, 51 Food & Beverage venues, and a day-use entertainment island, which all are under one umbrella and deliver the upmost hospitality blended with innovation and sustainability
Senior Project Analyst
HCL Technologies
05.2010 - 06.2012
- Enhanced projects performance via operational efficiencies, assisted with project plans and requirements documentation
- Reduced project lags by supporting internal teams and client activities
- Assisted management teams with defining scope and timelines for multiple projects/releases and support deliverables
- Coordinated requirements gathering sessions and reviews with users to clearly define and document
- Achievements: - Project One
- Remote administration of more than 80,000 Microsoft servers of which included HOTMAIL, MSN, Bing etc
- Project delivered MSN Servers in various countries including USA, UK, Canada, Japan, and China via remote methods
- Maintained and managed Windows 2003/2008 servers
- Monitored SCOM and MOM service alerts of Microsoft servers
- Major involvement in co-coordinating with datacentre technicians to identify and troubleshoot server issues including hardware failures on RAID configurations and other general ‘hands and feet work’
- Responsible for monitoring, managing and remote administration of web servers and SQL Servers
- Removed and returned server infrastructure from load balancer nodes
- Maintained system parameters, service management, disk space and paging
- Verifying error ratio and latency issues via tracker tool
- Developed scripts to demote and promote servers online/offline to replace no hot-swappable hardware components
- Performed role flip on primary/secondary servers to troubleshoot the alerting primary server
- Created and ran conference calls to resolve high priority and production affected issues
- Achievements: - Project Two
- Provided primary support for tiered environment within the Operations Centre to ensure timely and quality customer service is provided to all Microsoft.com platform customers as stated in Service Level Agreements
- Resolved client issues on the following: Microsoft.com web front, in addition to business tools necessary for the Microsoft.com production environment, Site issues, tools issues, issues on Blogs and Forums, Communities, Download Centre
- Verified, prioritized, escalated, and resolved issues based on procedures
- Experienced with Microsoft’s internal tools, including MSE, DMS, Pubwiz, Linktrax, FWLink etc
- Maintained and monitored Microsoft.com production and Beta environments to meet availability and uptime requirements
- Provided initial research and troubleshooting for all customer issues related to Microsoft.com internal tools
- Communicated issues/resolutions effectively within Microsoft.com operations, Microsoft groups and customers via phone and e-mail correspondence
- Ensured escalated support and operational issues are resolved within SLAs
- Interaction with client/user on daily basis through phone/Messenger
- Created, and attended technical bridge calls/Meetings
- Setup basic and through tests utilising monitoring tools such as Cluster sentinel, Keynote, Site scope
- Removed and returned server from rotation in NLB and suppression for monitoring
- Monitored SQL environment, including jobs and replication, plus troubleshooted and ran SQL scripts
Technical Support Analyst
Tech Mahindra
04.2008 - 04.2010
- Front line support contact for client ‘Elsevier’ (World’s Leading Publisher in Scientific, Technical and Health Publications)
- Trained, supported and mentored new staff
- Managed all SOX (Sarbanes-Oxley Act) IT related requests, concerns and questions ensuring 100% compliance
- Created Oracle, Hyperion, Delta, Dwip, Maxim accounts and supplying accurate professional support
- Created, modified and maintained user’s Windows NT, Windows 2000 and Windows XP, Outlook and VPN accounts by directly connecting to servers using Citrix Remote access thin client solution
- Involved mailbox creation, granting delegate access via personal and group mailboxes
- Troubleshooted email-outlook issues involving archive folders & personal folders related issues
- Installation of Software through Altiris web console
- Monitored Citrix metaframe server sessions and troubleshooting issues
- Directly managed all escalations of critical issues and potential dissatisfied customers, taking ownership in resolving issues, escalated issues to authorities if necessary and followed up with customers through frequent e-mails and call-backs processes
Education
Bachelor of Computer Sciences -
St. Ann’s Degree College
Hyderabad 01.2006 - 01.2008
Certificate IV in Web Based Technologies -
TAFE NSW
Sydney, NSW 01.2020 - 12.2020
Skills
- Infrastructure Support
- Remote & Onsite
- Multitasker
- Time Management
- Work Prioritisation
- System Administrator
- Engineering
- Calm
- Resilient
- Communication skills
- Interpreted
- Follow project & technical specification
- Attention to detail
- Troubleshooting
- Implementation of Procedures
- Processes
- Willingness to learn
- Develop
- Relationship & Customer Focus
- Clear & articulate communications
- Research
- Proactiveness in tasks
- Windows OS
- Virtualisation Platforms
- Windows Server
- Other Operating Systems
- Administrative IT Tools
- Cisco network infrastructure solutions
- Database management
- Business core applications
- Office 365
- ITSM Tools
- Bluecoat Proxy
- VPN
- PowerShell
- Web Based Technologies
User acceptance testing
Incident management
Cross-functional coordination
Timeline
IT Product Support Analyst
Vita Group Pty Ltd
12.2022 - 02.2023
Application Support Analyst & Software Operational Tester
Biode Pty Ltd
06.2022 - 12.2022
Certificate IV in Web Based Technologies -
TAFE NSW
01.2020 - 12.2020
IT Administrator
Averda
02.2015 - 12.2015
IT Senior Support Officer
Kleindienst Group
10.2012 - 02.2015
Senior Project Analyst
HCL Technologies
05.2010 - 06.2012
Technical Support Analyst
Tech Mahindra
04.2008 - 04.2010
Bachelor of Computer Sciences -
St. Ann’s Degree College
01.2006 - 01.2008
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