Mamatha Chandrakala
Perth,Western Australia
Summary
A detail-oriented professional with a passion for service in the Information Technology having 3+ years of providing support to end users in the financial, Health, Oil and gas industries. Extensive experience monitoring, tracking, and evaluating global IT infrastructure incidents.
To work in a well-established and reputable organization which will provide a challenge oriented career so as improve and hone professional and interpersonal skills and abilities. Working on projects and crisis situations to meet customers 100% satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
On-site Desktop Support Engineer
BP Refinery Hub
03.2022 - Current
- Collaborate with users and 3rd party companies ensure that security software was properly installed on all employee computers, application changes
- Interacted with teams and provided guidance on projects
- Manage end user accounts in AD, access rights to applications and databases, storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.
- Oversees and performs installation, configuration and maintenance of computers, networks, VOIP telephony workstations and/or other related equipment and devices
- Experience providing technical support with Windows Server, Windows, Hyper-V, Exchange, O365,AD, Azure AD, MS Teams
- Implementation and troubleshooting experience of Cloud based hosted platforms, laaS and MDM platforms
- Proactively manage their areas of responsibility, in particular ensuring that delivery of services to internal and external customers is done in accordance with all agreements and standards of service, including Service Level Agreements (SLAs)
- Implementation of change and service request of network requests with multiple third parties
- Imaging and Re imaging laptops and basic setup of mobile & laptop deployment for the new starting users as a part of on-boarding (Worley Parsons, Broad spectrum, Lighthouse Project)
- Conducting real-time monitoring and helping troubleshoot issues with applications such as One-drive, share point, outlook with IT systems
- Mentoring and educating other team members also documentation creation for given customers / teams and Plans implementation of enhancements
- Experience with IT management, ticketing, and tracking system Service now experience plus
- Resolved problems, improved operations and provided exceptional service.
Service Delivery Specialist
IBM
06.2017 - 01.2020
- Helped to devise new business model and ITM architecture , and steps to support it
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
- Having 2 years of experience on Tivoli Monitoring Tool ITM5.x, ITM6.x, Netcool, BMC, service now with good expertise at core level.
- Knowledge on troubleshooting endpoint issues and gateway configurations on servers
- Have experience of managing large enterprise ITM infrastructure covering multiple ITM components distributed across different regions
- Retained existing clients and created new accounts by extending high quality and efficient support service
- Service requests and Changes on different tools such as IBM Maximo, Service now
- Providing L1/L2/L3 support and involved in upgrade and patching activities on Tivoli Monitoring, Netcool by playing active role in troubleshooting issues encountered
- Provided on-call support for P1 priority tickets.
IT Executive
IBM
05.2015 - 04.2017
- Responding in timely manner to service issues and requests
- Receive inbound and make outbound calls, as required, for such purposes as resource/parts management, appointment reminders and escalations where required
- Knowledge on MS Active Directory such as creating and managing domains, preparing disaster recovery strategies
- Experience supporting and deploying systems, Windows operating systems (installing and updating operating systems), Office suite (doing configurations and settings for email/.pst files), network applications, and related technologies
- Handled HP, Dell, Lenovo, Huawei, Cisco UCS Servers managed with multiple flavours of Unix operating system and windows operating systems.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Repairing and replacing equipment as necessary.
Education
Master of Science - Information Technology
Murdoch University
Perth, WA12.2021
Bachelors - Computer Science And Programming
JNTU
Hyderabad05.2014
Skills
- Computer System Window, MacOS
- Cloud Computing : Microsoft Azure, Intune, Windows Autopilot
- Remote Access : TeamViewer
- Computer Software : Microsoft Office (Word, PowerPoint, Excel, and Access), Microsoft Project, Microsoft Office 365(Exchange, SharePoint, Teams), Azure Active Directory
- Networking Tools : Cisco Packet Tracer , GSNA
- Monitoring Tools : ITM, Netcool, Servicenow
- Server Systems : Microsoft Windows Server 2008/2012/2016/2019, Microsoft Active Directory, Hyper Virtualization
- Ticketing System : ConnectWise, Service Now, Fresh Desk, Maximo
- others : Zscaler, Cloudflare ,Incident & Asset Management, SQL
Certification
- IBM Cybersecurity Analyst Professional Certificate, Coursera - November 2021 - December 2022.
- In March 2018 and June 2019, I was recognized and received appreciation mail for providing excellent customer support in IBM for BUPA and Kaufmann clients.
- Received Quarterly employee award Q3,Q4 2022 and Q1 2023 of recognition for dedication and commitment .
- Received outstanding contribution towards Associate with Highest CSAT in Q1 2023.
Soft skills
• Effective communication skills- both written and spoken while working as an ICT Support Officer and IT Support Technician. Experienced in solving and understanding customer inquiries and issues, writing weekly reports, communicating face to face, and answering customer phone calls.
• Presentation skills- experienced in delivering presentations during university studies and delivering ICT related presentations.
• Problem-solving skills gained through extensive problem-solving experience while working as a receptionist solving customer inquiries effectively and efficiently.
• Collaboration skills able to multi-task and prioritize workloads with excellent organizational skills- demonstrated by forming groups to ensure all deliverables are met according to the requirement experienced while taking part in groups projects at Federation University
• Teamwork skills- worked within a team of four as a team leader and successfully completed a university project in time.
• Ability to learn new things quickly- ability to adapt the changes, demonstrated by working various shifts at current employment with different responsibilities.
• Multilingual skills Telugu, Hindi and English
Timeline
On-site Desktop Support Engineer
BP Refinery Hub
03.2022 - Current
Service Delivery Specialist
IBM
06.2017 - 01.2020
IT Executive
IBM
05.2015 - 04.2017
Master of Science - Information Technology
Murdoch University
Bachelors - Computer Science And Programming
JNTU
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