Summary
Overview
Work History
Education
Skills
Languages
Personal Information
References
Hobbies and Interests
Availability
Professional Attributes
Timeline
Generic

Manikanta Katta

Elizabeth Vale,Australia

Summary

Experienced Service Desk Professional with a solid background in technical support and a proven ability to resolve complex IT issues efficiently. Recognized for delivering exceptional customer service, enhancing user satisfaction, and ensuring smooth IT operations. Known for strong communication skills, problem-solving capabilities, and a collaborative mindset. Adaptable and dependable, with a consistent focus on team success and continuous service improvement.

Overview

4
4
years of professional experience

Work History

Service Desk Analyst

Smart Energy and Automation Pvt Ltd
11.2023 - 08.2024
  • Delivered remote IT support via phone and remote desktop tools
  • Logged and resolved IT incidents and service requests using ticketing systems
  • Diagnosed software, hardware, and network issues; implemented solutions
  • Maintained accurate helpdesk documentation and followed escalation protocols
  • Provided timely support for email, account, and connectivity problems

Customer Service Consultant

Probe
09.2021 - 04.2023
  • Resolved customer queries via phone, email, and chat
  • Managed CRM records and maintained accurate documentation
  • Supported complaint handling, escalations, and service process improvements
  • Trained new staff and ensured adherence to service standards
  • Gained in-depth understanding of company products, systems and policies to give customers expert support.
  • Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.

Sales Support Specialist

MYER
07.2020 - 04.2021
  • Assisted customers with product inquiries and order troubleshooting
  • Monitored ticket queues and followed up on unresolved issues
  • Contributed to customer training and created feedback/sales trend reports
  • Managed customer accounts, responding to inquiries and resolving customer service issues
  • Assisted customers with sales needs such as inventory and shipping questions.

Education

Professional Year Program - Australian Business Culture, Career Success, Professional Communication, Internship Preparation

Performance Education
Melbourne, VIC
07.2022

Master of Information Systems - E-Business Systems, ICT Service Management, Business Intelligence using Big Data, Business Process Management, Datawarehouse and Mining, Database Design and Development, Information Systems Analysis and Design

Central Queensland University
Melbourne, VIC
07.2020

BBA - Database Management Systems, Business Ethics and Values, Organizational Behavior

Vignan University
08.2017

Skills

  • IT Service Management & Helpdesk Tools
  • CRM Software (Salesforce, custom systems)
  • Operating Systems: Windows 8, 9, 10
  • Microsoft Office Suite (Word, Outlook, Teams, OneNote, OneDrive)
  • Incident Management & Troubleshooting
  • Network Connectivity & Email Configuration
  • Excellent written and verbal communication
  • Remote technical support
  • Network troubleshooting
  • Client relationship management
  • Incident management

Languages

English
Telugu
Hindi

Personal Information

Visa Status: Subclass 491 – Full Time Work Rights

References

Available upon request

Hobbies and Interests

  • Enjoy sports like badminton and volleyball
  • Socializing
  • Long drives

Availability

Available immediately (24/7); Open to relocation across Australia

Professional Attributes

  • Strong problem-solving mindset and attention to detail
  • Dependable, proactive, and team-oriented
  • Able to multitask and prioritize in dynamic environments
  • Demonstrates initiative in learning and continuous improvement

Timeline

Service Desk Analyst

Smart Energy and Automation Pvt Ltd
11.2023 - 08.2024

Customer Service Consultant

Probe
09.2021 - 04.2023

Sales Support Specialist

MYER
07.2020 - 04.2021

Professional Year Program - Australian Business Culture, Career Success, Professional Communication, Internship Preparation

Performance Education

Master of Information Systems - E-Business Systems, ICT Service Management, Business Intelligence using Big Data, Business Process Management, Datawarehouse and Mining, Database Design and Development, Information Systems Analysis and Design

Central Queensland University

BBA - Database Management Systems, Business Ethics and Values, Organizational Behavior

Vignan University

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Manikanta Katta