Summary
Overview
Work History
Education
Skills
Timeline
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MANIKANTA MADDELA

Sunnybank

Summary

Experienced technical support professional proficient in troubleshooting, network configuration, and customer service. Demonstrated strong analytical skills and effective communication in fast-paced settings. Collaborates with teams to resolve complex issues and adjusts to changing technical demands. Skilled in system diagnostics, software installation, and delivering clear, actionable solutions.

Overview

3
3
years of professional experience

Work History

Technical Support Engineer

Concentrix
11.2023 - Current
  • Handle incoming support requests via phone, email, or chat.
  • Resolve common issues like password resets, software installation errors, and connectivity problems.
  • Log, track, and escalate unresolved issues using help desk tools.
  • Maintain records of issues, resolutions, and user feedback for future reference.
  • Trained new team members on troubleshooting protocols and customer service best practices.
  • Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.

IT Help Desk Technician

Team global express
04.2023 - 09.2023
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk-side support services.
  • Carry out new user procedures including setting up new user accounts in the active directory, creating a new email account, obtaining and setting up hardware, and installing all relevant software onto the machine.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up workstations for employees.
  • Documented support interactions for future reference.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Walked individuals through basic troubleshooting tasks.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Configured hardware and granted system permissions to new employees.

IT Technical Support

Amazon logistics
04.2022 - 03.2023
  • Created user accounts and assigned permissions.
  • Carried out new user procedures including setting up new user accounts in the active directory, creating a new email account, obtaining and setting up hardware, and installing all relevant software onto the machine.
  • Diagnosed and troubleshot hardware, software, and network issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed, upgraded, supported, and troubleshot Windows OS, authorized desktop applications, hardware, and peripheral equipment.
  • Prepped Scanners (TSC6 & TSC7) compliant, enrolled & Wi-Fi ready for operations.
  • Troubleshot hardware issues for tape dispensers and hardware & software issues for Zebra laser printers.
  • Submitted ARMA Tickets & shipped damaged equipment such as laptops, Avery pathfinders, TCS7 & ring scanners to RAD.
  • Updated laptops via ACME & recovered/prevented isolation from the Amazon network.

Education

MBA - Business Administration And Management

Kaplan Business School
Brisbane, QLD
01.2021

Bachelor of Technology - Electronics and Communication Engineering

Bharath University
01.2018

Skills

  • Active Directory
  • Microsoft Office
  • Ticketing System
  • Application support
  • Hardware configuration
  • Software installation
  • Backup and recovery
  • VPN Configurations
  • Microsoft Office 365
  • Software and Hardware Issues
  • Diagnosis and Troubleshooting
  • System Performance Assessments

Timeline

Technical Support Engineer

Concentrix
11.2023 - Current

IT Help Desk Technician

Team global express
04.2023 - 09.2023

IT Technical Support

Amazon logistics
04.2022 - 03.2023

Bachelor of Technology - Electronics and Communication Engineering

Bharath University

MBA - Business Administration And Management

Kaplan Business School

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MANIKANTA MADDELA