MANIKANTA SAI PUPPALA
Melbourne,VIC
Summary
IT Support Officer with strong and expertise in customer service, hardware and software configuration, system implementation, and troubleshooting with Microsoft Azure Fundamentals (AZ-900),and ITIL V4 certification, I am excited to apply my skills and knowledge in operating system, virtualization ,cloud computing, remote access system, and Mobile Device Management(MDM) to help organization in achieving their IT goals .I am seeking a fresh challenging role where I can leverage my technical expertise, problem-solving skills, and customer service experience to provide excellent technical solutions and support to users.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Support Engineer
EXTRATECH
03.2023 - 08.2024
· Creating, maintaining, resolving tickets through ITSMApplication (Service Now) and addressing and classifying them based on their priority. Providing guidelines, editing and documentation to staff when required instructions access through email for staff members to follow-up steps based on the requirements.
· Documentation of processes and procedures within the ICT Department.
- Troubleshooting software and hardware related issues.
- Troubleshooting client-side mail system and standard applications Like Outlook, MS Office install and configure Local & network printers.
- Creating users, giving permissions to users and adding users to necessary groups in windows Active Directory on windows server 2019 and 2022.
- Providing technical support to clients via mail, phone and onsite support.
- Escalating the tickets to higher level technical support team if the ticket is not resolved.
- Deploying applications and managing the company devices using Microsoft Intune.
- Completing the tasks within the SLA timeframe.
Education
Master of Science - Computer Networking
Charles Sturt University
09-2021
Skills
- Remote monitoring tools Remote Desktop Connection, Any Desk, Team Viewer
- MS 365: Identity Management, Exchange Online, Teams Admin, Share Point Admin, Intune
- IT Ticketing system Tools: Zendesk, ServiceNow
- Servers: DHCP server, DNS server, Print server, File server
- Browsers: MS Edge, Chrome, Safari, Firefox
- Operating Systems: Windows 10/11, Mac
- Networking: Basic networking port forwarding, VLAN, LAN TCP/IP
- Server Operating Systems: Windows server 2016, Windows server 2019, Windows server 2022
- Communication system: Microsoft Teams, Zoom, VoIP
- Virtualization: VMware, Hyper-V
- Microsoft Azure, Entra ID
Certification
- Microsoft Azure Fundamentals (AZ-900)
- ITIL V4 foundation (from LinkedIn learning)
- Cisco Certified Support Technician Networking (CCST)
Working Rights
Temporary Graduate (Subclass 485 ) with full working rights
Timeline
IT Support Engineer
EXTRATECH
03.2023 - 08.2024
Master of Science - Computer Networking
Charles Sturt University
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