Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Manikrishna Suddala

Melbourne,Australia

Summary

Technical support specialist with proven track record in troubleshooting and resolving complex technical issues. Adept at leveraging technical knowledge to improve system performance and ensure seamless user experiences. Strong focus on team collaboration and adaptability to meet evolving needs. Known for effective communication, problem-solving skills, and reliability in high-pressure environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

ICT Technical Support

Austin Health
11.2023 - Current
  • Provided expert support for Microsoft 365 Admin Center functionalities, specializing in Multi-Factor Authentication (MFA) reset procedures
  • Assisted users in troubleshooting MFA challenges, including authentication issues and device configurations
  • Configured and enabled Cisco Catalyst switches to support VLAN segmentation and optimize network traffic flow
  • Enabled Bitlocker encryption on Windows PCs to protect data stored on hard drives and removable storage devices
  • Installs and manages Azure Active Directory to centralize identity and access control across your organization, synchronizing your on-premises Active Directory to Azure AD
  • Develops and implements Azure AD conditional Access policies to implement security controls according to users, devices, location, risk level, and more
  • Installs and configures Azure Identity Protection, which detects and responds to suspicious activity and potential threats
  • Provides user support and resolution for Azure AD issues, such as password reset, account lockout, and authentication failure
  • Configure network settings on printers, including network protocols (e.g., TCP/IP, SNMP) and security settings (e.g., firewall rules, port filtering)
  • Experience with configuring access permissions and security policies in HNA environments
  • Utilized Olympus tools to perform proactive system maintenance tasks such as firmware updates, disk checks, and performance
  • Proficiency in planning and executing end-to-end tenant-to-tenant migrations, including data assessment, migration strategy development, execution, and post-migration support
  • Expertise in Microsoft 365 suite, including Exchange Online, SharePoint Online, Teams, and OneDrive for Business
  • Migrate configurations and settings for Microsoft 365 services, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams

IT Support Analyst

Northern Health
08.2023 - 10.2023
  • Company Overview: Melbourne
  • Give end users, such as doctors, nurses, and other medical personnel, assistance with electronic medical records (EMR)
  • Troubleshoot and fix any IT-related difficulties that arose during EMR, including network connectivity issues, printing mistakes, and other hardware and software issues
  • Go-Live and, if necessary, escalate to the appropriate teams or vendors
  • Monitoring the health and performance of the Citrix environment using tools like Citrix Director
  • Configure and maintain synchronization tools (e.g., Azure AD Connect) to ensure user accounts are kept up to date between on-premises and cloud environments
  • ITSM (Cherwell ticketing system) is used to receive, log, classify, prioritize, and allocate tickets
  • Configure and maintain SSO solutions to provide seamless access to cloud-based applications for users
  • Investigate reported events and resolve them in accordance with established service level agreements (SLAs)
  • Monitor call logs and system logs to identify and address end user issues through Cisco phone systems
  • Identify and resolve technical issues with the Power Chart, First Net including software glitches, login problems, and data entry errors
  • Configure and troubleshoot WOW’s (Workstation on wheels) software glitches, login problems
  • Observe established incident management processes, such as ticket escalation
  • During EMR downtime, coordinate and discuss planned adjustments
  • Melbourne

IT Support Analyst

Western Health
07.2023 - 08.2023
  • Company Overview: Melbourne
  • Provide support to end-users, including physicians, nurses, and other healthcare staff on Electronic Medical Records (EMR)
  • Troubleshoot and resolve hardware and software issues, network connectivity problems, printing errors, and other IT-related problems which occurred during EMR Go-Live and escalate to appropriate teams or vendors if needed
  • Coordinate with the teams to ensure proper imaging of the devices and installation of new hardware components, including data migration, software installation, and user training
  • Receive, log, categorize, prioritize, and assign tickets in the ITSM (Cherwell ticketing system)
  • Ensure accurate and timely recording of all incidents, requests, and problems reported by end-users
  • Investigate and resolve reported incidents within defined service level agreements (SLAs)
  • Follow established procedures for incident management, including ticket escalation
  • Coordinate and communicate planned changes during EMR downtime, system upgrades, and maintenance activities to end-users
  • Ensure IT Outage notifications are sent, and users are informed about potential disruptions to IT services
  • Use Cisco phone systems to identify and manage end user issues by tracking call records and system logs
  • IT support responsibilities for Microsoft Intune include (MDM, MAM) device management, application deployment, security enforcement, compliance monitoring, troubleshooting, end-user support, policy updates, reporting, and integration with other services
  • Adhere to healthcare industry regulations, standards, and data privacy, security, and confidentiality policies
  • Maintain a strong understanding of HIPAA (Health Insurance Portability and Accountability Act) requirements and apply them to IT support activities
  • Melbourne

Level 1/2 Support Engineer

Melton Christian College
03.2023 - 06.2023
  • Company Overview: Melbourne
  • Managing and reporting on ticket status (Zendesk) – this makes it easier for employees to have real-time statuses on the progress of their tickets
  • Configure BIOS settings 1st, then image some old Dell and Lenovo laptops for new onboarding contracted employees
  • Set up and configure SOE's new Lenovo laptops for current full-time employees
  • Guide new employees on company security policy changes and familiarize them with the Active Directory setup
  • Maintained servers and systems to keep networks fully operational during peak periods
  • Server Maintenance and Troubleshooting: Proficient in handling server related activities, ensuring smooth operations, and resolving server issues efficiently
  • Knowledgeable in Windows server environment
  • Remote Server Access: Experienced in configuring and managing server access to allow remote connections securely from anywhere
  • VMware Knowledge: Familiar with virtualization technologies and capable of creating, configuring, and managing virtual machines using VMware
  • Single Sign-On (SSO): Skilled in configuring and maintaining SSO solutions, streamlining user access, and enhancing security
  • Cloud Computing (Azure): Familiarity with cloud computing concepts, open to upskilling and gaining hands-on experience in AWS and Azure platforms
  • SCCM (System Center Configuration Manager): Open to learning and training in SCCM for effective system management and software deployment
  • Company changes to Windows 10 and Windows 11
  • Setting up new servers, including operating system installation, configuring network settings, and ensuring appropriate hardware and software are in place
  • Managing user access and permissions on the server, including creating, modifying, or removing user accounts as needed
  • Integration with Other Services: Depending on the organization's setup, you might be responsible for integrating Intune with other Microsoft services like Azure Active Directory, Microsoft Endpoint Manager (MEM) Mobile device management (MDM)
  • Mobile application management (MAM), Microsoft 365 to provide a comprehensive IT management solution
  • Good technical knowledge, skills, and hands-on experience in Software - Windows 10, IOS, Microsoft Office, etc
  • Melbourne

Desktop Support Engineer

Axiom Technology
08.2022 - 03.2023
  • Company Overview: Melbourne
  • Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through the trouble-ticket system (Zendesk)
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
  • Configured hardware, devices, and software to set up workstations for employees
  • Analyzed issues and identify with remote access through RDP troubleshooting methods needed for quick remediation
  • Prioritized, tracked, and documented problem resolutions, notifying customers of issue status
  • Being up-to-date with the features, limitations, and capabilities of various VMware products and staying informed about new releases and updates
  • Delivered technical sales presentations to prospects and presented benefits and value of products
  • In-depth knowledge of MSP servers, CRM tools, and physical and logical networking in a TCP/IP-based LAN
  • Assisting with setting up and configuring backup and disaster recovery solutions for virtual machines and data
  • Good technical knowledge, skills, and hands-on experience in Software - Windows 10, IOS, Microsoft Office, etc
  • Good working knowledge of Active Directory
  • Excellent knowledge of MS Office (particularly MS Excel)
  • Melbourne

Software Engineer

GonoQ
04.2018 - 05.2019
  • Reviewed project specifications and design technology solutions that met or exceeded performance expectations
  • Coordinated with other engineers to evaluate and improve software and hardware interfaces
  • In-depth knowledge and thorough understanding of cloud computing services, which includes knowing networking, servers, databases, and software in the Cloud
  • Thorough knowledge of Microsoft
  • Represented the software applications engineering team during large and complex development projects
  • Managing and deploying Azure solutions
  • Troubleshooting and resolving Azure services-related issues
  • Configuring Azure services to meet the needs of the organization
  • Designing and managing swap space in the cloud environment
  • A clear understanding of core Cloud Computing services is highly crucial for an Azure platform-specific job role
  • You need to understand the basic functioning of Networking, Databases, Software, and Servers in the Cloud
  • Administration of AD, Azure AD, Office 365, Intune, SSO
  • Azure Virtual Network management - routing, firewalls, Load Balancing etc
  • Creating up-to-date documentation and SOP
  • Assist with the design and implementation of new infrastructure solutions
  • Azure Site recovery and backup
  • Migrate servers and services from on-premise VMware to Azure O365 Security, monitoring, and configuration

Education

Master of Networks and Information Security - Information Technology

CQU
11.2021

Bachelor of Engineering - Electronics and Communication

J.N.T.U
07.2016

Skills

  • Microsoft Azure
  • Microsoft Entra Admin Center
  • Advanced computer proficiency (both PC and Mac)
  • Technical Support Triage
  • Remote System Analysis
  • Active Directory
  • Citrix administration
  • Active Directory and User Management
  • Office 365
  • Microsoft Office suites
  • CISCO Phone Systems
  • Microsoft Intune

Certification

  • Microsoft Azure Administrator AZ-104, 02/01/23
  • Core Java, 08/01/18

Languages

English
Full Professional

Timeline

ICT Technical Support

Austin Health
11.2023 - Current

IT Support Analyst

Northern Health
08.2023 - 10.2023

IT Support Analyst

Western Health
07.2023 - 08.2023

Level 1/2 Support Engineer

Melton Christian College
03.2023 - 06.2023

Desktop Support Engineer

Axiom Technology
08.2022 - 03.2023

Software Engineer

GonoQ
04.2018 - 05.2019

Bachelor of Engineering - Electronics and Communication

J.N.T.U

Master of Networks and Information Security - Information Technology

CQU

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Manikrishna Suddala