MANOGNA BARLA
Burwood,VIC
Summary
A self-motivated individual looking for an opportunity to work in a networking role that utilizes my skills and knowledge. I bring along with me a strong understanding of technical, analytical, and interpersonal skills. I am a dedicated individual who exceeds by exceeding the company's expectations by verifying satisfactory work for every given task. Skilled at maintaining positive communication even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
5
5
years of professional experience
Work History
Helpdesk agent
Probe Group
09.2022 - Current
- Answering around 40-70 calls to walk individuals through basic troubleshooting tasks in a friendly manner.
- Lodging trouble tickets with specified SLA time frames.
- Following up with clients to ensure resolution is completed in a timely manner with regular and effective communication and updates.
- 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.
- Documented support interactions for future reference.
- Configured hardware, devices, and software to set up workstations for employees.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Service Desk Analyst - Intern
Wesfarmers
10.2021 - 08.2022
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
Intern
Blue Square Tech Solutions
04.2021 - 09.2021
- Assisting users in finding out the issues in the network and raising tickets using a ticketing tool
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Providing support in Windows: Active Directory, Microsoft Office 365
- Provided project progress updates and proposed solutions to issues.
- Maintained accurate records and documentation of projects to inform stakeholders of progress and updates by sorting and organizing files, spreadsheets, and reports.
- Supported with creating project marketing materials to promote services.
- Analyzed problems and worked with teams to develop solutions.
Technical Analyst
Amazon Development Centre
08.2018 - 06.2019
- Resolved technical issues using machine learning tools specialized to train robots
- Monitored and identified faults in robots and raised tickets when errors or faults were identified
- Controlled, monitored, and checked the inventory in amazon fulfillment centers based in the United States
- Conducted training and buddy-up sessions for the employees and newly joined employees while monitoring their work to aid their progress
- Collated and audited weekly and Quarterly data and worked on the errors
- Scheduled and organized meetings with other leads to assess the business requirements.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Diagnosed software issues and applied troubleshooting techniques to resolve problems.
Education
Master of Information Technology - Computer Networking
Charles Sturt University
Melbourne, VIC07.2021
Bachelor of Computer Science -
Stanley Engineering College
India06.2018
Skills
- TCP/IP, LAN, WAN, VPN, DHCP, DNS, SMTP, UDP & Wi-Fi installation, Switches
- ITIL, Active Directory, Windows 7/8/10/16, OS X, iOS, Android, MAC
- Microsoft Office suite, Google Drive (sheets, docs)
- Ticketing system: Service Now, Atlassian Jira
- Cisco routers and switches
- Switching, Routing, Firewalls, Remote access
Additional Information
International student ambassador – Charles Sturt University
- Helped and supported new students upon arrival.
- Regularly communicated with students, educational consultants, and alumni for upcoming events.
- Organized the university's technical, social, and cultural activities.
- Worked in the core team of the university's international Directorate.
- Administered the orientation process for new students and guided the fresh graduates in their future goals.
References - Available upon request
Timeline
Helpdesk agent
Probe Group
09.2022 - Current
Service Desk Analyst - Intern
Wesfarmers
10.2021 - 08.2022
Intern
Blue Square Tech Solutions
04.2021 - 09.2021
Technical Analyst
Amazon Development Centre
08.2018 - 06.2019
Master of Information Technology - Computer Networking
Charles Sturt University
Bachelor of Computer Science -
Stanley Engineering College
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