MIDHIL ANDUGULA
Melbourne,VIC
Summary
Goal-driven IT Support Engineer with a proven track record of installing, configuring, and maintaining IT systems, servers, and software to ensure seamless operations. Proficient in managing user accounts, group policies, and permissions in Active Directory, and adept at administering Microsoft 365 services to enhance productivity and collaboration. With a proactive approach and commitment to excellence, consistently delivers effective solutions to meet organizational objectives.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Engineer - Contract
DHL
01.2023 - Current
- Providing technical support to end users via phone, email and in person.
- Troubleshooting computer hardware and network devices, as well as replacing and upgrading parts.
- Creating tickets on ticket tracking software and closing as per Service Level Agreement.
- Configuring and troubleshooting user accounts and permissions on Microsoft Office365 and Active Directory.
- Managing Microsoft Azure, Azure AD, and supporting Hybrid infrastructure environments.
- Onboarding users, managing security groups, and configuring required access.
- Setting up and supporting cloud accounts, MS Exchange, SharePoint, and AWS (EC2 & EBS).
- Configuring and troubleshooting various printers, scanners and multi-function devices.
- Monitoring backups, ensuring data integrity and timely recovery.
- Implementing and supporting VPN solutions for secure remote access for users.
- Administering VMware and Hyper-V virtualization environments, optimizing resource allocation.
- Preparing network documentation and knowledge base.
Customer Service Representative
Wash IT Australia
03.2022 - 06.2024
- Welcomed customers as they arrive at the facility and provided them with information about services available.
- Explained various vehicle wash packages, additional services, and any promotions or discounts.
- Managed appointments for wash services, both in person and over the phone.
- Handled transactions accurately, including cash, credit/debit card payments, and issued receipts.
- Upsold additional services, such as waxing and interior cleaning.
- Informed customers about loyalty programs and encouraged signups to build customer retention.
- Addressed and resolved customer complaints and issues professionally and escalated unresolved issues to the manager.
IT Helpdesk Support – Contract/Internship
CYBERGEEK
10.2022 - 12.2022
- Setup laptops and desktop computers for users.
- Assisted in diagnosing and troubleshooting technical issues.
- Escalated the unresolved issues to the next level of support personnel.
- Maintained inventory records and conducted audits to track hardware and software.
- Assisted with basic network troubleshooting and connectivity issues for users.
- Installed, configured, and updated software applications according to user requirements.
- Assisted in user account management and password resets for system access.
- Supported remote users with basic technical assistance and troubleshooting via remote connection tools.
Education
Master’s - Data science
Deakin University
09.2024
Bachelor’s - Electrical and Electronics Engineering
Gayathri Vidya Parishad college of engineering
06.2021
Skills
- Networking: DHCP, DNS, TCP/IP, Router, Switches
- Cisco
- Meraki networking equipment
- Virtual Technologies: Hyper-V, VMware, Virtual Infrastructure
- Operating Systems: Microsoft Windows 10, Windows 11, Windows Server 2019, MacOS
- Applications: Microsoft Office 365, Desktop Apps, RMM, ZOOM, MS Teams
- Cloud Technologies: Office 365, Microsoft Azure, Active Directory, SharePoint, MS Teams
- Ticketing: Kaseya, OS Ticketing, ServiceNow
- Backup Technologies: Windows Backup, Office 365 Backup, Altaro, IDrive, Backup Tools
- Cybersecurity
- Hardware, Software and Network: Installation, Upgrading, Assembly, Configuration, Maintenance
- Remote desktop support
- Network troubleshooting
- Help desk support
- IT asset management
Certification
Troubleshooting IT Remote Administration (LinkedIn)
SharePoint Admin Essential Training (LinkedIn)
Microsoft Azure AI Fundamentals (AI-900)(Microsoft)
Figma Essentials (LinkedIn Learning)
Timeline
IT Support Engineer - Contract
DHL
01.2023 - Current
IT Helpdesk Support – Contract/Internship
CYBERGEEK
10.2022 - 12.2022
Customer Service Representative
Wash IT Australia
03.2022 - 06.2024
Bachelor’s - Electrical and Electronics Engineering
Gayathri Vidya Parishad college of engineering
Master’s - Data science
Deakin University