Naga Nerusu
Robertson
Summary
Over eight years of experience as a System Administrator, offering hands-on expertise in developing secure solutions and automating processes to drive organizational success. Successfully managed user accounts, passwords, user privileges, and access controls, while creating and installing network hardware to ensure a reliable, optimized network infrastructure. Effectively documented all activities, reducing IT technical support tickets, and successfully migrating 1,500 user accounts across two domains with a 99.9% uptime.
Overview
8
8
years of professional experience
Work History
Technical Support Coordinator
Toowoomba Regional Council
02.2024 - 09.2024
- Lead a team of Service Desk Engineers by providing guidance and support during the delivery of technical support services
- Develop an operational plan for the team including allocation of resources
- Ensuring efficient use and data integrity of the Service Desk, adhering to SLAs while taking proactive measures for improved performance/efficiency
- Supervision of the Service Desk Engineers
- Responsible for the overall health and scorecard of the team
- Supervision of dispatching, allocation & scheduling of tickets and workloads
- Assist in the management of technical toolsets and integrations
- Carry out general administrative tasks and assist with various responsibilities for the Service
- Desk Manager
- Provided troubleshooting services for advanced features of office 365 applications including
- SharePoint, OneDrive, Citrix, Nord Vpn and Microsoft Teams.
IT Systems Lead Officer
Russell Mineral
03.2021 - 08.2024
- Worked closely with executives of the mechanical and mining departments to design, build, and maintain IT infrastructure that is robust, well-managed, and well-developed across multiple sites.
- Lead the decision-making process by preparing technical reports, specifications, and trend analysis to inform management.
- Effectively lead and manage staff, adhering to unit and organizational goals, policies, and procedures.
- Assisted team in meeting enterprise service levels by applying incident management processes for primary incidents, problems, and configuration management.
- Provided timely support to clients by conducting thorough investigations and diagnoses of incidents, and providing remedial actions to ensure agreed Service Levels are maintained.
- Provided operational support (on-site and remote) to global sites as required.
- Performed server administration tasks (e.g., user/group, security permissions, group policies, print services); researched event-log warnings and errors; and monitored resources to ensure that systems architecture components work together seamlessly.
- Monitored data center health using existing management tools, and responded to hardware issues as they arose; helped build, test, and maintain global infrastructure when needed.
- Maintained internal infrastructure requirements, including laptop and desktop computers, servers, routers, switches, printers, phones, and security updates.
- Performed routine and scheduled audits of all systems, including backups.
- Championed innovation and continuous improvement initiatives.
- Developed policies, procedures, protocols, and standards related to security operations.
- Worked closely with human resources to support employee management and organizational planning.
Senior Technology Officer
Resume Naga Nerusu, eHealth Queensland, Southwest DPT
Toowoomba
08.2018 - 12.2020
- Provided level 1, 2, and 3 phone and onsite IT support, problem detection, and resolution to users of Queensland Health (approximately 7,500 users across the Southwest Department).
- Performed regular maintenance activities such as patching servers and systems according to best practices guidelines.
- Met with users, vendors and technicians to determine computing requirements.
- Monitored and managed the VNX storage array, local VMware ESXi environment, and Novell.
- Developed data security and disaster recovery procedures.
- Participated in the testing process prior to deployment of new applications or updates into production environments.
- Planned backup strategies for critical data assets in accordance with corporate requirements.
- Designed, implemented, monitored, and maintained network security measures.
- Coordinated training sessions for users on new technologies or upgrades.
- Managed the installation of new hardware components and ensured compatibility with existing systems.
- Implemented disaster recovery plans in order to minimize downtime during outages or other incidents.
- Tested new models of printers, and the creation of Micro Focus iPrint queues, and maintenance.
- Created and monitored generic accounts, accessed and monitored the anti-virus console, active directory, Novell eDirectory, group policy management, and SCCM to serve the customers of eHealth Queensland.
- Ensure accurate records, documents, and service catalog on the installation of software, configuration of hardware, and problem troubleshooting.
Technology Officer
Queensland Treasury
05.2018 - 08.2018
- Take ownership of first and second response in ticket handling including accurate recording, prioritizing, monitoring, communication and closure of incidents and requests to meet KPI’s and quality standards using Service Now Monitoring Tool
- Resume Naga Nerusu
- Accessing and monitoring Anti-virus console, Active directory, Group policy management and SCCM
- MS Exchange server Outlook E-mails creation, deletion and PST, OST repairs
- End user support and Remote worker support for Windows 7, 8 and 10 Desktop and laptop users
- Deploy security updates using SCCM Software Update Point (SUP) and Windows Server
- Update Services (WSUS)
- Ability to Create and manage packages, collections, and advertisements for software deployments.
ICT Officer
Whyalla beef Pvt. Ltd, Foods Australia
12.2016 - 01.2018
- Maintained and supported systems, workstations, mobile devices, printers and peripherals; responded to user service requests; and resolved trouble tickets
- Ensured system security for desktop, mobile and cloud environments
- Closed 95% of trouble tickets on the first call without escalation
- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more
- Consistently logged and monitored ticket status to ensure fast, quality resolution of every issue
- Set up secure Wi-Fi, LAN, Access points and VoIP networks at remote locations
- Provided level 1 and 2 technical support for 150+ users
- Monitored WSUS, anti-virus console, Active Directory, and Group Policy Management.
- MS Exchange Server Outlook emails creation, deletion, and PST, OST repairs.
Education
Master of Computing Technology Extd -
University of Southern Queensland
Toowoomba, QLD07.2016
Skills
- Service desk management
- Technical troubleshooting
- Ticket support system management
- Knowledge base management
- Operational planning
- User training
- Team leadership
- Escalation management
- Windows exchange
- ITIL framework
References
Referees: Hayden Smith Technology services Manager, Toowoomba regional Council Phone no: 0475410748 Piyum Herath Project Manager, Southwest DPT, eHealth Queensland. Phone No: 044895987
References
References available upon request.
Timeline
Technical Support Coordinator
Toowoomba Regional Council
02.2024 - 09.2024
IT Systems Lead Officer
Russell Mineral
03.2021 - 08.2024
Senior Technology Officer
Resume Naga Nerusu, eHealth Queensland, Southwest DPT
08.2018 - 12.2020
Technology Officer
Queensland Treasury
05.2018 - 08.2018
ICT Officer
Whyalla beef Pvt. Ltd, Foods Australia
12.2016 - 01.2018
Master of Computing Technology Extd -
University of Southern Queensland
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