Naveen Chowdary Nadella
Melbourne,Australia
Summary
Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
2
2
years of professional experience
Work History
Technical Support
EG PTY LTD
12.2022 - 01.2025
- Handling Both L1 and L2 Issues: Managed and resolved both basic and complex IT issues, offering first-line support (L1) and diagnosing advanced technical problems (L2), ensuring a seamless experience for end-users
- Efficient Ticketing System Usage: Utilized industry-standard ticketing systems (e.g., ServiceNow, Zendesk) to track, prioritize, and manage incoming service requests and incidents, maintaining clear communication with end-users throughout the resolution process
- User-Centric Support: Delivered exceptional customer service through clear communication, handling basic queries and providing step-by-step troubleshooting instructions, while ensuring that complex issues were escalated to L2 in a timely and efficient manner
- Resolution of Common and Complex Issues: Provided initial support for common software, hardware, and network problems (L1), and managed deeper system issues, configurations, and server-side troubleshooting (L2)
- Building & Updating Knowledge Base: Created and updated internal documentation and knowledge base articles for both L1 and L2 support, enabling faster resolution times and knowledge sharing across the team
- Proactive System Monitoring: Actively monitored and maintained server health, network configurations, and system performance, identifying potential issues before they impacted end-users, particularly in L2 support
- Installation & Configuration: Installed, configured, and maintained various software applications and hardware devices, from end-user devices to servers, ensuring they met the necessary technical specifications and were fully operational
- Collaborative Approach: Worked closely with other IT teams (network, database, infrastructure) to resolve complex issues that required cross-functional expertise, ensuring fast and effective problem resolution
Software Development Intern
WeClan
09.2022 - 12.2022
- Utilized various software to handle debugging and automation scripting tasks.
- Analyzed user needs and software requirements to determine design feasibility.
- Collaborated with development teams to coordinate build integration.
- Employed integrated development environments (IDEs).
- Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
- Established clear system performance standards and wrote specifications.
- Wrote technical documents and manuals for new software being developed.
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Ensured compliance with security protocols throughout all stages of the development process.
Education
Professional Year Program - Information, Communications & Technology
ECA Professional year
Melbourne01.2023
Masters - Networking in Cyber Security
Melbourne Institute of Technology
MELBOURNE01.2021
Bachelors - Computer Science
Andhra University
INDIA01.2018
Skills
- Project Management
- Resource Allocation
- System Administration
- Effective Communication
- Vendor Relations
- Team Leadership
- Business Testing & Troubleshooting
- Strategic Planning
- Continuity
- Data Backup & Recovery
- Networking Problem Diagnosis
- Computer Software and Hardware Troubleshooting
- Network Performance Monitoring
- Routine Maintenance of Networking Components
- LAN/WAN Performance Evaluation
- Security Configuration
- Networking Equipment Configuration
- Windows Vista
- Windows 7
- Windows 8
- Windows 10
- Mac OS X
- Oracle
- Active Directory
- Servers
- Microsoft Office
- C
- C
- Linux
- Technical support
- Ticketing systems
- Network troubleshooting
- Incident management
- Software installation
- LAN/WAN Networking
- Hardware expertise
- Application support
- Ticket management
- System troubleshooting
- Network configuration
Availability
Full time work rights (Visa Valid Upto 04/30/27), got 190 Invite, waiting for Grant, Victoria full unrestricted driver Licence
References
Available upon request
Timeline
Technical Support
EG PTY LTD
12.2022 - 01.2025
Software Development Intern
WeClan
09.2022 - 12.2022
Professional Year Program - Information, Communications & Technology
ECA Professional year
Masters - Networking in Cyber Security
Melbourne Institute of Technology
Bachelors - Computer Science
Andhra University
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