Summary
Overview
Work History
Education
Skills
Personal Pursuits
Timeline
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Naga Phanindra Chowdry Mandalapu

Perth,WA

Summary

Dedicated and skilled IT Support Engineer with over 3.5 years of experience in technical support, system administration, and troubleshooting across different IT environments. Well-versed in Windows Administration, Azure Entra, Microsoft Intune, Active Directory, and ServiceNow. Experienced in solving hardware, software, and network issues quickly and effectively to keep systems running smoothly and support users. Known for strong communication, leadership, and problem-solving skills, with a clear and organized approach to improving IT processes. Passionate about making IT systems more efficient, reducing issue resolution times, and increasing user satisfaction. Available to start immediately and open to relocating anywhere based on job requirements.

Overview

6
6
years of professional experience

Work History

IT Support Engineer

EjAustralia/Infosys/Woodside
06.2024 - 03.2025
  • Logged, resolved, and monitored incidents/service requests using ITSM tools as part of the Global Information Management (IM) team, efficiently managing multiple tasks and prioritizing them based on urgency and impact.
  • Installed, configured, tested, maintained, and monitored new and updated software applications and patches to ensure system stability and compatibility.
  • Maintained clear procedures and documentation for network troubleshooting and fault resolution, ensuring consistency in issue diagnosis and long-term maintenance.
  • Worked closely with business and functional users to gather, define, and document business requirements for application upgrades and service enhancements within agreed timeframes.
  • Analyzed and evaluated business processes, procedures, and work practices with a strong focus on hardware asset lifecycle management, utilizing CMDB processes to ensure accurate tracking and governance of IT assets.
  • Deployed application solutions following the ITIL framework, maintaining high standards of quality and integrity in accordance with proven system practices.
  • Performed system analysis and problem resolution for reported issues, involving thorough troubleshooting and validation processes.
  • Developed clear system and functional specifications used by development teams for solution implementation.
  • Maintained proper configuration standards and procedures to support efficient network issue resolution and system fault monitoring.
  • Identified system inefficiencies and recommended improvements to optimize functionality and reliability, especially in maintaining backup reports and analyzing failure trends.
  • Supported end-user environments through workstation setup, video conferencing room configuration, and incident resolution.
  • Utilized data and process modelling techniques to produce accurate system specifications for software design and development.
  • Gained hands-on experience with a wide range of enterprise applications and IT support tools, including Microsoft Intune, Azure Entra (Azure AD), Active Directory, Citrix, Microsoft 365 suite (Exchange, Teams, SharePoint), ServiceNow, SCCM, CMDB/AMDB tools, and various remote support tools such as Quick Assist and Remote Desktop.

Field Service Engineer

Team Global Express
12.2023 - 04.2024
  • Delivered regular SLA performance reports and service analytics to management, helping drive informed decisions and continuous service improvement.
  • Reviewed proposed changes to IT systems, assessing potential risks and coordinating implementation while minimizing business disruption.
  • Processed and fulfilled user service requests, including resource provisioning, user onboarding/offboarding, and software installations in compliance with internal policies.
  • Provided technical support for hardware (PCs/Macs), software applications, network connectivity, and printing services in a hybrid support environment.
  • Engaged directly with clients and end-users to resolve technical issues, escalating high-priority concerns to IT managers while adhering to escalation protocols and ITIL procedures.
  • Supported Windows 11 rollout projects, including device replacements, compatibility checks, post-migration validation, and application testing to ensure seamless transitions.
  • Worked closely with Windows 11 migration teams to coordinate deployment schedules, address user concerns, and minimize downtime during the upgrade process.
  • Maintained and optimized IT infrastructure, including desktops, laptops, printers, and peripheral devices, ensuring reliable and secure operations across all user environments.
  • Analyzed service metrics, incident trends, and end-user feedback to identify areas for improvement and contribute to the development of best practices in IT support.
  • Participated as an active member of the wider technology and support team, contributing to project planning, implementation, and cross-functional IT initiatives.
  • Collaborated with third-line support and external vendors to resolve complex technical issues, adhering strictly to ITIL-based service management practices.
  • Played a key role in onsite support operations by installing, configuring, maintaining, and repairing systems and equipment across various client locations.
  • Ensured all IT assets were managed effectively through routine maintenance, updates, and lifecycle management, supporting operational efficiency and compliance.

IT Support Field Engineer

Unisys/Dell/Lenovo
04.2023 - 07.2023
  • Responded efficiently to technical support calls from staff and customers, providing timely resolutions and ensuring minimal downtime.
  • Played a crucial role in handling and closing hardware-related tickets, significantly reducing disruptions and enhancing user productivity.
  • Worked collaboratively with the IT infrastructure team to optimize network performance, resulting in improved connectivity, faster data access, and reduced latency.
  • Diagnosed and resolved complex hardware failures through structured troubleshooting, restoring functionality and maintaining service continuity.
  • Contributed to user-focused IT solutions by participating in scenario-based mapping and workflow analysis, aligning system design with operational needs.
  • Supported IP allocation and server segmentation, enhancing network efficiency and ensuring scalable, secure configurations.
  • Assisted in the installation and configuration of open-source operating systems, maximizing system performance and optimizing hardware resource usage.
  • Actively resolved issues related to servers, hard drives, and networking devices, ensuring business continuity and maintaining system integrity.
  • Maintained and supported end-user devices, ensuring smooth operation of desktops, laptops, and peripherals through regular maintenance and updates.
  • Delivered reliable on-site technical support covering client networks, software deployments, configuration tasks, and real-time troubleshooting.
  • Took part in various networking initiatives, including configuring switches/routers, resolving connectivity issues, and monitoring local network health.
  • Ensured end-to-end support for both hardware and software environments in client-facing field support roles, enhancing user satisfaction and system reliability.

IT Support Engineer

BiQ Solutions/Total IT Global
07.2021 - 04.2023
  • Resolved a variety of system-related incidents and service requests using ServiceNow, ensuring timely prioritization and closure of data and infrastructure issues.
  • Provisioned and configured new user devices, conducted user onboarding/offboarding, and managed user account administration throughout the entire IT infrastructure lifecycle.
  • Delivered consistent First Call Resolution (FCR) to clients by diagnosing and resolving issues efficiently, improving customer satisfaction and service quality.
  • Installed and configured servers, network printers, and deployed essential software packages, ensuring optimal functionality and performance.
  • Maintained and monitored hardware systems, web servers, and supporting applications to ensure accuracy, availability, and business continuity.
  • Performed Windows OS deployments, mailbox migrations, and device imaging using tools like Microsoft Intune, supporting both Windows and macOS environments.
  • Provided full-scale support for desktops, laptops, and peripherals, ensuring seamless performance through installation, configuration, and routine maintenance.
  • Resolved hardware and infrastructure issues, including server crashes, hard drive replacements, and network equipment troubleshooting, including switch and router operations.
  • Managed assigned IT projects from planning through execution, meeting deadlines while coordinating with stakeholders and cross-functional teams.
  • Acted as a first point of contact for users facing technical issues, offering guidance, resolving infrastructure-related queries, and escalating as necessary.
  • Participated in release management processes, ensuring that updates and rollouts were effectively scheduled, tested, and deployed.
  • Identified recurring errors and bottlenecks, implementing proactive fixes and process improvements to reduce downtime and enhance service delivery.
  • Delivered expert support across multi-OS environments (Windows, Linux, macOS), utilizing strong problem-solving and communication skills to troubleshoot and resolve technical issues quickly.

Software Trainee

EVERI INIDA PRIVATE LIMITED
06.2019 - 02.2020
  • Contributed to end-to-end software development, actively participating in all phases including system design, coding, unit testing, debugging, and deployment, ensuring delivery of high-quality applications.
  • Developed and executed test cases to verify functionality, identified and logged bugs, and ensured that all unit and integration tests were passed before releases.
  • Maintained comprehensive and up-to-date technical documentation, covering code structures, design decisions, and testing procedures to support maintainability and team collaboration.
  • Designed and built responsive, user-friendly web applications using technologies such as HTML5, CSS3, Bootstrap, JavaScript, jQuery, SQL, and Angular (6 to 8+), with a focus on creating Single Page Applications (SPAs) and seamless RESTful service integration.
  • Followed the Agile development methodology, participating in daily stand-ups, sprint planning, and reviews to ensure continuous delivery and alignment with project goals.
  • Utilized AWS Identity and Access Management (IAM) for creating and managing users, groups, roles, and permission policies, supporting secure and organized access control within cloud environments.
  • Gained a strong understanding of cloud security and compliance, with practical knowledge of services like AWS Config, CloudTrail, VPC, and Security Groups to monitor and safeguard infrastructure.
  • Actively monitored AWS EC2 and RDS instances using tools like Site24x7 and New Relic, identifying performance issues and ensuring high availability of services.
  • Focus Areas & Key Learnings: Gained solid grounding in software development best practices, quality assurance processes, technical documentation, and cloud security fundamentals, preparing for full-stack and DevOps-oriented roles.

Education

Bachelor Of Information Technology - Information Technology

Andhra University
Vizag
2018

Master Of Information Technology - Network Security

Charles Sturt University
2021

Skills

  • Active Directory management
  • Intune management
  • Azure Active Directory
  • Microsoft Exchange
  • SCCM deployment
  • User account administration
  • SCCM troubleshooting
  • System troubleshooting
  • SCCM administration
  • Network configuration
  • Incident management
  • Technical support
  • ITIL framework
  • Software installation
  • IT infrastructure management
  • Customer service
  • Software support
  • LAN/WAN
  • Hardware diagnostics
  • Operating systems
  • Application support
  • Service desk support
  • Remote technical support
  • Network troubleshooting
  • System configuration
  • Technical troubleshooting
  • Service desk team management
  • User account management
  • Hardware maintenance
  • ITIL processes
  • Computer diagnostics
  • Troubleshooting and Diagnostics
  • Hardware and software configuration
  • Hardware installation
  • Desktop support
  • Support end-users
  • Remote assistance
  • Repair hardware
  • Software diagnosis
  • Hardware troubleshooting
  • Javascript
  • Proficient in HTML
  • PL programming
  • Software lifecycle management
  • Code versioning
  • Mobile app development
  • Agile development methodologies
  • Software testing
  • Database programming
  • Software development
  • Amazon EC2 administration
  • AWS S3 bucket management
  • AWS infrastructure management

Personal Pursuits

  • Travel
  • Music
  • Reading

Timeline

IT Support Engineer

EjAustralia/Infosys/Woodside
06.2024 - 03.2025

Field Service Engineer

Team Global Express
12.2023 - 04.2024

IT Support Field Engineer

Unisys/Dell/Lenovo
04.2023 - 07.2023

IT Support Engineer

BiQ Solutions/Total IT Global
07.2021 - 04.2023

Software Trainee

EVERI INIDA PRIVATE LIMITED
06.2019 - 02.2020

Bachelor Of Information Technology - Information Technology

Andhra University

Master Of Information Technology - Network Security

Charles Sturt University

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Naga Phanindra Chowdry Mandalapu