Naga Phanindra Chowdry Mandalapu
Melbourne
Summary
IT Support Engineer with an experience of a more than 2 years in Windows Administration, User Management along with knowledge in Systems Administration and Service Management.
Overview
3
3
years of professional experience
1
1
Certification
Work History
ICT Support Engineer
EjAustralia
06.2024 - Current
- Providing timely assistance to end users experiencing technical issues with hardware, software, or network connectivity
- Installing, configuring, and maintaining desktop computers, laptops, printers, and other peripherals for end users
- Offering technical support and troubleshooting expertise for a wide range of IT issues, including email setup, software installations, and malware removal
- Managing user accounts, security settings, software updates, and system backups to ensure the smooth operation of end user computing environments
- Facilitating the deployment and updating of software applications across end user devices to enhance productivity and security
- Implementing and enforcing security policies and procedures to safeguard end user data and prevent cybersecurity threats
- Creating user guides, FAQs, and knowledgebase articles to help end users troubleshoot common issues independently and promote self-service support
- Collaborating with other IT teams, such as network administrators, cybersecurity specialists, and software developers, to address complex technical challenges and ensure seamless integration of end user computing systems
- Proactively identifying opportunities for efficiency improvements, cost savings, and enhanced user experience in end user computing environments through regular monitoring, feedback collection, and technology evaluation.
FIELD SERVICE ENGINEER
TeamGlobalExpress
12.2023 - 04.2024
- Deliver and report on SLAs and other analytics to management
- Assessing proposed changes to IT systems, evaluating their potential impacts, and managing their implementation
- Action help desk tickets and escalate issue to technicians as appropriate
- Handling service requests from users, including provisioning/de-provisioning of resources and software installations
- Prioritize own daily activities to meet team objectives
- Take ownership of client issues and escalate issue to appropriate IT managers as necessary
- Follow processes and procedures to resolve issues
- As needed, provide day-to-day support of PC/MAC hardware, software, printing, and networking issues
- Identifying opportunities for service improvement based on analysis of performance metrics, user feedback, and industry best practices
- Operate and contribute as part of the wider technology team
- Responsible for the maintenance, support and optimization of the organization’s IT infrastructure
- Responsible for engaging with 3rd line support in accordance with the standards of customer service set by the organization following our ITIL processes for Incident, Problem, Change and Configuration management
- Managed and maintained desktops, laptops, and peripheral devices, ensuring smooth operations
- Break-fix the laptops, servers
- Stay current on technology suitable for client environment (i.e
- Software, desktop images, and hardware).
ICT Support Field Engineer
Unisys
04.2023 - 07.2023
- Played a key role in resolving hardware-related tickets, ensuring minimal disruptions to end-users
- Collaborated with the IT team to analyse and optimize network performance, enhancing overall connectivity and data flow
- Conducted detailed hardware troubleshooting, diagnosing, and resolving complex issues to restore system functionality
- Actively participated in scenario mapping, user journey, and workflow exercises, contributing to user-centric solutions
- Assisted in server splitting and IP assignment, ensuring a well-organized and efficient network environment
- Contributed to the installation and configuration of open source operating systems, optimizing resource utilization
- Provided exceptional support through prompt resolution of server, hard drive, and networking issues
- Managed and maintained desktops, laptops, and peripheral devices, ensuring smooth operations
- Break-fix the laptops, servers.
IT SUPPORT ENGINEER
TOTAL IT GLOBAL
07.2021 - 04.2023
- Handled the resolution of system-related issues and worked with the web-based helpdesk ticketing tool, ServiceNow to resolve and prioritize data issues
- Built and configured new devices, onboarded/offboarded new users, managed user account administration and the complete IT infrastructure lifecycle
- Provided the best service First Call Resolution (FCR) to clients and customers
- Installed servers, hardware components of a system, and Network Printers and deployed all the software requirements
- Maintained all hardware functionality systems as well as other supporting tools and applications, assuring webservers accuracy
- Set up Windows Installation, Mailbox migration services, and Image Processing (building the devices) using INTUNE and MAC OS
- Installed, configured, managed, and maintained desktops, laptops, etc
- Worked on tickets such as fixing servers, and hard drives, troubleshooting operations, performing operations on switches and routers
- Accepted assignment to IT projects as directed by management and worked in meeting set timelines
- Provided 'help desk' support for interacting with users in resolving problems with infrastructure operation, performance, or maintenance
- Assisted with the implementation of a comprehensive and ongoing release management and planning effort
- Define workarounds for known errors and initiate process improvements
Education
Master of Information Technology - Network Security
Charles Sturt University
Bachelor of Information Technology -
Andhra University
Skills
- System Performance Assessment
- Operations Windows 7-10
- Cisco – Routers and Switches
- Image Processing
- Microsoft Windows and Office 365
- Technical Troubleshooting
- ServiceNow Ticketing System
- Active Directory
- Linux Operating Systems, Proficient in using Windows 7/8/81/10, Chrome OS, MAC OS
- Help Desk Support
- SLA Fulfilment
- DNS, DHCP, VPN, LAN, and WAN
- Hardware
- UNIX
- Windows
Certification
- Certified in Dell for Hardware
- Certified In Lenovo for Hardware
Languages
English
Telugu
Personal Information
Date of Birth: 07/30/1996
Timeline
ICT Support Engineer
EjAustralia
06.2024 - Current
FIELD SERVICE ENGINEER
TeamGlobalExpress
12.2023 - 04.2024
ICT Support Field Engineer
Unisys
04.2023 - 07.2023
IT SUPPORT ENGINEER
TOTAL IT GLOBAL
07.2021 - 04.2023
Master of Information Technology - Network Security
Charles Sturt University
Bachelor of Information Technology -
Andhra University
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