Naga Satya Sai Avani Chunduri
Queens Park,Australia
Summary
Experienced Service Desk Analyst with 2+ years of providing exceptional technical support in fast-paced IT environments. Skilled in troubleshooting hardware and software issues, resolving technical problems, and delivering excellent customer service. Proficient in handling service requests, escalating issues, and maintaining a positive user experience. Strong communication skills and solid understanding of IT systems, network configurations, and troubleshooting methodologies. Proven ability to work independently or as part of a team to ensure minimal disruption and maximum user satisfaction. Seeking to contribute technical expertise and problem-solving skills to a dynamic IT support team.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Technical Support (level 1)
Austin IT Pty Ltd
08.2024 - Current
- Act as the primary point of contact for customers seeking technical assistance via phone, email, or chat
- Log and document all user queries, issues, and actions taken in a ticketing system
- Diagnose and resolve basic technical issues related to hardware, software, and networking
- Provide step-by-step guidance to users during troubleshooting processes
- Escalate complex or unresolved issues to Level 2/3 support teams as needed
- Assist with the setup, configuration, and maintenance of workstations, laptops, and peripherals such as printers and scanners
- Manage printer and scanner installations, including driver setup, IP-based configurations, and network printer setup
- Map network drives for users based on company policies and requirements
- Install, update, and troubleshoot software applications
- Reset passwords and manage user accounts in Active Directory and Microsoft 365 Admin Center
- Handle email account setup and troubleshooting for platforms like Outlook and Gmail
- Address issues related to SharePoint and OneDrive sync, including setup and troubleshooting
- Resolve basic network connectivity issues, such as Wi-Fi or LAN setup problems
- Setup VPN, Troubleshoot VPN access and remote support connection issues
- Create and update a knowledge base with solutions to recurring issues
- Provide regular updates on ticket statuses to users and management
- Communicate technical solutions in a clear and user-friendly manner
- Conduct routine system checks and proactively report potential issues
- Adhere to company policies and procedures regarding data security and compliance
- Ensure all tasks are completed within established service-level agreements (SLAs)
- Stay informed about the latest technologies and tools relevant to the role
- Participate in training sessions to enhance technical skills and knowledge
Audio Data work(freelance)
TELUS International AI data solutions
03.2024 - 06.2024
- Worked in audio data collection project
- Recorded different utterances with a specific voice tone mentioned
- Worked in a quiet environment to record my voice tone and completed the assigned task in estimated time
- Followed all the instructions provided by lead
- Successfully completed the task and all the utterances I recorded are QA passed
IT Technical ANALYST
THRYVE Digital Health LLP
06.2022 - 05.2023
- Completed all tasks set by the manager and assisted wherever possible
- Done LinkedIn Certifications In python, SQL, GitHub, attended KT’S to understand my work in training period
- Had experience working in PYCHARM 2022.2 platform
- Assisted senior developer in PDF conversion project using python testing the code, modifying the errors, writing code
- Attended daily scrum meetings and training workshops
- Gained understanding of JIRA workflows and configurations, observing how different teams use JIRA for their specific project management needs
- Created user documentation and manuals to assist users and clients in understanding
- Simultaneously worked in production and claims department by communicating with clients though phone, email, and In-person
- Assisted in gathering and documenting business and technical requirements for IT projects and initiatives
- Verified and modified documents which helped in claim processing
- Used JIRA ticketing software to connect with teams from various departments to manage support tickets
Network Support Intern
Tec Innovate MSP pty ltd.
07.2021 - 10.2021
- Provide day-to-day operational service and support for PC Refresh activities, to include image and build, user data migration, PC deployment, application installation/re-installation/de-installation, and asset tracking
- Worked on building virtual machines using Microsoft azure
- Done vnet peering, vnet-vnet connection using gateway, point-to-site connection, site-to-site connection
- Created Active directory user accounts, managed permissions, creating enterprise applications and gaining knowledge how to manage service principals, deleting enterprise applications using Azure AD PowerShell
- Provided Level 1 support to users and clients of company through phone, email and remotely
- Participated in troubleshooting and resolving issues related to Azure Active Directory, including authentication failures, access requests, and errors
- Learn to log and track support tickets, escalate complex issues to senior team members, and follow up on resolutions
Education
Masters In Information And Communication Technolog - Information And Communication Technology
La Trobe University
Melbourne, VIC12.2020
Bachelor Of Engineering - Electronics And Communication Engineering
JNTU University
Hyderabad,India05.2015
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Time management
- Excellent communication
- Computer skills
- Organizational skills
- Problem resolution
Technical Skills
- PYTHON- libraries, GUI using Tkinter.
- Transform, organize data with spreadsheet tools.
- Query data from relational database using SQL.
- Data visualization using TABLEAU.
- Office 365, Microsoft Teams,Onedrive.
- PC assembling & troubleshooting, Device driver installation and configuration, Backup & restore.
- Operating System Installation and Upgrades on all platforms (Windows XP, Vista & Windows 7/8/10)
- Routing and switching.
- Direct Access, Access Control and VPN (Configuration and connections)
- Networking solutions, including switch installations, wireless configuration, TCP/IP
- SharePoint administration – Document management, SharePoint and office 365 app integration, adding new users and Assigning Permissions.
- Azure Active Directory – Create user accounts, Managing User Administration, create Enterprise applications, Privileges and Permissions.
- Vnet peering, Vnet-Vnet connection using gateway, point-to-site connection, site-to-site connection.
- Malware and Antivirus Removal
- Client Troubleshooting
- Internal Documentation
- JIRA & Halo PSA ticketing systems.
Certification
- Cisco CCNA Introduction to networks (ITN).
- PCEP-30-02 Certified Entry level python programmer.
- Cisco Data Analytics Essentials.
- Hardware and Networking.
Timeline
IT Technical Support (level 1)
Austin IT Pty Ltd
08.2024 - Current
Audio Data work(freelance)
TELUS International AI data solutions
03.2024 - 06.2024
IT Technical ANALYST
THRYVE Digital Health LLP
06.2022 - 05.2023
Network Support Intern
Tec Innovate MSP pty ltd.
07.2021 - 10.2021
Masters In Information And Communication Technolog - Information And Communication Technology
La Trobe University
Bachelor Of Engineering - Electronics And Communication Engineering
JNTU University
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