Summary
Overview
Work History
Education
Skills
Projects
Certification
Languages
Timeline
Generic

Raja Sekhar Gogineni

Adelaide,Australia

Summary

Proactive and skilled IT Support Specialist with over one year of experience in troubleshooting hardware, software, and network issues. Demonstrated expertise in providing onsite and remote technical support for desktops, laptops, printers, and network devices in diverse environments. Adept at configuring and optimizing routers, switches, and network cabling to ensure seamless operations. Proficient in tools like ServiceNow for incident management, and experienced in delivering high-quality customer service with clear, non-technical communication. Committed to leveraging a strong technical background and problem-solving abilities as an IT Support Field Engineer to deliver reliable and efficient IT solutions.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT Support Specialist

MEWTE
Melbourne
11.2023 - 01.2025
  • Provided first-level hardware and software support for desktops, laptops, printers, and mobile devices, ensuring smooth operations for end users.
  • Troubleshot and resolved issues related to Windows and macOS, email configurations, and internet connectivity for home and business clients.
  • Conducted on-site visits to promptly address technical issues, delivering effective solutions, and maintaining high levels of customer satisfaction.
  • Utilized ServiceNow to log, prioritize, and resolve incidents and service requests, meeting SLA targets, and enhancing workflow efficiency.
  • Supported and configured network devices, including routers and switches, ensuring seamless connectivity and optimal performance.
  • Managed IT inventory and performed asset tracking to maintain availability, and improve resource utilization.
  • Communicated technical concepts to non-technical users in a clear and concise manner, fostering understanding, and minimizing future issues.
  • Collaborated with internal teams to escalate and resolve complex problems, contributing to a proactive support environment.

BI DEVELOPER (INTERN, MENTOR)

MVP Studio
Adelaide, Australia
08.2023 - 01.2024
  • Developed interactive dashboards and reports using Power BI, utilizing advanced DAX functions for data analysis.
  • Designed and maintained SQL Server databases, creating stored procedures and optimizing data retrieval.
  • Implemented ETL processes with SSIS to extract, transform, and load data from various sources.
  • Built data models in SSAS and created SSRS reports for operational and executive-level reporting.
  • Ensured data accuracy through cleansing, profiling, and validation processes.
  • Collaborated with stakeholders to gather requirements and deliver tailored BI solutions.
  • Documented BI processes and solutions to support ongoing development and maintenance.

SALES AND SERVICE CONSULTANT

TSA Group (Client-Telstra)
Adelaide, Australia
08.2023 - 10.2023
  • Managed postpaid and prepaid transactions using Siebel CRM and Console systems.
  • Assisted with internet connections, mobile plans, SIM activations, porting, and plan changes for customers.
  • Processed payments and performed credit checks while ensuring compliance with PII protocols.
  • Provided customer support, resolved inquiries, and educated customers on Telstra products and offers.
  • Participated in daily team meetings, one-on-ones with the team leader, and training sessions to stay updated on new processes, and improve service quality.
  • Supported vulnerable customers, and coordinated translation services when required.

Commission Agent/Manager/Owner

United Petroleum
Barmera, Australia
03.2020 - 08.2023
  • Managed full store operations, including financial oversight, employee management, and customer service excellence.
  • Utilized Xero software for accurate rostering, payroll management, and financial reporting, ensuring compliance with organizational policies.
  • Implemented Deputy software for seamless employee scheduling, shift tracking, and adherence to labor regulations.
  • Conducted training sessions to enhance team performance, focusing on operational efficiency, and customer satisfaction.
  • Ensured smooth supply chain management by tracking invoices, monitoring sales, and conducting end-of-day operations using Quick Fuel software.
  • Maintained high standards of cleanliness, safety, and organization throughout the store, meeting corporate and legal requirements.

ASSISTANT STORE MANAGER

United Petroleum
Berri, Australia
03.2019 - 02.2020
  • Supervised daily store operations, including inventory management, food preparation, and equipment maintenance.
  • Conducted regular tasks such as stock filling, baking, and maintaining food waste and temperature logs in compliance with Pie Face application standards.
  • Addressed customer concerns and complaints, ensuring timely resolutions, or escalating to higher management when necessary.
  • Fostered positive relationships with internal team members and external stakeholders, contributing to a collaborative and productive work environment.
  • Leveraged Quick Fuel software to monitor sales, conduct price changes, and perform administrative tasks efficiently.

Console Operator

United Petroleum
Murray Bridge, Australia
04.2017 - 02.2019
  • Opened and closed the store, ensuring a seamless handover between shifts.
  • Performed regular POS updates and basic troubleshooting, escalating issues to United Tech Support when necessary.
  • Entered invoices into backend systems, maintaining accurate records for inventory and ordering systems.
  • Operated Quick Fuel software to manage end-of-shift/day reports, sales monitoring, and price adjustments.
  • I served over 400 customers daily, delivering exceptional customer service and resolving inquiries or complaints within my scope, or escalating them as needed.
  • Maintained a clean and organized store, assisting with stock replenishment, and adherence to safety standards.

Computer Network and ICT System Engineer

Hammero Technologies
Bangalore
03.2014 - 05.2016
  • Designed and implemented system architectures based on client requirements, ensuring scalability, and optimal performance.
  • Configured, integrated, and maintained computer systems to achieve operational readiness, and minimize downtime.
  • Conducted regular data backups, and implemented robust disaster recovery solutions to safeguard critical business information.
  • Monitored and optimized network infrastructure, troubleshooting issues to maintain seamless connectivity and performance.
  • Installed and managed network security systems, including firewalls and antivirus software, to ensure compliance with security standards.
  • Administered user accounts, permissions, and authentication protocols to maintain system integrity and data security.
  • Planned and executed network upgrades in collaboration with architects, enhancing infrastructure efficiency.
  • Created and maintained detailed documentation for network inventory, system configurations, and security procedures.
  • Analyzed recurring hardware and software issues, implementing long-term fixes to enhance system reliability.
  • Utilized network analysis tools to monitor performance, diagnose issues, and recommend improvements.

Education

MASTER OF SCIENCE - INFORMATION TECHNOLOGY

University of South Australia
Adelaide, Australia
09.2018

BACHELOR OF SCIENCE - COMPUTER SCIENCE

Andhra University
Andhra Pradesh
07.2015

DIPLOMA - COMPUTER ENGINEERING

State Board of Technical Education & Training
Andhra Pradesh
04.2012

Skills

Desktop support: installation, setup, and troubleshooting of laptops, desktops, mobile devices, and peripherals

Operating systems: Proficient in Windows, Linux, and macOS

ITSM tools: ServiceNow for incident, change, and request management

Microsoft 365 (Excel, Word, PowerPoint, SharePoint, OneDrive)

Networking: knowledge of TCP/IP, DNS, DHCP, and VPN configuration

Scripting: familiarity with PowerShell and basic automation

Asset management: accurately managing and tracking business assets

Database management: Microsoft SQL Server, MySQL

Development: SQL, Java, PHP, HTML/CSS, Power BI, SSRS, SSIS, SSAS, Python, R

Customer service excellence, active listening and communication, problem-solving and adaptability, time management and flexibility, team collaboration and leadership, communication, and interpersonal skills

Projects

Dashboard for the City of Port Adelaide Enfield, University of South Australia

Objective: This project aims to supply a feasible dashboard implementation plan for the City of PAE, so that it can obtain a better understanding of what is happening in its various business areas, and the corporation can leverage dashboards to monitor its business for better decision-making

Tools: Power BI, data warehouse, and data mining, SQL

Smart EMC (Eluru Municipal Corporation), Andhra University project

Objective: The project is used to recognize the real-time location of the garbage. The application is to be built using the Android SDK, which makes the application deployable on any Android-powered mobile phone

Tools: Java, PHP, MySQL, Android SDK

Certification

  • Google IT Support Professional, Coursera
  • Business Intelligence Developer, Industry Connect

Languages

English
Professional
Telugu
Professional
Hindi
Elementary
Tamil
Elementary

Timeline

IT Support Specialist

MEWTE
11.2023 - 01.2025

BI DEVELOPER (INTERN, MENTOR)

MVP Studio
08.2023 - 01.2024

SALES AND SERVICE CONSULTANT

TSA Group (Client-Telstra)
08.2023 - 10.2023

Commission Agent/Manager/Owner

United Petroleum
03.2020 - 08.2023

ASSISTANT STORE MANAGER

United Petroleum
03.2019 - 02.2020

Console Operator

United Petroleum
04.2017 - 02.2019

Computer Network and ICT System Engineer

Hammero Technologies
03.2014 - 05.2016

MASTER OF SCIENCE - INFORMATION TECHNOLOGY

University of South Australia

BACHELOR OF SCIENCE - COMPUTER SCIENCE

Andhra University

DIPLOMA - COMPUTER ENGINEERING

State Board of Technical Education & Training

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