Raju Dumala
ABERGLASSLYN,Australia
Summary
Dedicated professional with a diverse background in IT/Business Application Support, my overarching objective is to drive organizational excellence through the strategic management of technology, seamless application support, rigorous quality assurance, and exceptional customer service. I am dedicated to optimizing IT operations, ensuring the reliability of business-critical applications, and fostering a culture of continuous improvement to deliver tangible value and innovation to the organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Field Service Administrator
Presilient Managed Services Pty Ltd
Tuggerah, NSW
12.2022 - Current
- Respond to requests from internal and external customers by phone, email, fax, and mail to provide service policies and procedures, return authorizations (RMA's), and shipping instructions.
- Hiring preference is given to those with solid clerical and customer service knowledge, and at least six months to one year of experience in the clerical industry.
- Develop positive relationships with key customers, assess customers' needs, gather pertinent information, resolve customer concerns regarding Cummins or distributor warranties, and explain charges to customers.
- Closes claims in claims system and enters claim payments based on carriers' instructions.
- Support the Service Coordinator – Receiving, with receiving customer equipment into the depot for repair, preventative maintenance, and calibration.
- Complete order entry for service cases in both Salesforce.com and MACOLA (ERP) systems.
- Help with customer invoicing in MACOLA, as directed.
- Ensure that all completed customer equipment, which is ready for return to the customer, is prepared and shipped on the same day.
Application Support Analyst
MK Infotech Pty Ltd
Sydney
12.2020 - Current
- Managed Level 1/2 systems administration support for a diverse range of complex business systems (Microsoft office 365, Oracle ERP)
- Provided hands-on support and troubleshooting for system-related issues, ensuring timely resolution and minimal downtime
- Demonstrated recent experience in MS SQL Server and Oracle database administration, including installation, configuration, and maintenance
- Managing user permissions in Active directory
- Managed IIS servers, including setup, configuration, and performance optimization
- Collaborated with cross-functional teams to implement and support Azure technologies, enhancing system capabilities and performance
- Prepared clear and concise system support documentation and technical documentation for internal and external use
- Communicated effectively with stakeholders to gather requirements, provide updates, and address concerns
IT Support Analyst
Sirius Technology
Sydney, NSW
09.2017 - 11.2020
- L1 and L2 issues will be investigated and raised in JIRA to fix the code in the production environment.
- Raising a change request in need of a cold restart of the application frontend and backend via JBOSS console and putty, respectively.
- Maintaining the applications up to the mark via continuous monitoring on various monitoring tools.
- Engaged with all levels of the business, including project teams, service delivery managers, infrastructure, and business operations.
- Complying with quality and process measures for key work practices in the team.
- Managing user permissions in Active Directory.
- Focused on queues and ticketing systems to resolve the issues in a timely manner.
- Creation of Word documentation to transfer knowledge to new teammates.
- Supporting internal and external teams on various day-to-day activities related to the core applications.
Education
Master of Technology - Enterprise Systems
Federation University
SydneyMCA(MASTER OF COMPUTER APPLICATIONS) - Information Technology
KAKATIYA UNIVERSITY
WARANGAL TELANGANA04-2014
Skills
- Service Management
- Problem Management
- Microsoft Office 365
- Oracle ERP
- SAP ERP
- Stakeholder Communication Strategy
- Communication
- IT Systems Knowledge
- Business Application Exposure
- SharePoint
- Cloud Knowledge (Azure)
Certification
- ITIL V4 foundation level Certified
- Cisco Certified Network Associate (CCNA)
References
Available upon request.
Timeline
Field Service Administrator
Presilient Managed Services Pty Ltd
12.2022 - Current
Application Support Analyst
MK Infotech Pty Ltd
12.2020 - Current
IT Support Analyst
Sirius Technology
09.2017 - 11.2020
Master of Technology - Enterprise Systems
Federation University
MCA(MASTER OF COMPUTER APPLICATIONS) - Information Technology
KAKATIYA UNIVERSITY
Similar Profiles
John PlengeJohn Plenge
Business Operations at Employee Managed Services Pty Ltd (EMS)Business Operations at Employee Managed Services Pty Ltd (EMS)
Gina Marie RuizGina Marie Ruiz
HR Payroll Assistant (Casual) at Employee Managed Services, Pty. Ltd.HR Payroll Assistant (Casual) at Employee Managed Services, Pty. Ltd.
Daniela HumanDaniela Human
General Manager - Finance at Workflow Managed Services (Pty) LtdGeneral Manager - Finance at Workflow Managed Services (Pty) Ltd