Summary
Overview
Work History
Education
Skills
Timeline
Generic

RAKESH NALLAMALA

Perth,Australia

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. A highly committed IT Support Analyst with over 3 years of expertise in dealing with real time IT applications who has witnessed the transition of digital technology. Analyzes and plans to find the best approach to tackle any task within timelines. Gained exceptional knowledge in Information Security, Software testing, Networking, IT administration and Software Helpdesk.

Overview

10
10
years of professional experience

Work History

Service Desk Analyst

Bp
01.2022 - Current
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Installed and configured operating systems and applications.
  • Offered assistance in implementing and developing training programs.
  • Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

IT Support Officer - Intern

FS Tech Solutions PTY LTD
01.2021 - 11.2021
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Created, prepared, and delivered reports to various departments.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Managed specialist team to provide technical assistance and customer service.
  • Basic IT Support
    • Software installation and troubleshooting
    • Designing engaging and responsive landing pages
    • Integrating client CMS programs and data feeds into websites
    • Optimising sites for maximum speed and scalability
    • Employing industry and design best practice through website build process
    • Conducting website testing
    • Web design, Webcasting and SSL
    • WordPress and PHP
    • Generate leads and follow up clients
    • SEO and testing
    • Communicate framework to backend team

Quality Assurance Analyst

Medplus Pharmacy
04.2014 - 02.2015
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Mentored and coached team members on QA topics and strategies.
  • Organized and maintained work environment to allow for maximum productivity.
  • Fixed identified issues to improve workflows.
  • Created and gained project approval on project test plans.
  • Reported progress, test metrics and results to project stakeholders.
  • Examined events in application log management and monitoring tool to identify root causes for failures.
  • Designed, documented and executed test scenarios to identify software bugs.
  • Installed and configured hardware, computer systems and applications.
  • Determined server operating limits with weekly load tests.
  • Documented testing procedures for developers and future testing use.

Education

ICT And Computing

ECA Professional Year
2021

Master of Science - (Enterprise Systems And Business Analytics)

Federation University Australia
Sydney, NSW
2020

Bachler of Pharmacy

Kakatiya University
2013

Skills

  • Service Desk Team Management
  • Workforce Planning
  • Analytical and Methodical
  • Defect Analysis and Resolution
  • CRM Systems
  • Project Management
  • Business Process Mapping
  • Microsoft Office Suite
  • Change Impact Analysis
  • Process Optimization
  • External Market Data Tracking
  • Analytical Tool Implementation
  • Business Processes and Procedures
  • Agile and Scrum Environments
  • Scrum Methodology
  • Data and Analytics
  • Requirements Definition
  • Business Software Applications
  • Sprint Planning
  • Agile Best Practices
  • Scrum Processes
  • Meeting Participation
  • Microsoft Dynamics 365
  • Bug Fixes
  • Script Development
  • Writing Test Scripts
  • Mission Critical Applications
  • Providing Feedback
  • Requirements Reviews
  • Regulatory Requirements
  • Cross Browser Compatibility
  • Business Requirements Documents (BRDs)
  • Configuration Management
  • Solution Testing and Implementation
  • Continuous Improvement Process
  • Hardware and Software Optimization
  • Expertise in Software Program]
  • Ios and Android Testing

Timeline

Service Desk Analyst

Bp
01.2022 - Current

IT Support Officer - Intern

FS Tech Solutions PTY LTD
01.2021 - 11.2021

Quality Assurance Analyst

Medplus Pharmacy
04.2014 - 02.2015

ICT And Computing

ECA Professional Year

Master of Science - (Enterprise Systems And Business Analytics)

Federation University Australia

Bachler of Pharmacy

Kakatiya University

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RAKESH NALLAMALA