Rakesh Raya
Cranbourne
Summary
Customer-focused Technical Support Specialist with expertise in IT troubleshooting, system administration, and service desk support. Strong knowledge of Windows, Active Directory, Azure, and O365 environments, with a proven ability to resolve technical issues efficiently. Experienced in hardware/software troubleshooting, networking, and security best practices. Adept at communicating technical concepts to non-technical users while maintaining excellent customer service.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Sensor Dynamics
03.2024 - 09.2024
- Provided Level 1 & Level 2 IT support to customers via phone, email, and in person.
- Diagnosed and resolved issues related to operating systems, network connectivity, and software applications.
- Assisted users with Active Directory & Office 365 troubleshooting.
- Managed service tickets, ensuring timely resolutions and excellent customer experience.
- Educated users on basic troubleshooting techniques and security best practices.
Associate Technical Engineer
Kyndryl Pty Ltd
11.2021 - 02.2023
- Provided technical support for enterprise IT environments, resolving hardware, software, and network-related issues.
- Installed, configured, and maintained IBM AIX operating systems on Power Systems servers.
- Performed Active Directory administration, including user access management, group policy configurations, and security updates.
- Provided Azure and O365 support, troubleshooting email configurations, user access, and security policies.
- Monitored system performance and optimized resources using tools like nmon, topas, and vmstat.
- Managed and troubleshot network connectivity issues, ensuring minimal downtime.
- Provided L1 and L2 service desk support, resolving tickets through ITSM tools.
- Created and updated technical documentation, SOPs, and troubleshooting guides for internal IT teams.
- Assisted in security and compliance enforcement, applying patches, system updates, and monitoring security events.
Education
Master of Science - Data Science
Swinburne University of Technology
Melbourne, VIC12-2024
Bachelor of Technology - Computer Science And Engineering
Gitam University
Hyderabad, India06-2021
Skills
IT Support & Troubleshooting – Hardware, Software, and Network Issues
Operating Systems – Windows, Linux Administration
Active Directory & Exchange – User Management, Password Resets
Azure & O365 Support – User Access, Configuration, Security Policies
Service Desk Operations – Incident Management, Ticketing Systems
Backup & Recovery – System Updates, Patch Management
Scripting & Automation – Shell Scripting (Bash, KornShell)
Certification
SAP Certified Application Associate - SAP S/4 HANA Sales 1909 Upskilling
Languages
English
Native or Bilingual
Software
Windows OS (Installation, Troubleshooting, Updates)
Linux Administration (AIX, Ubuntu, Red Hat)
IBM AIX (System Configuration, User Management)
Active Directory (User Management, Password Resets, Group Policies)
Microsoft Office 365 (Exchange, Teams, Outlook, OneDrive Support)
Azure (User Access, Configuration, Security Policies)
Service Desk Tools (Incident Management, Ticketing Systems)
Backup & Recovery (System Updates, Patch Management)
Monitoring Tools (nmon, vmstat, topas)
Security & Compliance (Patching, Access Controls, Encryption)
SQL (Basic Queries, Data Management)
Shell Scripting (Bash, KornShell – Automation, Task Scheduling)
Python (Basic Scripting, Data Processing)
Interests
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Supporting STEM education initiatives and mentorship programs
- Web Development and Design
- Backpacking and Hiking
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Playing Sports
- Enjoy hobbies that combine physical activity with outdoor exploration
Timeline
Technical Support Specialist
Sensor Dynamics
03.2024 - 09.2024
Associate Technical Engineer
Kyndryl Pty Ltd
11.2021 - 02.2023
Master of Science - Data Science
Swinburne University of Technology
Bachelor of Technology - Computer Science And Engineering
Gitam University
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