Reddy Ankam
Herston
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.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk Officer
Queensland Health
11.2023 - Current
- Providing high-quality first-tier support to users of Laboratory and Clinical Information systems through telephone, email, and ticketing systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Handling first-level incident and request resolution, offering user help, managing customer feedback, and facilitating call routing/escalation.
- Performing application & user accounts configuration tasks and maintaining accurate records of incidents/requests within an ITIL-compliant framework.
- Managed time efficiently in order to complete all tasks within deadlines.
- Building and maintaining relationships with team members across CISSU and its customers.
- Liaising with customers and providing an escalation route along with ongoing feedback on the resolution of incidents and requests.
- Monitoring day-to-day Service Desk activities to ensure established Service Level Agreements are met.
Service Desk Analyst
Surf Coast IT Solutions
01.2023 - 09.2023
- Delivered prompt and outstanding IT support to stakeholders and end-users, serving as the initial point of contact for all technical inquiries.
- Effectively maintained, managed, and deployed various IT assets, including laptops, mobile phones, and network devices to staff based on their approval and allocation.
- Provided IT support and resolved tickets from users across the organization using ITSM "Service Now".
- Successfully resolved an average of 50 IT support tickets daily, ensuring minimal downtime for end-users and maintaining high customer satisfaction.
- Documented and raised escalated tickets to senior developers, flagged according to priority.
- Assisted users with a wide range of IT requests, from troubleshooting hardware and software issues to providing guidance on systems operations and functionalities.
- Provided after-hours and on-call support, ensuring uninterrupted technology services and swift issue resolution.
IT service desk analyst
RACQ
02.2022 - 01.2023
- Provided technical assistance and user support to end-users, including employees and customers, in person, over the phone, or via remote tools.
- Diagnosed and resolved hardware and software issues, such as computer problems, network connectivity, and software configuration errors.
- Logged and tracked support requests or incidents using a ticketing system, ensuring proper documentation and prioritization.
- Provided guidance and step-by-step instructions to users for resolving common IT issues and performing routine tasks.
- Assisted with the installation, configuration, and updates of software applications and operating systems.
- Assisted with network-related problems, such as connectivity issues, IP configurations, and VPN setup.
- Promoted cybersecurity best practices among users, including password management and identifying potential security threats.
- Collaborated with other IT teams & specialists and escalated complex issues that required additional expertise.
- Created and updated user guides, manuals, and FAQ for staff to resolve basic IT issues independently.
Technical Support Specialist
Telstra
01.2021 - 10.2021
- Provided technical support to customers through various channels including phone, email, and chat, addressing inquiries, troubleshooting issues, and resolving problems.
- Experience using Citrix and Seibel platforms.
- Diagnosed and resolved hardware and software issues related to telecommunications equipment and services.
- Assisted customers in setting up and configuring devices, routers, and modems, ensuring optimal connectivity and performance.
- Documented and tracked customer interactions and solutions in a detailed manner using ticketing systems.
- Collaborated closely with second level and developer teams to escalate and resolve complex technical issues promptly.
- Consistently met or exceeded established performance metrics (SLAs and KPIs) for customer satisfaction and issue resolution.
- Conducted remote troubleshooting sessions to identify network, connectivity, and service-related problems.
- Assisted in the creation and maintenance of knowledge base articles to facilitate customer self-help.
- Provided clear and concise technical explanations to customers, regardless of their technical expertise.
Education
Masters of Information Technology - Information Technology
Charles Sturt University
05.2021
Bachelors of Engineering - Electronics and Communications Engineering
Anna University
01.2016
Skills
- Active Directory
- ITIL V4
- Cisco Network Administrator
- SQL, My SQL, MS SQL servers
- Azure Solutions Architect
- Help Desk Support
- Troubleshooting Network Issues
- Interpersonal Skills
- Organizational Skills
- Teamwork and Collaboration
Personal Information
Date of Birth: 08/22/1995
Certification
- AZ-305: Designing Microsoft Azure Infrastructure Solutions, Microsoft.
- https://www.credly.com/badges/966810e4-371c-43a4-b367-c17e833ce9ba/public_url
Timeline
Service Desk Officer
Queensland Health
11.2023 - Current
Service Desk Analyst
Surf Coast IT Solutions
01.2023 - 09.2023
IT service desk analyst
RACQ
02.2022 - 01.2023
Technical Support Specialist
Telstra
01.2021 - 10.2021
Masters of Information Technology - Information Technology
Charles Sturt University
Bachelors of Engineering - Electronics and Communications Engineering
Anna University
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