Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Rohith Pulla

Clayton,Victoria

Summary

Astute Service Desk Technician with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Overview

2
2
years of professional experience

Work History

Service Desk Analyst

Eastern Health
01.2023 - Current
  • Providing quality L1 support to the Eastern Health employees and helping them with their queries via calls and emails.
  • Extensively working with the Active Directory, Citrix Environment and Microsoft Exchange.
  • Providing support in citrix Remote Desktop connections via citrix director.
  • Troubleshooting multiple In- house medical applications.
  • Responsible for achieving primary Service desk KPIs.
  • Ensure innovative practise and continuous quality improvement.

Service Desk Analyst

Monash Health
04.2022 - 01.2023
  • 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.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Network Engineer Intern

Openmesh
01.2022 - 04.2022
  • Provided network support and performed troubleshooting to resolve various WAN/LAN connectivity issues.
  • Collaborated with teams in disaster planning, network backup and recovery process monitoring.
  • Installed, supported and maintained company hardware and infrastructure according to best practices.
  • Analyzed, troubleshot and enhanced network performance to drive efficiency.

Education

Master of Science - Information Technology

Victoria University
Melbourne, VIC
04.2021

Skills

  • Performance Monitoring
  • Active Directory , Citrix Systems
  • ITIL Knowledge
  • Proficient Knowledge of computer peripherals and components
  • ServiceNow, vFire
  • JIRA and Confluence
  • Phone & network configuration, Office 365 and Microsoft Exchange

Additional Information

PROJECT


Device Replacement Program - Eastern Health

  • Closely collaborated with the Technical Specialist team to replace the older HP desktop generations with the current generation HP mini desktops
  • Installed and Configured Eastern Health image on the new desktops.
  • Have installed the necessary software or applications on the new device.
  • Transferred the employee data from the old device to the new one.
  • Have assisted users with setting up the desk.

Timeline

Service Desk Analyst

Eastern Health
01.2023 - Current

Service Desk Analyst

Monash Health
04.2022 - 01.2023

Network Engineer Intern

Openmesh
01.2022 - 04.2022

Master of Science - Information Technology

Victoria University

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Rohith Pulla