SAI PHANIDEEP SADU
Melbourne
Summary
Results-driven IT professional with extensive experience in delivering comprehensive technical support for desktop systems. Expertise in diagnosing and resolving hardware and software issues, managing system configurations, and optimizing performance. Proficient in Microsoft 365, Intune, and Azure Active Directory, with a solid understanding of network configurations and IT security management. Known for exceptional problem-solving abilities, adaptability, and a commitment to providing user-focused solutions that enhance satisfaction and drive business success through effective communication and technical acumen.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desktop Engineer
BP
- Delivered on-site IT support for end users, resolving hardware, software, and network issues across BP offices.
- Provided Level 1–2 technical support through ticketing systems, ensuring timely resolution within SLAs.
- Supported and administered Microsoft 365 applications including Outlook, Teams, and SharePoint.
- Assisted with Intune device management, application deployment, and compliance policies.
- Managed Azure Active Directory tasks including user account administration, security, and access control.
- Installed and upgraded hardware/software; configured devices and workstations for new employees.
- Maintained and configured desktops, laptops, printers, and peripherals for smooth daily operations.
- Collaborated with senior engineers to escalate complex issues and implement long-term solutions.
- Delivered professional face-to-face customer support, explaining technical issues in user-friendly terms.
- Level 1–2 Support | Onsite | [Years]
Customer Service Executive
Tata Consultancy Services
06.2020 - 01.2022
- Delivered customer support via calls, emails, and live chat, handling 50+ daily inquiries.
- Assisted clients with account access, billing discrepancies, and application-related issues.
- Used internal CRM tools to log, track, and resolve customer requests within SLA.
- Escalated unresolved technical queries to IT and engineering teams for advanced troubleshooting.
- Trained new team members on standard operating procedures and customer handling techniques.
- Improved service levels by contributing to process enhancements and feedback reporting.
- Achieved a 15% boost in customer satisfaction through consistent, high-quality support.
Education
Master of Information Technology and Systems - Computer Networking
Victorian Institute of Technology
05.2023
Skills
- Data backup and recovery
- Windows & Mac OS operating systems
- Remote desktop and end-user support
- Application installations & troubleshooting
- Ticketing system proficiency (Help Desk experience)
- Hardware installation, printers & peripheral support
- Active Directory & Azure AD management
- Microsoft 365 administration (Outlook, Teams, SharePoint)
- Intune device management & compliance policies
- IT security management & issue resolution
- Help desk experience
- Remote desktop management
Certification
- ITIL v3 Foundation – Axelos
- Microsoft 365 Certified – Microsoft
Timeline
Customer Service Executive
Tata Consultancy Services
06.2020 - 01.2022
Desktop Engineer
BP
Master of Information Technology and Systems - Computer Networking
Victorian Institute of Technology
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