Sai Praveen Chowdary Gangineni
Melbourne,Australia
Summary
Dynamic IT professional with hands-on experience at Ausnet, known for delivering top-tier technical support and customer service. Comfortable troubleshooting across hardware, software, and enterprise tools like Active Directory and Intune. I’ve helped streamline service desk operations and improve response times, always aiming to make tech feel seamless for end users. Outside of work, I’m deeply curious about startups and spend my evenings building AI agents, exploring automation, and tinkering with new ideas. Eager to join a fast-moving team where I can grow, contribute, and build something meaningful from the ground up.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Service Desk Technician
Ausnet
Melbourne , Vic
03.2025 - Current
- Provided technical support for end-users via phone, email, and chat.
- Managed service requests using ticketing systems for tracking and resolution using service now
- Grant admin access in Active Directory
- Collaborated with team members to improve service desk processes and workflows.
- Resolved customer inquiries in a timely manner while maintaining excellent customer service standards.
- Created user accounts in Active Directory ensuring proper access control was maintained at all times.
- Tracked open incidents using ticketing system and kept customers informed about progress status regularly.
- Responded to incoming calls from customers regarding their technical queries.
- Diagnosed system errors using remote access tools and resolved them efficiently.
- Monitored Service Desk queues, responded to inquiries and documented resolutions within established SLAs.
IT Support Specialist (On-site)
Asahi Beverages
Southbank, Australia
03.2024 - Current
- Diagnosed and resolved software and hardware issues, ensuring minimal downtime.
- Provided technical assistance over the phone and via email, focusing on rapid problem resolution.
- Managed system updates and configurations to improve system performance and reliability.
- Trained staff on new software and systems, enhancing their understanding and efficient use.
- Maintained detailed documentation of all user issues and resolutions.
- Managed Active Directory and Intune for onboarding new users and offboarding departing staff.
- Supported both Level-1 and Level-2 technical issues, escalating complex problems.
- Troubleshot and resolved printer and mobile device issues, ensuring smooth operation.
- Set up meetings, including configuring digital meeting rooms and assisting with technical setups.
- Processed and resolved tickets promptly, enhancing user satisfaction and support efficiency.
Network Engineer
BMC AV
Melbourne, Australia
10.2023 - Current
- Maintained documentation of IT systems, processes, and procedures.
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Onsite troubleshooting of network and visual issues.
- Engaged in showroom sales and answered phone inquiries about speakers, home automation products.
- Conducted product research and uploaded images and content to the website.
- Wrote blogs and performed SEO to improve website traffic and product visibility.
- Packed and sent parcels, managing logistics and order fulfillment efficiently.
- Ran promotions on social media platforms like Instagram and Facebook.
- Installed and designed home automation systems for clients, including lighting, curtains, home theatre, and music using Savant.
Associate Customer Support Engineer
Tech m
Melbourne , Vic
03.2023 - 11.2023
- Provided technical support for customer inquiries via phone and email.
- Resolved software issues using troubleshooting tools and diagnostic techniques.
- Collaborated with development teams to address product defects and enhancements.
- Troubleshoot internet issues and document in timely manner.
- Use confluence for knowledge reference
Education
Masters - Network System And Information Security
CQ University
Melbourne11.2021
Bachelor of Science - Information Technology
Rvr And Jc
India11.2016
Skills
- Prompt engineering
- Building ai agents
- Technical Support
- Customer Service
- Troubleshooting Hardware and Software
- Active Directory
- Intune
- Python
- Showroom Sales
- Home Automation
- SQL
- SEO
- Social Media Promotions
- Blog Writing
Certification
- Foundations of Cyber Security
- Best Network and Information Security Capstone Project for AI and Cyber Threat Detection
- CCNA
- Building Ethereum Blockchain Apps Using Solidity
- Introduction to Blockchain Technologies
Timeline
Service Desk Technician
Ausnet
03.2025 - Current
IT Support Specialist (On-site)
Asahi Beverages
03.2024 - Current
Network Engineer
BMC AV
10.2023 - Current
Associate Customer Support Engineer
Tech m
03.2023 - 11.2023
Masters - Network System And Information Security
CQ University
Bachelor of Science - Information Technology
Rvr And Jc
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