SAI KRISHNA SHIVAKOTI
North Ryde,NSW
Summary
A Dedicated IT Support Specialist with 3 Years of experience in providing exceptional technical assistance and troubleshooting for end-users. Proficient in diagnosing and resolving hardware and software issues, ensuring minimal downtime and maximum productivity.
Overview
6
6
years of professional experience
Work History
IT Support Engineer
CONFORD IT
02.2021 - Current
- Installing, configuring, and maintaining computer hardware such as desktops, laptops, printers, and configuring operating systems and software applications.
- Configuring and maintaining network equipment, such as routers, switches, and access points.
- Diagnosing and resolving hardware and software issues for end-users.
- Providing technical support via phone, email, chat, or using remote desktop tools to troubleshoot and resolve issues.
- Assisting end-users with login problems, password resets, and access issues.
- Troubleshooting and repairing hardware problems or coordinating repairs with third-party service providers.
Assisting with network connectivity and basic network troubleshooting. - Documenting technical procedures and solutions for future reference.
- Providing remote assistance to users who are not on-site.
- Staying up to date with the latest updates and generating reports on system health and performance using RMM Tool.
- Delivering excellent customer service, addressing end-users' needs and concerns in a professional and helpful manner.
Customer Service Representative
Accenture
06.2017 - 06.2018
- Interacting with customers through various channels, including phone, email, chat, or in person and provide clear and concise information and explanations.
- Assisting customers in resolving issues by analysing problems and finding effective solutions.
- Escalating complex issues to higher-level support or management when necessary.
- Ensuring timely responses to customer inquiries and requests.
- Setting and meeting response time targets, such as responding to emails within a specified time frame.
- Collaborating with colleagues, and technical teams, to address customer needs effectively and share knowledge and best practices with team members.
- Staying updated on company policies, products, and industry trends.
- Participating in training and development programs to enhance customer service skills.
Education
Master of Science - Computer Science
UNIVERSITY OF SUNSHINE COAST
Sydney, NSW07.2020
Bachelor of Science - Computer Science
K L UNIVERSITY
VIJAYAWADA,INDIA05.2017
Skills
Ticketing System
Networking
Problem Solving
Active Directory
RMM Tool(N-able)
DNS
Help Desk Support
ICT Hardware/software
Troubleshooting
Microsoft Azure
Office 365 Administration
Window Server Administration
LAN and WAN Support
Timeline
IT Support Engineer
CONFORD IT
02.2021 - Current
Customer Service Representative
Accenture
06.2017 - 06.2018
Master of Science - Computer Science
UNIVERSITY OF SUNSHINE COAST
Bachelor of Science - Computer Science
K L UNIVERSITY
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