Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Saikrupa Durgappagari

Summary

Proactive and detail-oriented IT Administrator with hands-on experience supporting enterprise IT environments and web-based systems at Collins International College, Melbourne. Skilled in troubleshooting, system administration, and user support across Microsoft 365, Azure, Active Directory, and enterprise-level ticketing tools. Known for resolving complex technical issues, delivering exceptional customer service, and maintaining stable IT operations aligned with ITIL standards.

Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Support Administrator

Collins International College
05.2023 - Current
  • Provided end-to-end IT support for staff and students, including troubleshooting technical issues, managing user accounts, and resolving network and software problems.
  • Maintained Office 365 environments (SharePoint, OneDrive, Teams) and handled Intune profile configuration, AD access, and group policy updates.
  • Worked with ServiceNow for incident logging, escalation, and resolution.
  • Supported secure access through VPN configuration and Citrix.
  • Delivered end-user training and documented internal processes to improve onboarding and issue resolution.
  • Ensured data integrity and confidentiality of academic records via secure systems and tools.
  • Collaborated with cross-functional teams on infrastructure updates, system rollouts, and process automation.

Team Member – Customer & Technical Support

Woolworth's
02.2023 - 05.2023
  • Responded to customer inquiries, resolved order-related issues, and provided product support.
  • Processed transactions, collected feedback, and addressed complaints professionally.
  • Gained exposure to retail systems and front-line user support environments.

Education

Master of Information Systems - Data Science

Holmes Institute
Sydney, NSW
07-2025

Bachelor of Technology - Electrical, Electronics And Communications Engineering

B.V. Raju Institute of Technology
India
06-2018

Skills

  • Microsoft 365 / Azure / SharePoint / Teams / Exchange Online
  • Active Directory / Intune / Group Policies / SCCM / Admin Center
  • Citrix / VPN / Patch Management / Imaging / Cloning
  • ServiceNow / Jira / Email Ticketing Systems
  • Networking: DNS, DHCP, TCP/IP
  • SQL / Windows OS / Office 365 / ITIL Framework
  • Technical Support Incident Resolution End-User Training Report Writing
  • Strong Communication Time Management Critical Thinking Calm Under Pressure

Certification

Microsoft Office 365 – Microsoft Certified

Timeline

IT Support Administrator

Collins International College
05.2023 - Current

Team Member – Customer & Technical Support

Woolworth's
02.2023 - 05.2023

Master of Information Systems - Data Science

Holmes Institute

Bachelor of Technology - Electrical, Electronics And Communications Engineering

B.V. Raju Institute of Technology

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Saikrupa Durgappagari