Sai Nandan Muvva
Greensborough,VIC
Summary
Being a highly organized individual with 5+ years of experience in installing new software and diagnosing performance issues seeking a position as a IT Technical Support Specialist, where I can assist the networking department and Inbound and Out bound application and transaction supports with knowledge of developing and maintaining networks and implementing network security measures.
Overview
8
8
years of professional experience
Work History
IT Application Support Analyst
Uniting Church Australia
02.2020 - Current
- Provide end-user support for UCA computer systems located in Global offices
- Experience in Citrix Support environment
- Experience in PowerShell scripting in exchange server
- Solving tickets through Help Master Ticketing
- On boarding and terminations of users in Active Directory
- Analyse application data to assess performance and uncover problems
- Work in team environment to complete all testing activities according to schedule
- Coordinate resolutions with development team and project managers
- Complete root cause analysis of defects
- Reading Java and .net scripts
- Monitor data processing, quality assurance, and development activities
- To act as the on-site contact for all IT related incidents logged in ServiceNow, Master ticketing delivering high quality support across all key applications, networks and desktops/laptops
- Perform all aspects of desktop support including installation and configuration of computers, hardware problem diagnosis and repair, application installation, and assist with network connectivity troubleshooting
- Record all contacts, troubleshooting steps, and resolutions into the IT Service Desk Management tool
- Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc)
- Assist in person, or remotely, in the resolution of support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Maintain printing systems and assist with network printer system maintenance
- Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and call-backs in a timely manner, in accordance with current procedures
- Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
- Monitor conference room performance and maintenance schedule
- Respond to incoming tickets using the helpdesk dashboard, email or phone
- In many cases, phone support and verbal communication will be necessary.
- Provided updated patches for operating systems and system configuration to improve efficiency .
- Installed, configured and provided ongoing configuration management for custom applications.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.
Team Leader (Contractl)
Tatura Milk Industries
12.2018 - 01.2020
- Key responsibilities: Continuously monitor and control all the process standards relative to Infants milk powder
- Monitor the completion of all process control and quality assurance documents to ensure their accuracy and timeliness
- Conduct troubleshooting with machines and equipment to minimize downtime as much as possible Communicate with managers to identify and discuss issues with employees, equipment, process control, quality, safety or sanitation daily
- Effectively coordinate and collaborate with various departments (maintenance, sanitation, despatch, warehouse and sales) to ensure maximum effectiveness and high produce quality is obtained at all times
- Achievement: Received “Best Employee” award (2018-2019) for maintaining Good Manufacturing Practice by minimizing waste
SYSTEMS ENGINEER & Project Support Officer
PIXEL IT TECH PVT LTD
06.2016 - 11.2018
- Key responsibilities: - Information Technology Services (Project Rewire)
- Roles and Responsibilities: Experience in Customer B2B end to end Operations
- Provided application support to developers for the applications created in Tibco environment
- Experienced in handling Informatica Migrations, Composite Migrations and Operations
- Worked on Rosetta net and EDI protocols for B2B Operations for handling Business Transactions
- Handled planned/unplanned downtimes both internal and at partner end
- Created Profiles for Trading Partners and helped in onboarding them and laying a successful connectivity in both Non-Production and Production environment
- Good experience in Production environment dealing B2B Operations
- Worked on Managed File Transfer with various partners in both QA and Production environments
- Worked on Tibco Admin activities such as applications support, creating the applications in back end, failover to other environments etc., Expertise in SQL querying and UNIX
- Maintenance and modification of pre-existing applications
- Created Tableau reports for tracking of Project activities and Admin ticket tracking
- Created reports using Tableau for B2B Operations to predict the behaviour of business pattern and demand with partners
- O Good exposure in client interaction and understanding business needs
- Mass release of new course shells to over 3000 academic staff/ CCs according to Stakeholders request Communication and engagement with program managers
- Changes and updates for the courses in canvas according to SAMS (Student Administrative Management System)
- Managing issues with accessibility to shells and provide data support
- Supporting LMS champions in their engagement with stakeholders and academic staff
- Provide support for the technical team in staff and student enrolments to canvas
- Training the staff how to use the new LMS (Canvas)
- Accommodation and prioritization of ad-hoc tasks from key stakeholders along with main responsibilities/daily project task
- Created Metrics for Team and helped in organizing weekly team meetings to discuss the ongoing issues
- And involved in attending Cross Functional meetings with the client to discuss on Project activities
- Involved in Different Go Live activities within the Project.
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Completed software updates and assessed security patches for optimized computer use.
Education
Master of Information and Communication Technology -
Charles Sturt University
06.2020
Bachelor of Computer Science -
Vellore Institute of Technology
07.2016
Skills
- Extensive knowledge of routing protocols including RIP v1/v2, OSPF, BGP, EIGRP and static routing gained through university projects
- Strong understanding of Layer 2 technologies and protocols required to increase the overall security and speed of the networking infrastructure including VLANS gained during university course work
- Ability to configure VLANS with 8021q tagging and using VLAN Trunk protocol to reduce misconfiguration and centralize VLAN management as well as the spanning tree protocol to prevent loops among the networking devices gained at Charles Sturt University
- Hands on experience in implementing routing protocols through Cisco Packet Tracer acquired from university assignments and projects
- Able to use Microsoft Office 365 to write professional reports and create presentations at university and creating staff rosters at Davies Bakery
- Experience in Citrix Support environment
- Experience in PowerShell scripting in exchange server
- Solving tickets through Help Master Ticketing, Service now and Jira
- Strong leadership skills demonstrated by efficiently managing a team of six members and being responsible for making decisions as a team leader at Davies Bakery
- Strong multi-tasking skills with the ability to effectively organise and prioritise tasks acquired by successfully completing projects and assignments on time during university studies as well as in my workplace
- Accurate problem-solving skills gained by promptly addressing concerns and finding solutions whilst working in group projects at Charles Sturt University
- Ability to work under pressure and in a busy workplace environment with a high degree of autonomy developed and demonstrated whilst working as a team leader at Davies Bakery
- Customer-facing presentation skills
- Log Analysis
- ITIL Framework
- Training documentation development
- Server maintenance
- Security Protocols
- Network Administration
Affiliations
Australian Computer Society (ACS), Student member, 10/2019, Current
Languages
Telugu (native)
Hindi (fluent)
Professional Development
Monash Professional Pathways, Melbourne, 10/2019, Current, Professional Year ICT, This course aims to develop Australian workplace readiness in graduates.
References
Available on request
Timeline
IT Application Support Analyst
Uniting Church Australia
02.2020 - Current
Team Leader (Contractl)
Tatura Milk Industries
12.2018 - 01.2020
SYSTEMS ENGINEER & Project Support Officer
PIXEL IT TECH PVT LTD
06.2016 - 11.2018
Master of Information and Communication Technology -
Charles Sturt University
Bachelor of Computer Science -
Vellore Institute of Technology
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