SAI PRANEETH GUDIMELLA
Melbourne,Australia
Summary
Detail-oriented IT support professional with a Master's in Business Information Systems and over 4 years of experience in customer and technical support. Proven track record of effectively managing high volumes of data processing, B2B transactions, and administrative operations within SLA-driven environments. Strong analytical and communication skills, with a proactive approach to process improvement and compliance. Highly skilled in CRM systems, remote diagnostics, and back-office functions. Currently a valuable member of Probe Group's data operations team, providing exceptional service and ensuring compliance during major IT system upgrades at AusNet.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Back Office / Data Processing Agent
Probe Group
Melbourne, VIC
03.2025 - Current
- Company Overview: Client: AusNet
- Delivered high-quality back-office support and data processing for AusNet during a major IT system upgrade.
- Processed service orders, MSATS transactions, and connection/disconnection requests in compliance with regulatory standards.
- Managed B2B enquiries, resolved customer requests, and escalated critical issues through established protocols.
- Updated internal systems and logs with accurate details to ensure end-to-end service continuity.
- Supported the wider AusNet team with outage management, data validation, and compliance-based projects.
- Collaborated across departments to meet daily SLA targets and compliance obligations.
- Participated in pre-cutover training, supported transition windows, and helped train new team members.
- Client: AusNet
Technical Support Officer
Tech Mahindra
Melbourne, VIC
03.2024 - 03.2025
- Company Overview: Client: Telstra
- Delivered inbound customer support for Telstra’s consumer and business clients through phone, email, and chat.
- Provided Tier 1 technical solutions for issues related to Telstra mobile networks, NBN broadband services, and Big Pond email platforms.
- Handled troubleshooting for modem/router setup, line faults, mobile configuration, and email sync issues across devices.
- Utilized Salesforce Console and internal diagnostic tools for issue resolution, escalations, and real-time tracking.
- Created tickets and documented troubleshooting steps, contributing to a dynamic knowledge base and team learning.
- Maintained SLA compliance and ensured customer satisfaction with personalized tech support.
- Client: Telstra
Assistant Store Manager
7-Eleven
Mount Gravatt
02.2022 - 03.2024
- Company Overview: Corporate
- Oversaw day-to-day store operations, staff management, and KPI reporting in a high-volume corporate retail environment.
- Managed recruitment, onboarding, and performance evaluation of team members.
- Conducted compliance audits, managed scheduling and payroll, and optimized labour efficiency.
- Prepared sales forecasts, managed P&L, and implemented strategies to increase conversion rates and reduce shrinkage.
- Led visual merchandising initiatives and coordinated promotional campaigns to drive store traffic.
- Acted as primary contact for corporate stakeholders, ensuring alignment with national retail standards.
- Corporate
Team Member
7-Eleven
Bald Hills
03.2020 - 02.2022
- Provided excellent customer service in a fast-paced convenience environment.
- Maintained product inventory, assisted with merchandising, and ensured all POS and safety procedures were followed.
- Supported team operations and contributed to achieving store KPIs.
Junior Business Analyst
Geostat Technologies
Hyderabad, India
02.2019 - 08.2019
- Conducted stakeholder interviews and gathered business requirements across software and reporting projects.
- Created detailed BRDs and FSDs using tools like Microsoft Visio and Lucid chart for process flow visualization.
- Modelled business processes using BPMN techniques and supported Agile backlog grooming with Product Owners.
- Developed SQL queries to perform data validation and assisted in defining KPIs for dashboards.
- Collaborated with QA teams during UAT and ensured traceability from requirements to test cases.
Junior Test Analyst
Geostat Technologies
Hyderabad, India
08.2018 - 02.2019
- Developed test plans, created test cases, and executed manual and automated tests using Selenium and JUnit.
- Logged and tracked bugs using Jira, collaborated with developers to reproduce and resolve issues.
- Participated in functional, regression, integration, and performance testing cycles.
- Used SQL for backend data verification and created API tests with Postman.
- Documented UAT scenarios and maintained traceability matrices using tools like TestRail and Excel.
- Supported release testing and worked within Agile sprint cycles to ensure on-time delivery of quality releases.
Education
Master of Business Information Systems -
Torrens University
Brisbane01.2022
Graduate Diploma in Information Technology -
Whitireia
Auckland01.2018
Bachelor of Electronics and Communication Engineering -
SRM University
India01.2015
Skills
- Service Order & MSATS Transaction Processing
- Data Entry & Compliance Reporting
- Back Office & B2B Support
- CRM Tools: Salesforce, Genesys
- Jira
- Ticket Management Systems
- Remote Troubleshooting & Technical Support
- Microsoft Office Suite & Teams
- SLA and Quality Assurance Adherence
- Documentation & Stakeholder Communication
- Escalation Handling & Cross-Team Collaboration
- Agile
- SDLC Awareness
- Adaptability & Change Management
Certification
MS-900: Microsoft 365 Fundamentals
Timeline
Back Office / Data Processing Agent
Probe Group
03.2025 - Current
Technical Support Officer
Tech Mahindra
03.2024 - 03.2025
Assistant Store Manager
7-Eleven
02.2022 - 03.2024
Team Member
7-Eleven
03.2020 - 02.2022
Junior Business Analyst
Geostat Technologies
02.2019 - 08.2019
Junior Test Analyst
Geostat Technologies
08.2018 - 02.2019
Master of Business Information Systems -
Torrens University
Graduate Diploma in Information Technology -
Whitireia
Bachelor of Electronics and Communication Engineering -
SRM University