Sai Praveen Gangineni
Melbourne,Australia
Summary
IT Support Specialist with experience providing Level 1 and Level 2 support in enterprise environments at Asahi Beverages and AusNet. Experienced in managing an average of 40+ support tickets per day while meeting SLA targets and supporting Windows and macOS devices, Microsoft 365, Active Directory, Intune, printers, and meeting room technology. Confident troubleshooting hardware and software issues, managing user accounts, and working closely with internal teams to resolve technical problems quickly while delivering a high standard of customer service. Looking to continue building my expertise in enterprise IT while developing skills in endpoint management, cloud technologies, automation, and AI solutions that improve IT operations and the end-user experience.
Overview
1
1
Certification
3
3
years of professional experience
Work History
IT Technical Support Specialist
Asahi Beverages
03.2026 - 07.2026
- Provided Level 1 & Level 2 technical support to 2000+ users across multiple sites, handling 20+ tickets daily and ensuring minimal business disruption.
- Resolved 90–95% of incidents within SLA, diagnosing and fixing hardware, software, printer (UniFlow), and mobile device issues
- Managed Active Directory and Intune, including user onboarding/offboarding, access control, and device compliance enforcement
- Led provisioning, configuration, and lifecycle management of laptops, tablets, and Apple devices (iPhones/iPads) using Apple Business Manager and Intune (MDM).
- Troubleshot network, VPN (GlobalProtect), Microsoft 365, and meeting room (AV/Teams) issues, collaborating with network and cybersecurity teams for escalations
Service Desk Technician
Ausnet
03.2025 - 11.2025
- 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
03.2024 - 03.2025
- 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
11.2023 - 03.2024
- 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
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
- Microsoft Technologies: Microsoft 365, Active Directory, Microsoft Intune, Entra ID (Azure AD), Microsoft Teams
- Operating Systems & Devices: Windows 10/11, macOS, Laptops, Desktops, Mobile Devices
- IT Support & Troubleshooting: Level 1 & Level 2 Support, Hardware & Software Troubleshooting, Remote Support, Incident Resolution
- Endpoint & User Management: User Account Administration, Device Provisioning, Software Installation, Endpoint Management
- Networking & Infrastructure: TCP/IP, DNS, DHCP, VPN, Wi-Fi Connectivity
- Service Delivery: ServiceNow, SLA Management, Printers, Meeting Room & AV Support, Customer Service
Ticketing systems (ServiceNow, Jira)
Switch/router configuration (Cisco IOS basics, port setup, subnetting)
iOS & Android support, MDM tools (Intune/Jamf), device enrolment, remote wipe
Network troubleshooting (LAN/WAN, TCP/IP, DNS, DHCP, VLANs)
Hardware troubleshooting — desktops, printers, peripherals
Python
Prompt engineering / Building ai agents
Certification
- Foundations of Cyber Security
- Best Network and Information Security Capstone Project for AI and Cyber Threat Detection
- Introduction to Blockchain Technologies
Timeline
IT Technical Support Specialist
Asahi Beverages
03.2026 - 07.2026
Service Desk Technician
Ausnet
03.2025 - 11.2025
IT Support Specialist (On-site)
Asahi Beverages
03.2024 - 03.2025
Network Engineer
BMC AV
11.2023 - 03.2024
Associate Customer Support Engineer
Tech m
03.2023 - 11.2023
Bachelor of Science - Information Technology
Rvr And Jc
Masters - Network System And Information Security
CQ University