Sai Srikar Nagandla
Geelong,VIC
Summary
Dynamic and dedicated customer -focused IT professional with over three years of experience in delivering exceptional service and support. Seeking a challenging role at a forward-thinking company where I can leverage my strong communication skills, problem-solving abilities, and passion for helping others to enhance customer satisfaction and loyalty. Committed to creating positive interactions and resolving issues efficiently to contribute to the company's success. Eager to join a team where I can utilize my skills to foster a positive customer experience and drive continuous improvement in service delivery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT SUPPORT Level 1
Ball & Dogget
Breaside, VIC
01.2022 - 05.2024
- Provide comprehensive support to end users for hardware, software, telephonic, and peripheral products to ensure efficient equipment and system utilization
- Strive for first contact resolution to promptly resolve issues and minimize downtime
- Utilize ServiceNow IT helpdesk ticketing system to monitor, manage, and resolve tickets and service requests
- Document solutions for hardware and software issues to build a knowledge base and streamline support processes
- Use SCCM for software deployment to ensure standardized software configurations across the organization
- Contribute to developing procedural and instructional documentation to enhance support efficiency and consistency
- Set up and configure desktops, laptops, and mobile devices for new hires and existing employees
- Provide software application support, including installing commercial software packages and troubleshooting issues
- Deliver technical support via phone, remote access, and in-person interactions as needed
- Implement approved plans and strategies within established timelines to meet organizational objectives
- Document and review processes and procedures to maintain and improve operational standards
- Analyze problems, provide recommendations, and implement solutions to optimize system performance
- Collaborate with staff at all organizational levels to address IT needs and enhance productivity
- Proactively offer advice to improve business processes and support systems
- Foster respectful and trustworthy relationships with partners, managers, and team members
- Maintain detailed reports on service requests and implemented solutions for transparency and accountability
- Responsible for weekly reporting on Ticket Systems statistics to identify trends and training needs to improve end-user system utilization
Technical Support Engineer
Aditya Birla Sunlife Insurance
Hyderabad, India,Telangana
05.2017 - 05.2019
- Company Overview: India
- Improved customer satisfaction by providing timely and efficient technical support
- Resolved complex software and hardware issues for clients, enhancing their overall experience
- Collaborated with cross-functional teams to troubleshoot and resolve system-wide problems
- Reduced downtime by proactively identifying potential technical issues and implementing preventive measures
- Assisted in the development of user-friendly technical documentation, simplifying troubleshooting processes for customers
- Provided remote support for a wide range of technologies, ensuring consistent service quality across all platforms
- Mentored junior technicians, sharing best practices and contributing to a knowledgeable support team
- Implement approved plans and strategies within agreed time frames
- Document and review processes and procedures
- Analyse problems and make recommendations
- Liaise with staff at all levels of our organization
- Be proactive and provide advice to improve and help the business
- Develop a respectful and trustworthy business relationship with the partners, managers, and team members generally
- Maintain comprehensive reports on service requests and the solutions/fix that was implemented
- India
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
Education
MTECH - Enterprise Systems & Business Analytics
Federation University Australia
Skills
- Technical Support & Troubleshooting
- Incident Management
- Hardware & Software Installation
- Active Directory Management
- Network Configuration
- Documentation & Reporting
- Ticketing system operation
- ServiceNow manement
- Network Security basics
- Remote Desktop support
- ITIL Framework understanding
Certification
- Microsoft Certified: Azure Solutions Architect Expert
- Microsoft Certified: Azure Administrator Associate
References
available upon request
Timeline
IT SUPPORT Level 1
Ball & Dogget
01.2022 - 05.2024
Technical Support Engineer
Aditya Birla Sunlife Insurance
05.2017 - 05.2019
MTECH - Enterprise Systems & Business Analytics
Federation University Australia
- Microsoft Certified: Azure Solutions Architect Expert
- Microsoft Certified: Azure Administrator Associate
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