Saiteja Pendyala
Carnegie,VIC
Summary
Dedicated and skilled IT professional with a strong background in technical support and customer service. Known for effectively managing multiple priorities, solving complex problems under pressure, and maintaining a positive attitude. Possesses excellent communication skills, both written and verbal, and a proven ability to work well in team environments. Adept at building and maintaining relationships with clients and colleagues. Flexible, adaptable, and committed to continuous learning and professional development.
Overview
3
3
years of professional experience
Work History
Customer Service Representative Team Lead
DNA Recruitment
06.2021 - Current
- Coached new team members on service techniques.
- Promoted for outstanding enthusiasm and calmness under pressure.
- Escalated issues when standard processes were not effective.
- Managed disruption during incidents.
- Supervised teams of up to 10 people.
- Demonstrated strong operational knowledge and proactive response times.
- Maintained a positive record with clients.
- Supervised communication duties and passenger engagement events.
- Assisted with distribution of wayfinding materials for disruption projects.
IT Support Engineer
Monash University, Clayton Campus
10.2022 - 03.2023
- Provided technical support through various channels.
- Responded to user requests in a timely manner.
- Acted as an effective interface between users and service providers.
- Maintained accurate log entries of reported faults.
- Regularly updated requests and provided realistic resolution times.
- Escalated technical queries according to established procedures.
- Completed additional assigned duties as directed.
Education
Master of Information Technology - Cloud Computing And Network Security
Charles Sturt University
Melbourne, VIC06.2021
Skills
- Experience with Microsoft technologies: Windows Server, O365, Windows 7-10, Active Directory, Exchange
- Experience with VMware and cloud technologies
- Demonstrated experience in a comparable Service Desk position
- Strong communication and interpersonal skills
- Good time management, analytical, and problem-solving skills
- Flexibility around shift work, staggered between 6am and 10pm on standard business days
- Familiarity with ITSM environment and ITIL processes (ITIL Foundations accreditation preferred)
Timeline
IT Support Engineer
Monash University, Clayton Campus
10.2022 - 03.2023
Customer Service Representative Team Lead
DNA Recruitment
06.2021 - Current
Master of Information Technology - Cloud Computing And Network Security
Charles Sturt University
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