Santosh Reddy Sripaathi

Worked as an IT Technical Support Officer in RS & RU FUELS Pty Ltd.
Provided onsite and remote support to the sites (Retail) and head office staff.
Provided day-to-day operations for POS system, Windows servers, and daily routines.
Answer telephone calls and address site level and office staff queries, respond to email enquiries. Escalate issues according to their level of complexity. Use Aegis and Jira ticketing system to log the jobs. Configure new Windows machines for rollout and ensure system configuration matches standardised operating environments. Replace hardware on failing machines and install new hardware on request. Install new machines and upgrade existing machines on location. Configure Cisco routers, smart switches, WAP (Wireless Access Points), and printers. Configure and install integrated EFTPOS system (IP EFTPOS & PC EFTPOS). Manage assets through asset tracking tool. Configure Microsoft devices DATALOGIC and HONEYWELL. Configure and install Wash Tec, Codax integrated carwash controller. Troubleshoot hardware and software in level PCs, laptops, tablets, phones, and printers.
Fixing all Microsoft Outlook, Exchange, and Network issues within downtime. Set up the office Staff phones (Cisco VoIP Phones, Jabber), Desktops, laptops, and Tablets. Set up the whole convenience sites (From scratch to make it Operational). In-house developed application support. OTR App support. On-call backup experience for 24/7.

Description: Jamieson Publishing Pty Ltd is a multimedia publisher, building and distributing paper-based magazines, books, and newsletters. We also manage online publishing, such as websites, e-newsletters, and streaming video.
Responsibilities:

- Providing day-to-day operations for Windows servers, Microsoft Exchange Servers, and Active Directory.
- Maintaining up-to-date backup and antivirus.
Installing and configuration of new PCs, laptops, and smartphones.
Writing end user procedures and training material, and running staff training sessions. Out-of-office support for any urgent issues that need to be solved.
Maintaining day-to-day in-house database operations.
Troubleshooting and installing routers, modems, and switches. Troubleshooting computer hardware issues. Troubleshooting and installing Windows Server 2003/XP/Windows 7. Designing order forms and creating designs for magazines with Adobe Professional CS3.
Designing newsletters and uploading advertisements to websites, maintaining and updating multiple websites. (Websites technology platform includes PHP, MySQL, HTML, Apache, Tomcat, CSS, and Java Script, and Bullant CMS, James Mail Server, WordPress, cPanel). Troubleshooting Microsoft Office suite including configuration of Outlook. Configuration of Active Directory, Mail Server (Mdaemon), Firewalls, Anti-virus, and Backup. Terminal Configuring and installing of Microsoft Product Suites and Adobe Photoshop/InDesign.
Providing e-marketing strategies (Email Marketing Software, Social Media, blogs, etc.).

Description: Metcash is a leading marketing and wholesale distribution company and owner of many well-known consumer brands. Metcash has over 80 years of experience supporting and defending the independent retail market in the food, grocery, liquor, and hardware sectors. Metcash supplies to more than 120,000 customers per year from world-class distribution facilities in Australia and New Zealand.
Responsibilities:

- Provide end-to-end Incident Management: Recording accurate and comprehensive details of incidents and achieving resolution at first contact.
User Account Management - Account creation or deletion requests within the target time frame as specified in the Service Now Catalogue for organization's Core Systems. Documentation of process - Regular team involvement in identification of improvements and documenting process improvements. 1st and 2nd line support - troubleshooting of IT-related problems from in-house software to hardware, such as Blackberry's, Laptops, PCs, and Printers. Taking ownership of user problems and follow up on the status of problems on behalf of the users and inform progress in a timely manner. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Maintaining appropriate permissions for a large user base (6000+) and granting requested permissions timely.
Adhere to ITIL methodologies.
Troubleshooting user issues through remote desktop (Citrix, Timbuktu, LogMeIn, and Terminal Server Manager). Escalating unresolved issues to relevant teams.
Prioritizing tasks according to the business needs and paying high attention to details.
Assisting service level managers in documentation and new project implementation. Maintaining organizational values and cultures.
Maintaining a high standard of professional relationships with all teams in IT, as well as within team members in the Service Desk.