Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sasank Tanguturi

Clayton,VIC

Summary

Experienced Technical Support Specialist with over 3 years of expertise in diagnosing, troubleshooting, and resolving technical issues related to hardware, software, and networks. Adept at providing exceptional onsite and remote support, ensuring high levels of customer satisfaction. Skilled in ITSM practices, process automation, and delivering efficient IT solutions to meet client requirements. Proficient in supporting end-users, documenting workflows, and maintaining data security and integrity.

Overview

5
5
years of professional experience

Work History

Technical Support Specialist

Absyz
05.2024 - 12.2024
  • Provided first-line technical support to clients and end-users, resolving technical issues promptly and professionally.
  • Diagnosed, troubleshot, and resolved hardware, software, and network-related problems both onsite and remotely.
  • Managed service requests through ticketing systems, ensuring timely responses and accurate documentation.
  • Supported user onboarding and offboarding, including account creation, hardware configuration, and access management.
  • Delivered onsite client support for contractual obligations, maintaining exceptional service standards.
  • Contributed to knowledge base development by documenting solutions to common technical issues.

Technical Support Engineer

Capgemini
12.2021 - 11.2023
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Delivered Tier-3 support and SME input to internal and external customers.

IT Support Technician

Finnacle
05.2020 - 05.2021
  • Handled day-to-day IT operations, including troubleshooting hardware and software issues.
  • Managed user permissions, roles, and access to ensure data security and compliance.
  • Designed and implemented efficient workflows to streamline IT support processes.
  • Provided training and support to users, enhancing their technical proficiency and minimizing downtime.
  • Streamlined IT processes for increased efficiency and reduced downtime.

Education

Master of Science - Telecommunications

RMIT University
Melbourne, VIC
08-2018

Skills

  • Technical troubleshooting
  • Remote IT implementation
  • Remote support
  • Incident management
  • ITIL processes
  • Local area network (LAN) engineering
  • Remote desktop services and support
  • Ticket support system management
  • Issue troubleshooting
  • TCP/IP
  • Network configuration
  • Issue escalation

Timeline

Technical Support Specialist

Absyz
05.2024 - 12.2024

Technical Support Engineer

Capgemini
12.2021 - 11.2023

IT Support Technician

Finnacle
05.2020 - 05.2021

Master of Science - Telecommunications

RMIT University

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Sasank Tanguturi