SRAVAN KATTA
GEELONG,VIC
Summary
Results-driven IT Professional with comprehensive experience in technical support across Azure, Active Directory environments and network management. Demonstrated ability to enhance operational efficiency through effective issue resolution and escalated support, contributing to improved customer satisfaction and seamless service delivery.
Overview
1
1
Certification
4
4
years of professional experience
Work History
IT Engineer (Contractor)
EIL Group
Adelaide, SA
01.2026 - Current
- Deployed software and operating systems utilizing SCCM and other deployment technologies.
- Configured and maintained network infrastructure for reliable connectivity and functionality.
- Managed Active Directory users and computers to ensure efficient access control.
- Diagnosed and resolved hardware, software, and operating system issues for Windows 10, Windows 11, macOS, and MS Office 365.
- Installed computer hardware and peripherals to enhance overall user experience.
- Configured mobile device settings to enhance performance and security.
- Provided advanced support for mobile device management systems to improve operations.
- Executed Ethernet troubleshooting in collaboration with global support teams.
Service Desk Technician - Tier 2
Endeavour Foundation
Brisbane, QLD
09.2025 - 12.2025
- Resolved complex IT queries escalated from tier 1, minimizing downtime and ensuring rapid resolution.
- Provided technical support to remote locations and subsidiaries across Australia, ensuring seamless operations.
- Supported Endeavour Foundation's virtual desktop infrastructure to enhance user experience.
- Developed strong customer relationships while sensitively addressing technical issues.
- Provided training and detailed documentation for tier 1 team members and new starters.
- Identified cost-saving opportunities and security breaches, contributing to enhanced operational security.
- Maintained operational excellence for disability support services, aligning technology infrastructure with organizational mission.
- Improved technology systems, resulting in enhanced service delivery for users.
IT Support Specialist
St Mary MacKillop College
Canberra, ACT
02.2024 - 08.2025
- Provided level 1 and 2 technical support through email, telephone, in-person, and ticketing for over 1000 users.
- Diagnosed and resolved complex network and system issues with emphasis on root cause analysis.
- Configured and deployed end-user devices using MDM solutions for computers, tablets, and mobile devices.
- Managed complete ICT asset lifecycle including procurement, deployment, maintenance, and disposal.
- Collaborated with external vendors for hardware and software procurement, ensuring timely resource availability.
- Maintained comprehensive documentation and knowledge base, streamlining access to information for team members.
- Enhanced troubleshooting processes by implementing best practices, resulting in faster resolution times for technical issues.
- Delivered support services within Catholic education environment to meet specific user needs.
IT Support Contractor
St Mary MacKillop College
Canberra, ACT
03.2023 - 02.2024
- Provided level 1 and 2 technical support via multiple communication channels, enhancing user experience.
- Delivered level 1 and 2 technical support across all communication channels.
- Ensured effective resolution of technical inquiries through consistent support.
- Resolved technical inquiries effectively through consistent support, contributing to overall user satisfaction.
IT Systems Engineer
MIT Services (MSP)
Canberra, ACT
08.2022 - 02.2024
- Configured, installed, and updated operating systems across diverse client environments
- Managed Veeam backup solutions for data protection and recovery.
- Assisted end clients with networking issues through remote and on-site support, configuring and maintaining networking equipment to enhance connectivity
- Created and managed user accounts, groups, and policies through Active Directory
- Utilized Spiceworks ticketing system for incident logging, tracking, and resolution, ensuring adherence to ITIL standards
- Performed administration tasks using Office, SharePoint, Exchange, and Intune
- Conducted IT audits and managed assets across multiple client sites to ensure compliance and optimize resource allocation
Education
Diploma of Leadership and Management - Sydney
George Brown College
Sydney01-2022
IT Professional Year Program - with internship
Performance Education
Sydney01-2020
Master of Technology - Computer Networking
Charles Sturt University
Melbourne01-2018
Bachelor of Electrical & Electronics Engineering - Kakinada
JNT University
Kakinada01-2015
Skills
- Microsoft 365 and Office Suite
- SharePoint and Exchange
- Teams and OneDrive
- Azure AD and Microsoft Entra ID
- User management and policy enforcement
- Device management and compliance monitoring
- Application lifecycle management
- Security and endpoint protection
- On-premises AD to Exchange Online migration
- Virtual machines and Azure administration
- Mobile device management (MDM)
- Network management and troubleshooting
- Windows, macOS, Linux, and Ubuntu support
- Automation and scripting
- Command-line operations and advanced diagnostics
- Network hardware configuration (routers, switches, modems)
- TCP/IP, DHCP, DNS protocols
- VPN setup and firewall configuration
- Email security solutions (Mimecast)
- Service desk platforms (ServiceNow, Zendesk)
- ITIL-compliant workflows and documentation management
- Remote support tools (Screen Connect, AnyDesk)
- Virtualization technologies (VMware, Hyper-V)
- Asset security and compliance monitoring
Technical Expertise
Microsoft 365: Office Suite, SharePoint, Exchange, Teams, OneDrive, Microsoft Entra ID (Azure AD): User management, conditional access, Microsoft Intune administration: Device, policy and compliance management, application life cycle, security and end-point protection, Zero-Touch, Microsoft Exchange administration: Mailbox & user management, mail-flow, automation and scripting, on-prem AD to Exchange Online Migration, Microsoft SharePoint administration: Create and management of sites, Azure Administration: Virtual machines, storage accounts, networking, security, ZENworks Cloud Platform: Service Desk, Application, device, and policy management, Intune: Mobile device management (MDM), endpoint management, compliance console, Google Admin: Setup and Management of ChromeOS devices from Google admin policies, Citrix Workspace DAAS, Windows: 10/11, Windows Server 2019/2022/2025, macOS: Desktop and server environments, device management, Linux: Ubuntu, command-line operations, Kali, Mobile: Android, iOS device support and troubleshooting, Network Hardware: routers/switches, modems, wireless access points, Protocols: TCP/IP, DHCP, DNS, VPN, VLAN configuration, Network Troubleshooting: Advanced diagnostic tools, performance optimization, Virtual Desktop Infrastructure: VMware, Citrix Workspace, Hyper-V, UTM, VirtualBox, Parallels, Network Security: Firewall configuration, VPN setup, network monitoring, Email Security: Mimecast advanced email security, Ticketing Platforms: ServiceNow, Spiceworks, Zendesk, ITIL-compliant workflows, Remote Support: Screen Connect, Splash top, Any desk, ZENworks, Virtualization: VMware vSphere, Hyper-V, virtual machine management, Monitoring: Zabbix, Forti Manager, Documentation: Knowledge base management, process documentation, Security Solutions: FortiGate and Sophos firewalls, VPN Technologies: Forticlient VPN, site-to-site connections, Remote Access, Client-to-Site, intranet/extranet, Cloud VPN, Asset Security: Hardware/software asset protection, compliance monitoring, Access Control: Multi-factor authentication, privilege management, Active Directory Domain Services (ADDS): User and computer account management, Group Policy administration, domain controller configuration, organizational unit management, ZENworks with eDirectory: Novell eDirectory integration, identity synchronization, policy enforcement, directory replication and management, Microsoft Copilot: AI-powered productivity enhancement, automated content generation, intelligent assistance integration across Microsoft 365 suite, ChatGPT: Advanced conversational AI for problem-solving, documentation creation, technical research, and knowledge base development, Perplexity: AI-driven search and analysis for technical troubleshooting, knowledge discovery, and real-time information gathering, VoIP & Communications: 8x8 VOIP platform, Ring Central, Telecommunications: Telco management systems and infrastructure, Zero Touch, Access Control: SALTO smart access, WMSPro access control systems, Insight, Print Management: Canon Uniflow printer management system, Digital Signage: Vivi digital signage platform, Automation: PowerShell scripting, Windows administration automation, Database: Basic SQL, Scripting: PowerShell, Batch scripting, basic Python
Accomplishments
- Successfully managed IT infrastructure for over 1,000 users across educational and corporate environments.
- Achieved over 95% customer satisfaction through professional communication and efficient problem resolution.
- Azure AZ-104 and AWS Solutions Architect certified professional.
- Transitioned from contractor to permanent employee based on exceptional performance.
Core Competencies
Advanced Problem-Solving: Complex issue resolution with systematic approach, Escalation Management: Expert handling of Tier 2 technical escalations, Network Diagnostics: Comprehensive knowledge of internal/external network issues, System Integration: Establishing correct software/hardware prerequisites, Professional Communication: Excellent telephone etiquette and customer interaction, Relationship Building: Proven ability to maintain customer relationships during issue resolution, Service Delivery: Consistently meet organizational KPIs and SLA requirements, Stakeholder Management: Effective communication with technical and non-technical audiences, Team Leadership: Mentoring and training team members, Knowledge Sharing: Creating documentation and best practice guides, Process Improvement: Proactive identification of efficiency opportunities, Continuous Learning: Commitment to maintaining industry-standard knowledge
Key Achievements And Metrics
4+ years of progressive IT support experience across multiple industries, 1,000+ users supported across educational and corporate environments, 95%+ customer satisfaction maintained through professional service delivery, Zero critical incidents during tenure at major client sites, Contractor to Permanent transition based on exceptional performance, Successfully migrated 500+ users to Microsoft 365 cloud environment, Implemented automated PowerShell scripts reducing manual tasks by 40%, Maintained 99.9% uptime for critical business systems, Reduced average ticket resolution time by 30% through process optimization, Industry Certifications: Azure AZ-104, AWS Solutions Architect Associate, Leadership Training: Diploma in Leadership and Management, Continuous Learning: Pursuing additional Microsoft and networking certifications
References
Professional references available upon request. Ready to contribute to organizational success through exceptional technical support and innovative IT solutions.
Education And Certifications
Microsoft Azure Administrator (AZ-104), Microsoft, Current, AWS Solutions Architect - Associate, Amazon Web Services, Current, Master of Information Technology in Computer Networking, Charles Sturt University, Melbourne, 2016-2018, Diploma of Leadership and Management, George Brown College, Sydney, 2021-2022, IT Professional Year Program with internship, Performance Education, Sydney, 2019-2020, Bachelor of Electrical & Electronics Engineering, JNT University, Kakinada, 2009-2015, CompTIA Security+, Cisco CCNA, CompTIA Network+
Additional Qualifications
Current Driver's License: Available for multi-site support and onsite visits, Security Clearance: Active National Police Check, ACT WWVP including children, Queensland Yellow and Blue cards, Flexible Availability: Experience working in autonomous and collaborative environments, Remote Support Expertise: Proven capability to provide technical support to remote locations, High Confidentiality Standards: Demonstrated ability to maintain strict confidentiality, Pressure Management: Proven ability to work efficiently under pressure and tight deadlines, Multi-tasking Excellence: Outstanding attention to detail while managing multiple priorities, Customer-Focused Approach: Committed to establishing customer-focused outcomes
Languages
English
Native/ Bilingual
Telugu
Native/ Bilingual
Hindi
Limited
Affiliations
- Volunteer at Meridian aged care, Canberra, ACT.
Certification
- Microsoft Azure AZ-104
- AWS Solutions Architect
Timeline
IT Engineer (Contractor)
EIL Group
01.2026 - Current
Service Desk Technician - Tier 2
Endeavour Foundation
09.2025 - 12.2025
IT Support Specialist
St Mary MacKillop College
02.2024 - 08.2025
IT Support Contractor
St Mary MacKillop College
03.2023 - 02.2024
IT Systems Engineer
MIT Services (MSP)
08.2022 - 02.2024
Diploma of Leadership and Management - Sydney
George Brown College
IT Professional Year Program - with internship
Performance Education
Master of Technology - Computer Networking
Charles Sturt University
Bachelor of Electrical & Electronics Engineering - Kakinada
JNT University