Sruthi Bojja
Melbourne,VIC
Summary
Dedicated IT professional with extensive experience in IT Service Desk and Digital Classification operations. Proficient in troubleshooting, vendor management, SLA reporting, and process automation. Currently enhancing skills in cybersecurity frameworks (NIST IR, MITRE ATT&CK) and security tools (SIEM, EDR, IDAM, DLP) to transition into Cyber Security Analyst roles.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Digital Classification Consultant
Insurance Australia Group
11.2025 - Current
- Supported and delivered capability uplift with operational partners delivering IAG’s Digital Classification (DC) services.
- Managed day-to-day relationships with vendors (EXL, Grace Records Management, Zircodata, Canon) for inbound documents.
- Represented DC in IAG strategic programs impacting DC services with management oversight.
- Reported on DC performance including SLA adherence across vendors; provided feedback for improvements to partners and management.
- Provided technical support, training, and coaching to partners on Document Management System requirements, access, and queries.
- Ensured stakeholder communication and engagement across all lines of business; managed issues within IAG’s frameworks with oversight.
- Maintained awareness and compliance with Group Delegations & Authorities Policy.
IT Service Desk Analyst
Insurance Australia Group
05.2023 - Current
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to end-users.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Collaborated with cross-functional teams to troubleshoot complex technical problems and prevent future occurrences.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed and troubleshot hardware, software, and network issues; installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up workstations for employees; monitored system performance to identify potential issues.
Customer Initialization Specialist
Red Energy
04.2022 - 04.2023
- Deliver timely and accurate customer Initialisation services which assure the highest levels of data
quality and compliance. - Providing specialized support in customer Initialisation functions to facilitate one contact
resolution - Communicating with various internal teams to ensure that processes are effective and customers
are fully aware of the potential issues impacting their account. - Proved successful working within tight deadlines and fast- paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Agent
Probe Group
10.2020 - 02.2022
- First point of contact for all Asahi Lifestyle beverage, and premium beverage customers.
Ensuring that all customer enquiries are answered in a prompt and professional manner and
meeting set KPIs. - Using In-house software to access data and answer customer queries within predetermined service
times. - Entering customer requests/queries on-line and maintaining accurate customer records.
- Documenting and provide appropriate technical support material to customers as required.
- Escalating more complex customer enquiries to relevant channels.
- Liaising with agents on customer queries and complaints.
Administration Officer
Probe Group
03.2020 - 05.2020
- Involved working for the client ‘Energy Australia'.
- Involved Back Office billing, Data Entry.
- Developed an eye for detail while making notes in customer accounts of the action taken on that account.
- Learned to navigate through multiple windows related to tasks and finish the work effortlessly.
- Raised Service Orders for De-energization and final reads for gas and electricity to all Energy Australia Clients.
- Manually corrected Meter Read Errors and evaluated High Bills.
- Reporting to TL on time and completing the work allocated before COB.
- Actively took part as a team member and demonstrated initiative in helping my colleagues or even team leads at times.
- Demonstrated integrity and strong code of conduct by always being punctual, helpful and transparent.
- Managed communication with my co-workers, team leaders, operations manager, Energy Australia trainers simultaneously while finishing through my work allocation, all through virtual platform.
- Made sure the action taken on the account complied with quality assurance requirements.
Customer Service
IGA Australia
01.2019 - 11.2019
- Resolved customer queries efficiently, enhancing overall satisfaction and service experience.
- Processed payments using EFTPOS, ensuring accuracy and efficiency in transactions.
- Handled inbound calls, addressing product inquiries and providing timely support.
- Prioritized tasks effectively while managing customer interactions and inventory updates.
- Coordinated daily rosters and facilitated smooth delivery acceptance procedures.
- Demonstrated professionalism and punctuality in all customer service interactions.
Education
Professional Year - IT
Performance Education
Melbourne02.2021
Master of Information & Communication Technology - undefined
La Trobe University
Melbourne07.2019
Bachelor of Engineering - Computer Science
Osmania University
Hyderabad, India07.2017
Skills
- Strong Analytical and Problem-Solving Skills
- Time Management & Prioritization
- Document and Records Management
- Incident Management & ITIL Knowledge
- Remote Support & Service Desk Expertise
- Network Diagnostics & Technical Troubleshooting
- Software Installation & Hardware Diagnostics
- Digital Classification & Information Governance
- Vendor Management & SLA Performance Reporting
- Continuous Improvement & Process Automation
- Technical Support & Training (Document Management Systems)
- Cybersecurity Foundations (NIST IR, MITRE ATT&CK, SIEM, EDR, IDAM, DLP)
Websites
Certification
ITILV4 foundation level (May 2020, no expiry).
Currently doing a Google course on Foundations of Cybersecurity
Timeline
Digital Classification Consultant
Insurance Australia Group
11.2025 - Current
IT Service Desk Analyst
Insurance Australia Group
05.2023 - Current
Customer Initialization Specialist
Red Energy
04.2022 - 04.2023
Customer Service Agent
Probe Group
10.2020 - 02.2022
Administration Officer
Probe Group
03.2020 - 05.2020
Customer Service
IGA Australia
01.2019 - 11.2019
Master of Information & Communication Technology - undefined
La Trobe University
Professional Year - IT
Performance Education
Bachelor of Engineering - Computer Science
Osmania University