Sudhakar Thottempudi

Served as the first point of contact for over 8,600 lawyers across Perth, providing timely assistance, guidance, and support.

Managed incoming queries using Freshdesk ticketing system, accurately categorizing and assigning

Provided support to employees by troubleshooting and resolving a range of IT-related issues, ensuring minimal downtime and efficient problem resolution.

Utilized iMIS and Objective ECM systems to manage and store data, including archiving information from Freshdesk tickets for accurate record-keeping and future references.

Demonstrated strong experience with Process Maker, integrating it into daily workflows to streamline business processes and improve operational efficiency.

Assisted with onboarding and offboarding by setting up user accounts, hardware, and access to required systems.

Maintained documentation of IT processes, troubleshooting steps, and user guides to support knowledge sharing and training

Managed user accounts in Active Directory and Microsoft 365, including password resets, access provisioning, and permissions management.

Ensured compliance with IT policies and security protocols, including software updates, antivirus management, and data protection measures

• Prepared and submitted reports to document work performed and provided progress updates to management.
• Enhanced customer satisfaction by providing efficient and timely technical support for various issues.
• Kept detailed records of field measurements and data.
• Supported team members in addressing challenging technical issues, sharing expertise and knowledge when needed.
• Managed on-site and off-site installation, repair, maintenance, and test tasks.
• Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
• Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
• Giving support to major companies like Rio Tinto, BHP, Synergy and more.

• Installed and configured IT desktop equipment, including monitors, peripherals, and required cables for workstations.
• Removed the old IT infrastructure and moved to different buildings.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Performed troubleshooting and repaired peripheral devices such as printers and scanners.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
• Ensured compliance with standard operating environment (SOE) policies and IT asset management procedures for hardware and software.
• Set up the whole office with 100 plus desk and arrange them according to the plan.
• Proven ability to work both independently and collaboratively within cross-functional teams to achieve project goals and deliver high-quality results.

• Preparing 320+ laptops with Windows 10 over PXE (Pre-boot Execution Environment) within 3 months.
• Experienced in performing in-place upgrades from Windows 10 to Windows 11.
• Managed administrative tasks and documentation for IT deployments to ensure efficient execution.
• Good understanding of applying Group Policy Objects for device and user policy management.
• Capable of running basic PowerShell scripts to automate tasks.
• Build the laptops based on SOE build process and instructions from internal documentation.
• Migrating user data from old to new laptops, ensuring all necessary applications are installed and configured.
• Organizing time with users by sending calendar request and updating the excel sheet.
• Provided Desktop Support to 2000+ users onsite and remote support.
• Setting up the laptop for the user and workstation.
• Coordinating the replacement of 163 touch pads, involving communication with Dell support, desktop team, asset team, end users, and Dell technicians.
• Scheduling time with user according to their availability and ask dell tech to visit the site.
• Daily updated the Excel sheet after the touch pad has been replaced and share the sheet with other team members for accuracy.
• Pushing application update through Intune portal and SCCM.
• Updated and maintained asset records on Alemba, ensuring hardware details were accurate and up to date for efficient tracking.
• Travel to different sites to deploy the laptops.
• Proficient in using Cherwell Service Management to streamline IT service processes, including incident, service request, change, and problem management.

• Company Overview: Company Overview: (Hays)
• Installed and configured IT desktop equipment, including monitors, peripherals, and required cables for workstations.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Maintained office PCs, networks and mobile devices.
• Performed troubleshooting and repaired peripheral devices such as printers, scanners.
• Established, repaired and optimized networks by installing wiring, cabling and devices.
• Configured hardware, devices, and software to set up workstations for employees.
• (Hays)

• Delivering Comprehensive IT support across Level 1/ 2 for 2000+ users located in different time zones.
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to user's technical support needs.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Responsible for supporting the newly acquired KLS company.
• Worked on Zscaler, SNOW, Citrix, Lotus note, Bomgar remote session and BPCS other software applications.
• Provided comprehensive technical support to end users via in-person, phone, email, and remote assistance, ensuring issues were resolved quickly and effectively.
• Regularly monitoring the tickets on the queue and resolving within the SLA.
• Successfully configured and deployed various end-user devices including desktops, laptops, mobile devices, and peripherals, ensuring they were optimized for performance.
• Maintained accurate records of all end-user devices, including inventory, configurations, and warranty information, contributing to streamlined IT operations.
• Network patching and setting up printer's peripherals and installed, configured and maintained computer systems and network connections.
• Guiding the New Starter with their account and giving training to the user how to use Epiroc interface.
• Creating Knowledge based articles for the users.

• Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
• Addressed support inquiries promptly, ensuring optimal customer satisfaction post-resolution.
• Extensive experience in hardware break and fixing, installation, desk-side software support, and service desk support.
• Provided support for laptops, desktops, and monitors; installed and maintained PCs and associated peripherals.
• Contributed expertise to the implementation and development of comprehensive training programs.
• Regularly contacting users via phone to make schedule and visit their location within a specified ETA.
• Part of the project where I deploy Windows image on large scale.
• Data transferring from old system to new system by using Dell migrate tool.
• Provided on-site and remote field engineering support to major corporations, including WesTrac, Coles, and Woolworths, Roy hill, BHP, Rio Tinto, Royal Flying Doctor Service and other companies.
• Assisted with troubleshooting, deployment, and maintenance of IT infrastructure, ensuring minimal downtime and efficient operations across multiple locations.
• Provided technical support to various end users, including retail staff, corporate employees, and IT Support Engineers.
• Assisted over 1,000 end-users like IT staff, corporate end users, Hospitals, Lawyers, Mining companies and general users with their hardware and software.

• Provided basic end-user troubleshooting and desktop support.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Setting up new system for the user.