Summary
Overview
Work History
Education
Skills
Affiliations
Projects
Timeline
Generic

SUPRAJA GUDURU

Truganina,Australia

Summary

An IT Support Engineer with 1 year of helpdesk experience and 2 years of customer service experience. Seeking to be part of a reputed organization that provides steady career growth along with job satisfaction challenges and provides value addition to the success of the organization.

Overview

4
4
years of professional experience

Work History

Service Desk Analyst

Illion
01.2022 - Current
  • Providing first-level triage and problem resolution
  • Managing the life cycle of all service tickets/incidents
  • Desktop support of desktop operating systems and MS applications, experience in supporting hardware
  • Receiving and ensuring a timely response to help desk, telephone, email and other requests for assistance with the handheld computing devices
  • Tracking the progress of requests and liaising as necessary with support team, users
  • Demonstrate professionalism and positivity toward clients, customers, and other staff at all times
  • Strong customer focus with a positive and proactive approach to customer satisfaction
  • Accurately will log resolution or investigative work into the Service Desk system
  • Triage issues raised and either solve the issue or escalate it to the relevant resolver group.

Collections Specialist

Illion
07.2021 - 12.2021
  • Negotiate with debtors with the intent of finalizing payment of outstanding accounts
  • Effective communication and negotiation skills
  • Thorough knowledge of privacy legislation
  • Effective listening skills
  • Ability to diffuse tense situations and remain calm with aggressive debtors
  • Takes ownership and responsibility for own work areas - acts independently where appropriate
  • High level of communication skills
  • Sound PC skills.

Collections Specialist

Probe Group
04.2020 - 06.2021
  • Resolved conflicts and negotiated mutually beneficial agreements between parties
  • Answering inbound calls and calling 90 to 100 outbound calls per day
  • Ensure compliance with documented procedures and processes
  • Maintained up-to-date records of skills, and qualifications and completed training in the development module
  • Maximised collections for clients through high levels of productivity, and excellent negotiation skills.

Sales Consultant

Lycamobile
01.2020 - 03.2020
  • Working as a full-time Sales Consultant for Lycamobile
  • Work includes Inbound customer service roles where we handle Calls, emails, and SMS whilst having an outbound aspect to follow up on customer queries
  • There is also an administrative component to this position which will require excellent attention to detail, written communication, and organizational skills
  • Built Confidence in conversing with different types of customers and having the ability to multitask, problem-solving skills, retain information and work well under pressure and quickly build rapport and gain trust.

On-boarding IT Support Officer

DG Business Solutions
  • Liaising with and supporting agents over the phone
  • Taking ownership of incidents and requests via a ticketing system and following them through to resolution
  • Documenting diagnosis and resolution of faults
  • Troubleshooting level 1 and level 2 IT-related issues and prioritizing escalation to the 3rd level/ party to ensure effective resolution of tickets when required
  • Remote access support, Citrix environment accessing, working on software platforms and applications including Windows, Office 365, and always on VPN (AnyConnect)
  • New user setup, from the technical side i.e., active directory through to on-call training.

Education

Masters of Information Technology - Computer Systems and Network

Charles Sturt University

Bachelor of Technology - Information Technology

Kakatiya Institute of Technology and Science

Skills

  • Liaising with and supporting users over the phone and in person; taking ownership of incidents and requests via a ticketing system and following them through to resolution
  • Experienced in windows: MS Word, PowerPoint, Excel, Outlook, Office 365
  • Documenting diagnosis and resolution of faults
  • Providing remote access support spanning various technologies including Citrix and TeamViewer
  • Hardware Troubleshooting
  • Technical Support

Affiliations

  • Participated in a workshop conducted by KITS Warangal and received an IEEE certificate on 'Autobotix'
  • Participated in a paper presentation on 'Biometrics'

Projects

Cyber Attack detection and prevention system for IoT Networks, Higher Level of security is considered to be an important factor. NTP and SDN methods is being get proposed which help in security threads. Metro Smart Card-Application, Kakatiya University, Developed Metro Smart card for travel friendly. Online ticket recharge, checking train times.

Timeline

Service Desk Analyst

Illion
01.2022 - Current

Collections Specialist

Illion
07.2021 - 12.2021

Collections Specialist

Probe Group
04.2020 - 06.2021

Sales Consultant

Lycamobile
01.2020 - 03.2020

On-boarding IT Support Officer

DG Business Solutions

Masters of Information Technology - Computer Systems and Network

Charles Sturt University

Bachelor of Technology - Information Technology

Kakatiya Institute of Technology and Science

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