Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TEJA REDDY PANNALA

Melbourne

Summary

Skilled and proactive IT Support Engineer with over 3 years of experience delivering Level 1 technical support in managed service environments. Adept at troubleshooting complex hardware, software, and network issues while managing Windows Server environments, Active Directory, Microsoft 365, and core networking infrastructure. Experienced in system administration, user access control, endpoint security, and backup solutions. Known for strong communication, attention to detail, and mentoring junior technicians to improve support quality. Passionate about improving system reliability, documentation, and overall user experience through efficient and scalable IT practices.

Overview

7
7
years of professional experience
1
1
Certification

Work History

IT Support Engineer

TSA
07.2023 - 03.2025
  • Delivered Tier 1 and Tier 2 support for mobile connectivity issues, device configuration, VoLTE, SIM activation, and APN troubleshooting across Android and iOS platforms.
  • Logged, tracked, and resolved incidents and service requests using Telstra’s internal CRM and ITSM platforms, ensuring compliance with ITIL-based SLAs.
  • Provided remote assistance for mobile device provisioning, software updates, email configuration, and network diagnostics.
  • Escalated unresolved technical issues to network operations teams and collaborated with backend engineers to ensure timely resolutions.
  • Assisted in mobile device lifecycle management including new activations, porting, service cancellations, and warranty claims.
  • Advised customers on self-service tools, billing systems, mobile plans, and usage optimization to enhance customer satisfaction and reduce ticket volume.
  • Maintained accurate technical documentation, SOPs, and knowledge base articles for mobile support workflows.
  • Stayed up to date with Telstra’s evolving mobile technologies, tools, and procedures through ongoing training and certifications.

IT Support Engineer

Cyient Ltd
05.2018 - 12.2021
  • Provided Level 2 technical support, resolving complex hardware, software, and network issues across multiple client environments.
  • Acted as escalation point for L1 technicians and guided them in troubleshooting and incident resolution.
  • Administered Windows Server, Active Directory, DNS, DHCP, and Group Policy in managed service environments.
  • Managed Microsoft 365 administration, including user accounts, email, Teams, and security configurations.
  • Configured and maintained network infrastructure including routers, switches, firewalls, and VPNs.
  • Monitored system performance, applied patches, and maintained data backups to ensure system reliability.
  • Created documentation for troubleshooting and provided mentorship to junior support staff.

Education

Master of Science - IT Network Security

Charles Sturt University
Melbourne, VIC
07-2023

Skills

  • Operating Systems: Windows 10/11, Windows Server (2016/2019/2022), Linux (basic)
  • Directory Services: Active Directory, Azure AD, Group Policy
  • Networking: TCP/IP, DNS, DHCP, VPN, VLANs, LAN/WAN, Firewall Rules
  • Cloud Platforms: Microsoft 365, Azure, Exchange Online
  • Virtualization: VMware, Hyper-V
  • Remote Tools: RDP, TeamViewer, AnyDesk, ConnectWise
  • Security: Endpoint Protection, MFA, BitLocker, Firewall Configurations
  • Backup & Recovery: Veeam, Acronis, Windows Backup
  • Monitoring Tools: SolarWinds, Nagios, PRTG (basic)
  • Ticketing Systems: ServiceNow, ConnectWise, Zendesk, Freshdesk
  • IT Tools: PowerShell (basic scripting), SCCM, Intune, WSUS
  • Documentation: Confluence, SharePoint, OneNote

Certification

  • CCNA (Cisco Certified Network Associate) – Fundamentals – Udemy, Completed
  • Microsoft Certified: Modern Desktop Administrator Associate – In Progress
  • CompTIA Security+ – In Progress

Timeline

IT Support Engineer

TSA
07.2023 - 03.2025

IT Support Engineer

Cyient Ltd
05.2018 - 12.2021

Master of Science - IT Network Security

Charles Sturt University

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TEJA REDDY PANNALA