Vamsimadhava Penti
Tarneit,VIC
Summary
Detail-oriented Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
The Royal Melbourne Hospital
08.2023 - Current
- An IT Service Desk Analyst provides frontline technical support to users, addressing issues via phone, email, or ticketing systems.
- Managed approximately 30 incoming calls and emails per day from users.
- We troubleshoot, resolve, and escalate IT problems, ensuring efficient operation and user satisfaction while maintaining detailed documentation of incidents and service requests.
IT Help Desk and Project Support
Western Health EMR (Electronic Medical Records)
06.2022 - 08.2023
- EMR Help Desk is primary contact point for staff regarding EMR issues, providing timely assistance and resolution via various communication channels while maintaining comprehensive documentation for efficient tracking and analysis.
Level 1.5 IT Help Desk Agent
Probe CX
01.2022 - 06.2022
- Respond to inquiries from Coles Group team members regarding IT issues, utilizing knowledge bases and advanced system access to resolve customer concerns initially whenever feasible.
Customer Care Specialist
Probe CX
08.2021 - 01.2022
- Engage customers via phone to foster relationships through personalized interactions, self-service options, and facilitating their requests.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed policies to increase accuracy and resolution of customer care department.
Education
Master of Information Technology in Networking - Computer Networking
Charles Sturt University
Melbourne, VIC01.2018
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Jawaharlal Nehru Technological University
Hyderabad, India01.2016
Skills
- ServiceNow
- Citrix Director
- Remote Access Management (VNC, MSRA)
- SCCM
- Active Directory Administration
- Exchange Admin
- Hardware/Software Installation Support
- Windows/MAC OS
- LAN/WAN Troubleshooting
- Excel
- Microsoft Office 365
- HTML/CSS
- MFA
- Microsoft Outlook
- Microsoft Teams
- Webex
- Slack
- Network Troubleshooting
- Application support
- ITIL Knowledge
- Incident Management
- Security awareness
- Escalation management
- Service Desk Experience
- Microsoft Outlook
- Software Installation
- Desktop support
- Incident Management
- Security awareness
- Escalation management
- Service Desk Experience
- Desktop support
- Application installations
- Incident Management
- Security awareness
- Escalation management
- Application installations
Workrights
Permanent Resident
References
Available upon request
Certification
- [Area of certification] Training - [Timeframe]
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