Vamsy Dasari
North Strathfield,NSW
Summary
Analytical thinker as a technical Service Desk Analyst with 5 years of high-quality tech support interaction for internal and external customers ranging from executives to end-users in small and large corporate environments. Industry experience includes conglomerate, public housing, community services, utilities, maintenance, Communities and Justice, and non-profit organizations in implementing second-level support through taking calls and handling service requests using cross platforms and excellent support service relations. Detail-oriented, organized, and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
Work History
IT Service Desk Analyst
DCJ
09.2022 - Current
- Answering telephone calls and live chats and in person to guide customers through troubleshooting steps, to diagnose and resolve technical issues with computer applications or hardware faults
- Providing advice to DCJ employees to ensure as many inquiries are resolved without need for escalation to Tier 2 IT support teams
- Data entry of information and actions taken in real-time for every customer interaction in a web-based ITSM application and making triage decisions on categorization, prioritization and allocation of work to the correct Tier 2 IT support team to ensure most efficient issue resolution
- Administrative processing of work items to provision access to IT systems, submission of warranty claims, and logistics of service calls
- Adhering to relevant policies, procedures, and processes to ensure information and advice provided to clients is current and accurate
- Answering, clarifying and responding to client questions/complaints and status follow up calls, including the nature of the enquiry, problem or issue to ensure accurate advice is provided to the client and complex matters are escalated appropriately
- Identifying gaps in the Service Desk knowledge base and issues that may impact on service delivery
- Following processes and schedules relevant to work rosters, timelines, task rotations and breaks to ensure continuity of service delivery
- Working closely with a range of internal/external stakeholders and other subject matter experts to seek advice on complex matters and escalate issues where appropriate.
- Used ticketing systems like Service Now and Jira to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
IT Service Operations Specialist
Endeavour Group
02.2022 - 09.2022
- Manage and lead expectations, resolve and provide solutions to issues, and be a point of escalation and follow-through all aspects of IT service management
- Maintaining Active directory and provide day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers, computer hardware, mobile device, AV system and familiar with retail store support via Ticketing and Phone support and onsite support as required
- Receive guidance and provide advice and regular updates on operational issues and model the adoption of a customer-centric approach to IT service delivery
- Support team, work collaboratively to contribute to achieving the team's business needs and being empathic and appropriately responsive to the IT service needs of stakeholders
- Supports Windows and MAC
- Diagnose and troubleshoot computer and general network issues for IT consumers, including our internal IT Service Towers (i.e
- Enterprise Architecture; Customer Technology; In-Store Digital etc.) Supporting office staff in utilizing our technology in a way that supports efficient and effective ways of working and escalating issues, keep informed, advise, and propose solutions
- Incident acceptance, recording, classification, triaging and log issues and requests that capture key information
- Prioritize Incident response and provide support to treat immediate challenges (symptoms) resulting from user, technology, and process issues
- Proactively resolved issues and problem management by monitoring, investigation, analysis, reporting and engaging with third parties
- Participate in on-call activities and follow escalation process to provide 24/7 support on weekdays and weekends.
IT Service Desk Consultant
Downer (Spotless)
02.2018 - 02.2022
- Managing customer inquiries and requests and negotiating and logging all inquiries and incidents into the Work Management System
- Escalating any difficult or conflict situations according to the priority for maintaining priority to ensure SLAs are met
- Coordinating with other parties for updates on outstanding incidents to maintain excellent customer service relations
- Providing second-level support by answering the phone and handling the resulting incident or service request, using WMS and the request fulfillment process for the service desk
- Accept calls, handle incident or carrier requests, use incident management processes, and provide first aid by completing requests per service desk goals
- Troubleshoot Exchange 2013/Outlook 2013 mailbox and connectivity issues to troubleshoot user and server issues
- Assist end-customer support to subcontractors for proprietary software (WMS) and assist customers with maintenance issues for the NSW Government.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
Education
Advanced Diploma in leadership and management -
01.2021
Graduate Diploma in cybersecurity and Network engineering -
01.2019
Professional year (cert IV in computer science) -
01.2017
Master's in Networking from Charles Sturt University -
01.2015
Bachelor's in computer science engineering from Osmania University-Hyderabad -
01.2013
Skills
- Active directory, Office 365, SSCM, Exchange, Azure AD, Microsoft Endpoint, Miro, Tableau, lucid charts, Genesys Cloud, Microsoft Intune
- Foundational level (C, C), HTML, CSS, and SQL
- UNIX, Windows, and Macintosh
- Zendesk, ServiceNow, JIRA, WMS, Touch Point
- Software Support
- Network Troubleshooting
- Escalation Management
- Critical Thinking and Time management
- Remote Support and Incident Management
Continuous Learning
- Microsoft certified: System Administrator
- Cisco Certified: Network Associate
- Splunk and CompTIA+
- ITIL 4 certified
Timeline
IT Service Desk Analyst
DCJ
09.2022 - Current
IT Service Operations Specialist
Endeavour Group
02.2022 - 09.2022
IT Service Desk Consultant
Downer (Spotless)
02.2018 - 02.2022
Advanced Diploma in leadership and management -
Graduate Diploma in cybersecurity and Network engineering -
Professional year (cert IV in computer science) -
Master's in Networking from Charles Sturt University -
Bachelor's in computer science engineering from Osmania University-Hyderabad -
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