Veera Kotha
Tullamarine,VIC
Imagination is everything. It is the preview of life’s coming attractions.
Albert Einstein
Summary
Articulate IT Systems professional with 3+ years of experience delivering efficient solutions through in-depth technical analysis and troubleshooting skills. Certified in ITIL and Azure Administration, with hands-on expertise in M365 Admin, Entra ID, Window Server, Teams Admin, Microsoft Intune, Print Services. Adept at managing installation, configuration, and support for a wide range of hardware, software, and network systems. Proven ability to support end-users effectively while maintaining system performance and security. Skilled in tools like Jira, Active Directory, AssetPanda Exchange Server, ServiceNow, and remote support platforms (ConnectWise), with a track record of reducing resolution times and enhancing user satisfaction.
Work History
Information Systems Support Officer
Mitchell Shire Council
12.2023 - Current
- Delivered technical support through ICT Service Desk, resolving incidents and service requests across Office 365, Teams, Active Directory, and Azure cloud-based systems within agreed SLAs.
- Worked closely with business units to align IT support with operational needs and upcoming projects.
- Liaised with third-party vendors for hardware repairs, software licensing, and infrastructure services to ensure business continuity.
- Developed and maintained technical documentation and induction materials to enhance end-user understanding and reduce repeat incidents.
- Created and executed PowerShell scripts to automate key IT processes such as bulk account creation, editing AD attributes, calendar sharing have improved team efficiency and reducing manual errors.
- Supported system administration tasks including software patching, system upgrades, audit checks, and remote access configurations across a multi-site environment like multiple Desktop PCs both Admin and Public Access in entire Shire.
- Contributed to service improvement initiatives by analysing Service Desk metrics in Power BI and identifying opportunities to enhance ITSM practices and user experience.
- Provided onsite support for critical staff including Executive and Councillors, managing urgent hardware/software issues and ensuring minimal disruption to service.
Desktop Support Engineer
Symal
06.2023 - 11.2023
- Successfully led and completed a hardware renewal project involving the replacement and deployment of laptops and mobile devices for over 450 users, ensuring minimal disruption, accurate asset tracking, and improved end-user performance across the organisation.
- Adhering to task protocol contains set of procedures required to work with Active directory, PowerShell scripting, Anydesk, O365 accounts and other internal applications.
- Managed high levels of call flow and responded to user's technical support needs.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
IT Support Engineer
WSP
01.2022 - 05.2023
- Maintained inventory of installed desktop hardware and software components to keep records accurate and configured hardware and software to set up workstations for employees.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Troubleshoot potential problems and eliminated before issues escalated or cascaded.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Provided Tier 1 support to non-technical internal users through desk-side support services.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Customer Service Specialist
Commonwealth Bank
04.2021 - 12.2021
- Provided solutions for customer issues with use of Comm bank Library.
- Validated ID and done paperwork to boost After Call Work efficiency on NEO.
- Handled bank customers in fast-paced environment setting in coordination with solid team of 30 customer service associates.
- Assessed caller accounts to determine additional benefits, identify service needs and resolve issues.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Master of Science - Information Technology
02.2022
- Majors in Mobile Application Development
- Awarded Graduate Certificate in Project Management
Skills
- Window Server, DNS, DHCP
- PowerShell, SQL
- Account Management, Group Policy
- IT Asset Management, AssetPanda
- Documentation, Confluence
- Project Coordination
- MS Excel, PowerBi
- Active Directory, Entra ID
- SCCM, MDT, Microsoft Intune
- HTML, CSS, JavaScript, WordPress
- Microsoft O365 Administration
- Device building and configuration
- Visual Studio, IntelliJ IDEs
- Unity, Adobe Photoshop & Lightroom
- VPN Configuration, Sophos Connect
- MDM services, Android & iPhones
- Print Service, Paper Cut
- JIRA, ServiceNow, Sharepoint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Overview
5
5
years of professional experience