Jira
Veera Kotha
Tullamarine
Summary
Information Systems Support Officer with a strong installation, configuration and troubleshooting background in computers and related peripheral hardware, software and network connectivity.
Articulate IT Support with 2.5+ years record of finding effective solutions to technical issues through troubleshooting and issue analysis. Proudly certified in ITIL. Promotes dynamic skills in M365 Administration.
Overview
3
3
years of professional experience
Work History
Information Systems Support Officer
Mitchell Shire Council
12.2023 - Current
- Developed comprehensive documentation for IT infrastructure, ensuring efficient knowledge transfer among team members.
- Collaborated with cross-functional teams, ensuring seamless software integration.
- Diagnosed and troubleshot hardware, software and network issues.
- Improved customer satisfaction by promptly addressing and resolving IT issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Generated reports to track performance and analyze trends.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users
Desktop Support Engineer
Symal
06.2023 - 11.2023
- Primary focus is to work on Domain migration project dealing with change over of user's system access to various internal web applications and remote systems.
- 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.
- Helped streamline repair processes and update procedures for support action consistency.
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.
- Managed over 45 User issues/Week which helped to clear oncoming traffic of ticket in Service Now
- Removed malware, ransomware and other threats from laptops and desktop systems
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Provided Tier 1 support to non-technical internal users through desk-side support services.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
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
Central Queensland University
Melbourne, VIC02.2022
Skills
- Cross-Functional Collaboration
- Technical Support
- Account Management
- IT Asset Management
- Documentation And Reporting
- Project Coordination
- Application support
- MYSQL, MS Excel, PowerBi
- Active Directory
- PowerShell, SCCM
- HTML, CSS, JavaScript, WordPress
- Windows OS Desktop Support and Troubleshooting
- Microsoft O365 Administration
- Microsoft Azure
- Device building and configuration
- Visual Studio, IntelliJ IDE
- Unity, Adobe Photoshop & Lightroom
Software
Active Directory
Microsoft 365 Administration
Azure Administration
HPE Content Manager
Technology One
Mimecast
Confluence
Languages
English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Quote
Imagination is everything. It is the preview of life’s coming attractions.
Albert Einstein
Timeline
Information Systems Support Officer
Mitchell Shire Council
12.2023 - Current
Desktop Support Engineer
Symal
06.2023 - 11.2023
IT Support Engineer
WSP
01.2022 - 05.2023
Customer Service Specialist
Commonwealth Bank
04.2021 - 12.2021
Master of Science - Information Technology
Central Queensland University
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