Jira
Hi, I’m
Veera Kotha
Tullamarine
Imagination is everything. It is the preview of life’s coming attractions.
Albert Einstein
Summary
Articulate IT Support professional with 3+ years of experience delivering efficient solutions through in-depth troubleshooting and technical analysis. Certified in ITIL and Azure Administration, with hands-on expertise in M365 Administration, Entra ID, and Microsoft Teams Admin Center. 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 Active Directory, Exchange, ServiceNow, and remote support platforms, with a track record of reducing resolution times and enhancing user satisfaction.
With a growing passion for cybersecurity, I am actively steering my career toward becoming a SOC or GRC Analyst. I am particularly drawn to the evolving landscape of digital threats, risk management, and compliance frameworks like Essential 8 framework, VPDSS (Victorian Protective Data Security Standards), ISO 27001 and NIST. My current focus includes developing practical knowledge in threat detection, incident response, and governance practices to align my technical background with security operations. I am also exploring certifications such as CompTIA Security+ and (ISC) SSCP/CC to deepen my understanding and open doors to my next career chapter in cybersecurity.
Work History
Mitchell Shire Council
Information Systems Support Officer
12.2023 - Current
Job overview
- 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
Symal
Desktop Support Engineer
06.2023 - 11.2023
Job overview
- 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.
WSP
IT Support Engineer
01.2022 - 05.2023
Job overview
- 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
Commonwealth Bank
Customer Service Specialist
04.2021 - 12.2021
Job overview
- 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
Central Queensland UniversityMelbourne, VIC
Master of Science from Information Technology
02.2022
University Overview
- Majors in Mobile Application Development
- Awarded Graduate Certificate in Project Management
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)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Affiliations
- Australian Computer Society
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