Venkata Vijay Ram Kasina
Perth,Western Australia
Summary
Determined and ambitious Associate Systems Engineer (EUC Engineer) offering comprehensive technical support for Office 365 and Microsoft Teams, managing hardware and printer infrastructure, and ensuring software compliance. Expertise in remote desktop support, developing training materials, and responding to IT incidents, problems, and changes using Service Management tools. Excels in maintaining IT assets and promoting security awareness. Proficient in administering Exchange servers, consistently providing professional customer service and efficiently provisioning IT hardware. Continuously seeks process improvements, role encompasses user assistance, hardware troubleshooting, printer management, software installation, remote support, user training, incident management, problem management, change management, IT asset management, and security compliance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Associate Systems Engineer (EUC Engineer)
Water Corporation
2023.01 - 2024.01
- Provided on-site support at multiple Water Corporation sites in the Perth metro area
- Supported a fleet of 350+ Cisco Desk phones for the clients across Western Australian Water Corporation sites (metro and regional)
- Provided support in-person while on site visits and remotely
- Documented and improved existing processes through problem record management and knowledge base creation to increase SLA compliance and first contact resolution rates
- Aided in improving from 65% to 90% for 3 consecutive months
- Engaging with experienced teams as needed to elevate issues or publicize knowledge about technical systems
- Developed and delivered training materials on Office 365, Microsoft Teams, Hardware usage and print management
- Responded to IT incidents and service requests, documenting incident details, actions taken, and resolutions in the IT ticketing system
- Kept precise records of IT assets and carried out regular audits (fortnightly, quarterly, yearly)
- Promoted security awareness among end-users and ensured compliance with IT Security policies
- Involved in ‘Exchange Server Upgrade’ change project: Exchange 2016 to 2019
- Involved in ‘File Share’ change project: Windows Server 2012 R2 to Windows server 2019.
Associate Systems Engineer (EUC Engineer)
Department of Communities
2022.01 - 2023.01
- Administered and managed the deployment of ‘500+ Microsoft Teams Administration’ project across Communities sites, both metro and regional (South & Mid-West) office regions as part of ‘Microsoft Teams’ upgradation project from Intrado (NEC) to Microsoft Teams
- Administered, managed and deployed 200+ desktops, laptops, mobile devices, peripherals and accessories to one of the midwest region offices in Western Australia as part of an emergency deployment project due to a fire accident
- Experienced in Hardware Support related to desktops, mobile devices, peripherals, and accessories
- Diagnosed hardware failures, performed repairs or replacements, and coordinated with vendors for warranty support and replacement parts
- Provided Remote Desktop Support to end-users using remote desktop tools and collaboration platforms and troubleshoot connectivity issues, VPN access, and remote desktop protocol (RDP) configurations
- Actively involved in afterhours network change for critical Department of Communities internal teams to aid in remote desktop connectivity issues
- Administered Exchange server, including mailbox administration, log analysis, and troubleshooting
- Involved in ‘Office Relocation’ projects across Western Australia offices (regional and cyclone impacted areas) and provided end-to-end technical support ranging from Hardware Support, Network Support, Office 365 Support, Microsoft Teams administration, Print management, and Software Installations and Configurations
- Addressed IT-related incidents and service inquiries, recording the specifics of the incident, the measures implemented, and the final solutions in the IT ticketing system
- Provided technical support for Office 365 applications and Microsoft Teams
- Managed hardware devices including laptops, headsets, monitors, docks, mobile phones and peripherals
- Maintained accurate inventory records of IT assets and conducted periodic audits (every fortnightly)
- Worked with many internal stakeholders to ensure priority incidents were resolved in a timely manner, and client expectations are managed
- Provided direct support to the Chief Executive Officer for one of the unknown and never documented software related issues.
Senior Information Technology Support Analyst (EUC Desktop Analyst - Red Flag)
Department of Communities
2021.01 - 2022.01
- Trained 20 successful new starters and provided improvements to EUC Desktop Analysts training program
- Mentored and supported new Desktop Analysts/Engineers resolving multiple issues, understanding the importance of confidence and knowledge
- Developed and delivered several knowledge articles, sharing OneNote documents with the rest of the team to improve knowledge and best practice
- Managed IT-related issues and service requests, documenting the incident particulars, actions executed, and the ultimate resolutions within the IT ticketing system
- Coordinated and deployed Software Installation and Configurations on end-user devices to ensure software compliance and licensing adherence
- Acted in this project to support 20 Department of Communities metro offices across Perth and Peel regions
- Promoted as a ‘Red flag/Subject Matter Expert’ in Hardware Support & Software Installation and Configuration
- Recognized as the ‘go to’ person for other technicians needing assistance, resolving client issues or queries
- Developed and shared a OneNote document referencing key knowledge articles and solutions to common issues
- Successfully managed and met KPI’s, understanding the need of Incident Management and Ticket Resolution to meet time and service standards
- Reviewed knowledge articles and previous tickets to understand best practice to resolve issues effectively and efficiently.
Information Technology Support Analyst (EUC Desktop Support)
Department of Communities
2020.01 - 2021.01
- Provided remote support to over 1000+ Department of Communities (DoC) staff with widely varying technical capability in entire Western Australia offices (Perth - Broome)
- Supported 30+ line-of-business applications, whilst updating and maintaining user guidance & technical documentation for advanced troubleshooting
- Administered printer infrastructure and performed routine maintenance
- Deployed managed fleet of 380+ Ricoh multi-functional printers across Communities sites, both metro and regional office as part of ‘Print Management’ upgradation project
- Promoted security awareness among end-users and ensured compliance with IT security policies
- Acted as team ‘Acting Red flag’ as a mentor and lead junior staff to able to support the client’s environment and develop their knowledge, skills, and abilities with the role
- Co-ordinated major incidents with the team, providing a solution for the team/end-users and posting service outage/degradation alerts as required
- Handled IT-related problems and service queries, noting down the specifics of the issue, the steps taken, and the final solutions in the IT ticketing system
- Liaised with manufacturers and third-party teams to resolve incidents and requests
- Covered on-call after hours support for major incidents and urgent requests.
Senior Service Desk Technician (EUC Tech Support 24x7)
BHP
2019.01 - 2020.01
- Remotely managed incidents, tasks and requests across the world (Americas, Europe, Asia, Africa and Australia) for a large environment consisting of state-of-the art technology
- Provided Level 1 and 2 support to all English-speaking BHP employees while working in a team of 4 (I was the shift team lead and red flag) to monitoring, analyzing and resolving 4-5 (Priority: P1, P2) incidents as well as daily tickets consisting of 500 – 1000 tickets (including incidents, tasks and requests); while allocating daily tasks to the team members as I was looking after the priority incidents for BHP stakeholders and customers across the world
- Providing exceptional customer service while being a customer-focused approach to troubleshooting for customers of BHP clients and stakeholders
- Extremely familiar with Service Management tools (ServiceNow) for call management, incidents, tasks, requests, problem records, change records, knowledge-based articles etc
- Experienced in a wide variety of troubleshooting procedures for Windows, Mac Operating systems as well as PCs to aid in Hardware Support
- Remotely troubleshooting and resolving technical issues
- Logging jobs and escalating to cross-functional level 3 teams
- Collaborating with other vendors and service providers
- Consulted with senior members of the team where necessary to escalate or share an understanding of technical systems
- Published 10 knowledge-based articles aimed at enhancing the productivity of my team in resolving tickets for various business-critical applications, thereby ensuring timely resolution of customer issues
- In addition, I have reviewed and updated numerous articles for the 24x7 EUC Tech Support team, contributing significantly to the team’s performance enhancement.
Education
Bachelor of Science (Cybersecurity) -
12.2018
Diploma in Banking Services and Management -
12.2016
Diploma in Computers and IT -
12.2015
Skills
- Office 365 and Microsoft Teams Administration
- Active Directory
- Azure Active Directory
- Hardware troubleshooting and support
- Print Management
- Software Installation and Configuration
- Remote Desktop Support
- Hyper-V
- VMware
- Network Topology
- BYOD
- Audio-visual Equipment
- User Training and Documentation
- Incident Management
- Problem Management
- Change Management
- Ticket Resolution (Service Management tool: ServiceNow)
- IT Asset Management
- Security Awareness and Compliance
- Exchange Server Administration
- Customer Support (Telephone, Email and In-person)
- Interpersonal skills
- Communication (verbal and written)
- Independent troubleshooting
Certification
- ITIL 4 Foundation
- NSE 1, 2 and 3
References
Available upon request
Training
- Modern Desktops Administrator Associate, 2024-08-30
- Azure Foundations, 2024-09-06
- CompTIA Security+, 2024-10-04
Languages
- Python
- SQL
Timeline
Associate Systems Engineer (EUC Engineer) - Water Corporation
2023.01 - 2024.01
Associate Systems Engineer (EUC Engineer) - Department of Communities
2022.01 - 2023.01
Senior Information Technology Support Analyst (EUC Desktop Analyst - Red Flag) - Department of Communities
2021.01 - 2022.01
Information Technology Support Analyst (EUC Desktop Support) - Department of Communities
2020.01 - 2021.01
Senior Service Desk Technician (EUC Tech Support 24x7) - BHP
2019.01 - 2020.01
Edith Cowan University - Bachelor of Science (Cybersecurity),
Central Institute of technology (TAFE) - Diploma in Banking Services and Management,
Perth Institute of Business and Technology - Diploma in Computers and IT,
- ITIL 4 Foundation
- NSE 1, 2 and 3
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