Venkatesh Moganti
Clayton South,VIC
Summary
Professional in IT support, ready for impactful contributions. Proven history of resolving technical issues efficiently and enhancing user satisfaction. Proficient in troubleshooting and customer service. Equipped with foundational knowledge in cloud computing, virtualization, and network management. Proficient in AWS with hands-on skills in configuring and managing cloud infrastructure.
Overview
3
3
years of professional experience
Work History
Senior IT Helpdesk Agent
ProbeCX
10.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided basic end-user troubleshooting and desktop support.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Documented support interactions for future reference.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Activated accounts for clients interested in new services.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
IT Help Desk Agent
Kavya ICT Solutions
07.2022 - 08.2023
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Enhanced IT support with comprehensive documentation of common issues and resolutions.
- Reduced downtime, diagnosing and troubleshooting hardware and software problems.
- Provided remote assistance to users, enabling quick resolution of off-site technical issues.
- Facilitated communication between end-users and development teams to address ongoing application-related concerns efficiently.
Education
Master of Science - Information Technology
Charles Sturt University
Melbourne, VIC03-2021
Bachelor of Technology - Computer Science
Sree Vidyaniketha Engineering College
Tirupathi, India07.2017
Skills
- Empathy and patience
- Decision-making
- Ticketing system expertise
- Technical issues analysis
- Active directory
- Remote support
- Cloud computing
- Network troubleshooting
Timeline
Senior IT Helpdesk Agent
ProbeCX
10.2023 - Current
IT Help Desk Agent
Kavya ICT Solutions
07.2022 - 08.2023
Bachelor of Technology - Computer Science
Sree Vidyaniketha Engineering College
Master of Science - Information Technology
Charles Sturt University
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