Vishnu Rachapalem
IT Support Engineer
Sunshine Coast,QLD
Summary
“Best described by a peers and customers as a resourceful junior team player and insightful person experienced in managing the tasks under pressure and taking a responsive owner ship to support the bigger value for company growth and much Keen to utilize my qualifications and customer service experience in an IT to become a productive member in a high performing team and to complete the SLAs and targets that are allocated.
Professional IT support expert skilled in troubleshooting, system administration, and network management. Adept at driving team collaboration and adapting to dynamic environments. Known for reliability and delivering results through strong technical and interpersonal skills. Proficient with range of software and hardware solutions, ensuring seamless IT operations.
IT support professional with strong background in managing and resolving technical issues. Skilled in troubleshooting, system optimization, and providing top-notch customer support. Focused on team collaboration and adaptable to changing needs, ensuring reliable and efficient IT operations.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Senior IT Support Engineer
Mercury IT
12.2023 - Current
- After working at QH , I started working as Desktop support Analyst / AV where the role is based on.
- Provide first and second-level technology support both onsite and remotely, collaborating with colleagues and clients as needed.
- Install, configure, and update laptops, monitors, telephones, mobile devices, headsets, and other peripherals.
- Onboarding and Offboarding new users using Microsoft office 365 Azure AD and assigning them to groups and shared drives
- Laptop imaging, configuring, and swapping out off-lease laptops.
- Providing support to Lawyers and LA’s in the court premises.
- Network trouble shooting involving the problem identification, isolating the connection issues of the devices, checking the physical connections, verifying the network configuration, ping and test connectivity, updating the firmware and software.
- Assisting users onsite address hardware and software questions and issues.
- Setting up Conference rooms with both audio and video Equipped via teams, zoom, Webex, google meet
- Solving both incidents and requests via service now and assigning them to the correct department.
- Take ownership of technical problems, reporting them to the manager and resolve issues efficiently.
- Assist with technology equipment moves to support internal office relocations, setting up Desk Locations for staff etc.
- Manage and maintain equipment inventory records, asset Management, including serial numbers, users, and locations for PCs/laptops, mobile devices, telephones, monitors, printers, and other peripherals.
IT Support
Queensland Health (Sunshine Coast University Hospital)
02.2022 - 12.2023
- Able to configure and troubleshoot issues on security platforms.
- Proficient in working with vendor products such as Dell EMC, Fortinet, FortiGate firewall, Storage networking, Storage switches, Connectrix, Brocade, Cisco MDS, Power vault, Isilon, and Commvault.
- Design and provision of storage across EMC systems to support database and virtualization solutions.
- Resolution, analysis, and root cause analysis for storage-based issues within all production and non-production environments.
- Centralized configuration and capacity management for all storage arrays across the environment.
- Manage and handle escalation for major incidents.
- Skilled across the Microsoft & VMware stack
- Experience and knowledge in Azure Cloud and Wintel environments.
- Hands on experience in deploying and supporting Windows based systems.
- Knowledge of Exchange server Active Directory & Group Policy objects
- Be able to manage and resolve tickets within SLA.
- Engage with users for sharing feedback on the tickets.
- Handle site security incidents, escalations, or any other security related issues.
- Stakeholder and internal team management
- Write reports and communicate with management on the status of physical security operations.
- Technically strong to understand complexity of tickets and prioritize accordingly.
- Be proficient in incident management, security operations, risk analysis and emergent security intelligence.
- High level experience working in an operations center and having high level customer service skills.
- Working with the google tenant, office 365 applications include word, one drive, outlook, power point, excel etc...
- Maintaining the records of users and their personal information in the active directory and performing the operations of adding them to the desired groups in the directory. And imaging the devices with the updated OS and pushing all the applications via group policy.
IT Technician
Excite IT
08.2021 - 02.2022
- Provides maintenance and support on legacy products, supports core and server products.
- Installs and maintains PCs and associated software, Networks, Servers, and peripheral devices.
- Supports network products from operational and maintenance perspectives.
- Performs installs, moves, add and changes as required.
- Provides follow-up on problems or escalation.
- Ensures customer satisfaction throughout the service delivery transaction.
- Ensures client specific service level agreements are met and incident and request tickets are updated accordingly within the ticketing system.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Network Administrator
SKML Pty Ltd
02.2018 - 01.2019
- Collaborate with team members to execute development and production deployment by following IT production deployment process.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Conduct troubleshooting, triage of issues, testing, bug fixing that delivery passes user acceptance tests.
- Follow change control process by supporting preparation and implementation of changes on all networking equipment in the production environment.
- Sustain network availability by following processes of production environment.
- Ensure timely tickets' updates and problem resolution based on SLA. Coordinate resources including staffing to best support the business. Provide incident and request fulfilment for the Network Services team queue and troubleshoot network related issues.
- Management of data centers and network equipment (Switches / Routers / Firewall) including Telephony
- Ensure the effectiveness of security solutions including Firewalls, Anti-virus & Intrusion detection.
- Perform customer requirements analysis and develop webpage contents for UGL usage and for their client
- Build and manage relationships with clients, external vendors and third party suppliers.
Education
Master of Science - Networking
La Trobe University
Melbourne 04.2001 -
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
RMD Engineering College
CHENNAI08-2018
Skills
Capable to provide onsite and location-based services for client based on their requirement
Experience in using MS Office software including Excel to produce reports gained through my bachelor’s degree
Maintaining the users with all their login credentials and enabling disabled system accounts in accordance with protocols
ITIL framework
System configuration
User support
Certification
Victorian Car Drivers License
CAN PERFORM…
- System Administration
- Onboarding and Offboarding Users
- Windows and MAC Experience
- Azure AD
- Ticketing System (Service Now and Zendesk)
- Office 365
- Software Installation
- Asset Management
- Print Device Management
- SharePoint and Microsoft Entra admin center
- MDM device management Software
- Server Building and Managing
- Network Trouble Shootings
- Shared Drives on Network
- Device Imaging WDT
- Remote Service
- Experience in working with Azure cloud, Wintel environments and dealing with MAC users.
Timeline
Senior IT Support Engineer
Mercury IT
12.2023 - Current
IT Support
Queensland Health (Sunshine Coast University Hospital)
02.2022 - 12.2023
IT Technician
Excite IT
08.2021 - 02.2022
Network Administrator
SKML Pty Ltd
02.2018 - 01.2019
Master of Science - Networking
La Trobe University
04.2001 -
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
RMD Engineering College