Pranaya Erpina
Hyderabad
Summary
Proactive Service Desk Analyst skilled in troubleshooting diverse IT issues across platforms. Committed to elevating user experience through effective problem-solving and process enhancements, ensuring seamless IT operations.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
Uber
06.2024 - Current
- Served as primary contact for internal IT support requests.
- Provided Service Desk support for hardware, software, and account inquiries.
- Educated end users on computers, mobile devices, and printers, including BYOD policies.
- Troubleshot Mac, Windows, and Chrome OS software and hardware via walk-ups and remote sessions.
- Resolved issues with iPhone, Android devices, Mifi's, RDK kits, and in-office IT hardware.
- Managed AV tickets through ServiceNow to ensure timely resolutions of requests.
- Designed and implemented new internal procedures to enhance office operations.
- Collaborated with vendors to address technical issues and procure necessary equipment.
Client Support Officer
Department of Education and Training
02.2022 - 01.2023
- Monitored multi-site network performance using Cisco tools to optimize operational efficiency.
- Provided IT support to schools and corporate clients, addressing various technical issues.
- Delivered telephony, email, and ticketing support to staff and volunteers for device-related problems.
- Troubleshot O365 applications and Citrix virtual environments on both personal and work devices.
- Created and updated ICT articles, FAQs, user guides, and support documentation for users.
- Resolved issues with Microsoft applications, including Office Suite and Microsoft 365.
- Facilitated access to documents, security groups, file shares, and user profiles in Active Directory and O365 Exchange admin.
- Administered Intune and MDM consoles to manage mobile devices effectively.
Level 2 IT Support Officer
Victoria State Emergency Service
05.2021 - 01.2022
- Ensured accurate recording of requests and incidents using Service Desk system.
- Monitored multi-site network performance with Cisco tools, lodging incidents with vendors as needed.
- Provided telephony, email, and ticketing support to staff and volunteers for various technical issues.
- Troubleshot O365 applications and Citrix environments on personal and work devices.
- Created and maintained ICT documentation, including FAQs and user guides.
- Facilitated access to documents, security groups, and file shares through Active Directory and O365.
- Responded to security alerts from Department of Premier and Cabinet by blocking threats via Sophos firewalls.
- Configured networking, local printers, mobile devices, and deployed software updates using SCCM.
IT Service Desk Analyst
Australian Red Cross
10.2020 - 05.2021
- Supported day-to-day troubleshooting of Citrix, network, and email systems for Red Cross work.
- Provided technical assistance for Windows 7/10 and Mac OS devices across Australia.
- Managed Active Directory to create and maintain user accounts efficiently.
- Configured and maintained standard operating environments for organizational devices.
- Implemented security measures for cloud-stored files using Mavis and CCM.
- Deployed software updates, reimaged devices, and configured user machines.
- Ensured applications met agreed service levels, managing customer expectations effectively.
- Assisted in recovering user accounts and O365 licenses for the Red Cross IT team.
IT Service Desk Analyst
Coles
12.2018 - 09.2020
- Engage with Coles Group employees, vendors and partners over the phone, Electronically or in person.
- Research and consult best practices, create technical manuals for procedures, operations, generate technical reports, and review knowledge base articles to troubleshoot IT problems.
- Analyse, investigate and troubleshoot software and hardware issues on laptop, desktop, virtual computers like installation, maintenance, deploying upgrade, reimaging and configuring electronic equipment.
- Understand and provide technical guidance to the users.
- Providing technical training in applications and operation procedures.
- Download, install, troubleshoot and repair appropriate software to meet the user requirements.
- Configure operating systems, software programs and hardware devices to meet user requirements and facilitate desirable functioning.
- Setup, configure and troubleshoot shared network resources such as printers for users.
- Troubleshoot issues while diagnosing functionality error and faults within the system.
Education
Master of Science - Information And Communication Technology
Latrobe University
Melbourne, Australia12-2018
Skills
- Hardware and software troubleshooting
- Active Directory management
- Network monitoring and troubleshooting
- IT documentation and procedures
- Customer service and incident management
- Attention to detail
- Technical documentation
- System configuration
- Microsoft 365 support
Timeline
Service Desk Analyst
Uber
06.2024 - Current
Client Support Officer
Department of Education and Training
02.2022 - 01.2023
Level 2 IT Support Officer
Victoria State Emergency Service
05.2021 - 01.2022
IT Service Desk Analyst
Australian Red Cross
10.2020 - 05.2021
IT Service Desk Analyst
Coles
12.2018 - 09.2020
Master of Science - Information And Communication Technology
Latrobe University
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