Summary
Overview
Work History
Education
Skills
References
References
Timeline
Generic

Akhila Dunnala

Austin,USA

Summary

Driven IT Support Analyst with a proven track record at Cognizant, achieving a 95% customer satisfaction rate through expert software installation and a detail-oriented approach. Excelled in remote support, significantly reducing system downtime by 30%. Skilled in Microsoft Office and renowned for exceptional communication, I thrive on enhancing IT operations and user experiences.

Overview

4
4
years of professional experience

Work History

IT Support Analyst

Cognizant
Austin, USA
11.2024 - Current
  • Company Overview: IT Programmer Analyst at META
  • Workplace Communication: Efficiently use Workplace Chat for team communication and collaboration
  • Remote Support: Provide remote troubleshooting and assistance using tools like Bomgar and PCIOP
  • Ticket Management: Handle and resolve IT support requests through Salesforce ticketing systems, ensuring timely responses and resolutions
  • Software Deployment: Manage software installations and configurations, including Chef for automated deployment
  • Network Connectivity: Support and troubleshoot Cisco VPN setups, ensuring secure remote access for users
  • Certification Management: Install and maintain internal machine and user certificates to uphold security protocols
  • Hardware Assistance: Provide guidance and technical support for equipment setup, maintenance, and usage
  • User Authentication: Set up and manage 2FA solutions like DUO, YubiKey, and FIDO2 for enhanced security
  • Account and Device Security: Unlock user accounts and recover BitLocker keys to resolve access issues
  • Access Control Systems: Administer and troubleshoot CCURE systems for secure physical access management
  • Quest Setup: Configure and manage Quest tools to support organizational IT needs
  • Achieved above 95% customer satisfaction ratings consistently over 2 years
  • Reduced system downtime by 30% using efficient troubleshooting techniques.
  • Boosted productivity by 20% by conducting regular hardware and software maintenance sessions.

IT Support Analyst

Alice Consulting LLC
, USA
06.2024 - 11.2024

IT Support Specialist

5G Networks
Adelaide, South Australia
04.2022 - 11.2023
  • Providing technical support and assistance to end-users, resolving hardware, software, and network-related issues promptly and effectively
  • Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions
  • Installing, configuring, and maintaining computer systems, software, and peripherals to ensure optimal performance and security
  • Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices
  • Managing user accounts and access permissions, ensuring data security and compliance with company policies
  • Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions
  • Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency
  • Monitor and maintain IT inventory, including hardware and software licenses, and assist with procurement as needed
  • Collaborating with the IT team to implement IT projects, upgrades, and system improvements, contributing to the overall efficiency of IT operations
  • Staying updated with the latest technology trends and advancements in IT support, continuously enhancing technical skills and knowledge
  • Handled IT Helpdesk inquiries through calls and emails, ensuring prompt resolution and a 99% customer satisfaction rate
  • Create, assign, update, and close tickets
  • Drafted troubleshooting guides for common technical strategies, decreasing average ticket resolution time by 48%
  • Log all Helpdesk requests into the call logging system
  • Engage with Moves, Adds, and Changes to the computing environment
  • Collaborated with 13 techs to upgrade VPN security, including updating encryption methods and adding antivirus protection, reducing chances of a breach by 67%
  • Troubleshoot, configure desktop components and assist with physical installations of Desktops, Laptops, and thin clients
  • Follow level-1 guidelines to help clients with their Outlook issues, Teams or any other application errors, VPN issues, PDF issues, Remote desktop Connections, Account Locks, Hard Restarts, Adding Local or network Printers and maintaining Print servers
  • Use Microsoft domain tools
  • Single sign-on and Multifactor authentication systems
  • Support productive M365 applications like Outlook, Teams and Microsoft Office
  • Support end-users and applications in an enterprise IT environment
  • Advanced networking and connectivity troubleshooting skills using SaaS boss, Access
  • Install, test and make software available to appropriate users ensuring software is properly configured, regularly updated and working properly on all PCs
  • Support VoIP Telephone systems
  • Analyzed escalated tickets and coached junior techs to resolve 84% of excessive escalations

Customer Service Representative

DEPARTMENT OF HEALTH
08.2021 - 11.2021
  • Provide excellent customer service for a BPO health hotline to more than 100 customers each day, including processing financial support to quarantine and testing reminders during their isolation period
  • Use PureCloud for multi-tasking various operations such as calling clients, attending Zoom meetings and help chats, and double-checking instructions provided by the government to maintain quality assurance
  • Collect data from clients about their queries about border permits
  • Coordinate all the updates on each piece of information including adding the exposure sites which fall under Tier 1 on the website of the Department of Health
  • Maintain office records by following all privacy laws
  • Install Operating Systems in office systems and fix issues
  • Provide support for LAN, and remote (VPN, RDP, Citrix and GDX) server access, and resolve Email connectivity issues
  • Managed IT help-desk operations, resolving diverse technical issues and implementing efficient ticketing systems to streamline support processes

Education

VIRTUAL INTERNSHIPS -

Forage
04.2024

MS - ICT

La Trobe
Australia

Microsoft Certified: Fundamentals -

Microsoft

ITIL 4 -

Udemy

Windows 11 From Beginner to Advanced -

Udemy

Apple Mac Basics -

Udemy

Skills

  • Microsoft Office
  • Software Installation
  • Software Configuration
  • Antivirus Engines
  • Active Directory Management
  • Operating Systems
  • DNS Management
  • Hardware Troubleshooting
  • Network Troubleshooting
  • Ticketing Systems-Salesforce
  • Remote Support Tools
  • VPN Setup
  • VPN Configuration
  • Backup
  • Recovery
  • Strong Communication Skills
  • Detail-Oriented Approach
  • Customer relations
  • Excellent communication
  • Vulnerability Management
  • ConnectWise Ticketing Expertise
  • Citrix
  • GDX Environments
  • On-Premises Server Management
  • Fresh Service
  • Mobile Device Management
  • Desktop Application Troubleshooting
  • Power Shell
  • Technical Procedures
  • Documentation
  • Technical support
  • Remote assistance
  • Decision-making
  • Time management

References

  • Bhavana Sharma, Alice Consulting LLC, hr@aliceconsulting.us
  • Rosanna Turci, 5G Networks, Service Delivery Manager, rosannaturci@gmail.com, +61 410 946 635
  • Andrew Dicaterine, 5G Networks, Field Engineer, andrew.dicaterina@gmail.com

References

References available upon request.

Timeline

IT Support Analyst

Cognizant
11.2024 - Current

IT Support Analyst

Alice Consulting LLC
06.2024 - 11.2024

IT Support Specialist

5G Networks
04.2022 - 11.2023

Customer Service Representative

DEPARTMENT OF HEALTH
08.2021 - 11.2021

VIRTUAL INTERNSHIPS -

Forage

MS - ICT

La Trobe

Microsoft Certified: Fundamentals -

Microsoft

ITIL 4 -

Udemy

Windows 11 From Beginner to Advanced -

Udemy

Apple Mac Basics -

Udemy

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Akhila Dunnala