Prashanth Lakkakula Email & Phone Number

Torrensville, Sa, Au

Adelaide, South Australia, Australia

• Addressing Level 1 and Level 2 problems and enquiries, providing prompt and effective technical support.• Managing and documenting support requests using a ticketing system, ensuring timely resolution.• Solving issues using remote and service desk tools, keeping SLA in mind.• Setting up new user accounts, access levels and email accounts and maintaining the records of the clients.• Installing, administering and patching Microsoft Windows Servers 2016 and above (Active Directory, DNS, DHCP).• Installing, administering and patching Virtual Servers such as VMware and Hyper-V.• Installing and administering Microsoft 365 accounts for the clients.• Installing, administering and patching Laptops and desktops such as Microsoft Windows 7, 10 and 11 and providing technical support for both hardware and software issues the users encounter related to Windows;• Installing and administering Sophos Antivirus.• Installing and administering VPN accounts for the clients.• Provided IT training to the interns, contributing to enhanced user proficiency.• Manage software licensing, renewals and updates, ensuring compliance with regulations.

Adelaide, South Australia, Australia

• Answering telephone enquiries and documenting support requests in the ticketing system.• Providing prompt and effective technical support, ensuring timely resolution.• Solving issues using remote and service desk tools.• Setting up new user accounts, access levels and email accounts and maintaining the records of the clients.• Manage software licensing, renewals and updates, ensuring compliance with regulations.

Melbourne, Victoria, Australia

• Manage inbound and outbound correspondence through Jira, Avaya, WebEx, and Outlook.• Resolve customer complaints, guiding them and providing the relevant information. • Investigating and resolving the desk level issues and escalating them to the other team members when required.• Taking the timely escalation tickets and providing the resolution swiftly. • Verify account information and update records in the ticketing tool. • Managing applications and profiles in the CITRIX environment.• Maintain the CRM Sales force including building reports, managing dashboards and security.• Processing the enquiries by following the knowledge articles in the sales force.

Ardeer, Victoria, Australia

•Demonstrated Organisational skills ensuring stock was properly managed and replenished.•Utilised strong customer service skills through explaining product features and responding to product queries.•Trained 6 new employees for 3 days each on how to use the retail POS and processing the refunds and discounts.•Handled 500+ customer interactions per shift, giving polite and friendly service to ensure customersatisfaction.•Processed all the sales transactions accurately ensuring reduced customer wait times.•Reviewed inventory and sales records to report to the store manager.

Melbourne, Victoria, Australia

• Peer mentor for new students in the university, giving them advice right from first step of enrolments, study plans.• MIT host, in-order to help students in conducting induction program, orientations, university tour and various cultural and technical events throughout the semester.

Master'S Degree Cybersecurity, Networking & Cybersecurity, High Distinction

Professional Year Program, Information Technology

Bachelor'S Degree, Computer Science, 71%