Desktop Administrator at NRG Energy

• Experience Troubleshooting application issues for employees on Trade Floor, Sales, Finance, Marketting, etc. • Reset computers to Out Of Box Experience.
• My skills in Visual Basics helps me troubelshoot issues related to Excel(Macros not working, Visual Basic code review and fix it.
• Manage computers using MEM(Microsoft Endpoint Manager).
• Add computers to correct groups in MEM
• Resetting computers to company profile/domain.
• After user login successful, ensuring Office licenses and products are installed.
• Ensuring/installing necessary softwares via company portal, adding printers and VPN apps
• Bomgar, Remote Assist and RDP
• Ticket Management and escalations
• Client follow ups
• Mobile Device Management for iphones, ipads, android- Airwatch
• Charge out the deployed computers and adding to inventory for future management
• Ship computers, print labels, setup hardware including computers screens, Docking Stations, keyboard, mouse, etc. for new employees using UPS.

Service Desk Analyst at WBM Technologies

• Provide Technical Support to multiple Service Desks regarding Application requests, service-now ticket management.
• Microsoft Outlook and Teams Support, Azure Administration (managing Groups, members, roles).
• Using Azure Portal to manage users(licenses,etc.), acting as an admin to provide licensing on various platforms.
• Active Directory Management
• Adobe License and User Management.
• User onboarding and offboarding, Equipment Retrieval, shipping label, etc.
• SCCM management
• Bomgar, Remote Assist and RDP
• Ticket Management and escalations
• Client follow ups
• Mobile Device Management for iphones, ipads, android- Airwatch
• Printer - Add a printer, assistance with technical support

Service Desk Analyst at CGI

• Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests
• Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment
• Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication)
• Log & categorize all contacts within an incident management (ticketing system) tool
• Assign contacts that cannot be resolved on first contact to 2nd/3rd level support teams as per the knowledge base
• Collaborate with 2nd/3rd level teams as required
• Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action
• Identify and escalate urgent / priority incidents as required
• Develop knowledge and keep up to date on new processes or procedures.
• Running commands to force Group Policy, reimage system, installing windows, etc.
• Troubleshooting using Credential Manager, password resets, Active Directory, Exchange Server.
• Deep knowldge of Microsoft Outlook 2016 and 2010.
• Providing assistance for Microsoft Teams related errors, teams meetings, installations, etc.
• Microsoft Outlook Support by Installing, connecting with servers, password management, plugins related to Teams Meeting, repairing, deleting olf file types and relacing with new .ost files, etc.

Junior Software Developer at Nara Technologies

• Develop innovative new products, enhancement to existing products, etc.
• Ensuring that product quality is maintained throughout the design, development and testing process.
• Collaborate with peers and colleagues through active participation in desgn and code reviews.
• Work closely with other team members in solving problems that deliver real value to Clients.
• Working with databases to query data using mySQL.
• Implementing OOP to create flexible classes.
• Implementing responsive layouts and testing for design layouts.

Practitioner-CRM Operations at Concentrix

• Handle technical support related queries for customers
• Provide prompt, reliable information to customers while maintaining effective communications during conversation
• Ensure timely resolution while maintaining highest level of quality support in every customer interaction
• Accurately log all interactions
• Recognize and adjust support approach to accommodate all levels of customer’s experience
• Educate customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help into the programs
• Communicate with team members, customers and other partners
• Escalate issues to the appropriate department according to documented procedures
• Assist the customers in resolving their service related issue according to documented procedures.