Systems Analyst II at NRG Energy

• Provide second & third level desktop support for PC/LAN and laptop/workstation end-users including senior-level management and plant operators.
• Main IT support on the ground for all communications, coordination, onsite projects, and client relations.
• Update and monitor ticketing systems.
• Provide routine problem reporting and recommendations to management.
• Utilize technical and procedure documentation for Help Desk, PC desktop/laptop configuration standards and install procedures.
• Configuration and deployment of new desktop and laptop systems.
• Troubleshoot and resolve hardware, software, and printing issues as they occur.
• Assist IT related projects, including moves and special IT teams projects on site.
• Coordinate and handle meetings and video conferencing needs.
• Work with site admins to facilitate their needs and work with them for site specific needs.
• Provide new hardware/software for users as approved, assist in asset tag control and inventory management.
• Install, configure, move, and retire PC equipment.
• Coordinate and collaborate effectively with technical teams to resolve office projects, upgrades, and vendor relations.
• Establish and maintain good working relationship with clients.
• Overtime and occasional weekend shifts required as needed.

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.