Abhishek Panda

Working for Microsoft Volume Licensing

Catered to APAC, EMEA and North America

Cases being submitted in Cosmic based on Enterprise requirement and CE request

Generate Customer Price sheet and route the CPS as and when required based on empowerment

Handled multiple Microsoft project according to Enterprise requirement and CE request

Initiated a Training program for team upgradation

- Fetch and update records using V-lookup and H-lookup.

- Sorted required columns for better understanding of data using Sort.

- Summarize data of Monthly New hires joining using Pivot.

- Differentiate data based on Designation using Conditional formatting.

- Freeze panes for convenience to analyze and update raw data.

- Navigate few functionalities on the sheet using Shortcut keys.

- Remove leading and trailing extra spaces using Trim function.

- Locate blank space in the column using Special tab.

- Fetch first and last name using Left and Right function.

- Analyze and update data using Filters.

- Troubleshoot Windows 7 & Windows 10 system issues

- Troubleshoot MS Outlook & MS Excel based issues

- Map network drives and network printers

- Handle internal application issues following available SOP's

- Worked in SCCM for installation of Software

- Troubleshoot Office 365

- Troubleshoot MS Office version 2010 and 2016

- Troubleshoot VPN(MyAccess)

- Troubleshoot ADS access

3. Incident Management/ Queue management

- Meet SLA's associated with requests/ incidents

- Assign appropriate CI for self-service tickets

- Monitor live queue and route tickets to correct assignment groups

- Re-route requests/incidents after fulfilling the missing information

- Escalate unresolved incidents to next level resolver teams as per defined matrix

- Check ticket quality (CI, documentation and other parameters)

4. Colleague Outreach Education and Enablement

- Email and call assistance for colleagues raising frequent incidents within 15 days’ time period.

5. Enabling new hire employee for BYOD and Desktop Login (Windows and MAC) virtually

6. Upliftment of Windows OS as per enterprise compliance

Senior Analyst

HCL Technologies, Bangalore, Karnataka

1. Technical support

- Troubleshoot Windows 7 & Windows 10 system issues

- Troubleshoot MS Outlook & MS Excel based issues

- Map network drives and network printers

- Handle internal application issues following available SOP's

- Worked in SCCM for installation of Software

- Troubleshoot Office 365

- Troubleshoot MS Office version 2010 and 2016

- Troubleshoot VPN(MyAccess)

2. Incident Management/ Queue management

- Meet SLAs associated with requests/ incidents

- Assign appropriate CI for self-service tickets

- Monitor live queue and route tickets to correct assignment groups

- Re-route requests/incidents after fulfilling the missing information

- Escalate unresolved incidents to next level resolver teams as per defined matrix

- Check ticket quality (CI, documentation and other parameters)

3. Escalation management

- Handle Escalation mailbox: expedite and escalate as and when required

- Analyze the content of incoming emails and respond accordingly

- Color categorize the emails as per priority

• Support system (Windows 7 and Mac) based issues - Fulfill installation requests (such as MS Visio, MS Project, MS Lync etc.) - Configure MS Outlook for new users - Reset account password and unlock user's accounts through Password portal & AD - Troubleshoot MS Office based issues, 2
• SLA management - Set correct priority of an incident/ request by picking correct CI's - Monitor live ticket queue and timely escalate to next level resolver team - Expedite pending requests in order to fulfill the SLA associated - Dispatch tickets to other resolver groups for further assistance 3
• Mailbox management - Handle ‘Technology Self Help' mailbox -Distribute the incoming emails among available queue members as per the problem statement - Actively follow up with users against escalated cases