Akanksha Tiwari

Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.

• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Installed and maintained hardware and computer peripherals to store tangible components.
• Engaged in user support interactions via telephone, chat and email platforms.
• Assigning Incidents, requests & Tasks to team members and to ensure that all items are actioned within SLA.
• Creating and managing user accounts, computer objects, service accounts, Security Groups Supporting Office 365 Migration and Office 365 client-side issues.
• Troubleshooting of applications like Office 365, Virtual Machines, and other industrial applications.
• Handling Escalation and Severity for Incidents. Handle all Technical escalations for ITSD L1 Remote desktop management team.
• Creating and Managing DL, ADL, Contacts and 0365 Licenses. Image/reimage Laptops, policies, upgrade BIOS etc.
• Provide hands-on system administration support, system maintenance and operations support.
• BYOD & Corporate Device Provisioning/Configuration/Troubleshooting through Azure Intune Portal.
• Setting up WiFi and troubleshooting of VPN issues on laptops (Global Protect and Pulse secure).
• Managing System enrollment and issues with Workspace one Enrollment Agent Handling issues related to Virtual machines for the Internal Colleagues.
• Creation of knowledge Article and publish them.
• Remote installation Service (MSTSC, MSRA, LogMeIn, Bomgar, Team Viewer,Vassit)
• Ticketing Tool- Service now,JIRA,Helpnow.

• Worked on outlook related issues, skype for business, Microsoft office, network troubleshooting, file sharing, windows troubleshooting, IE troubleshooting.
• Remote installation Service (MSTSC, MSRA, LogMeIn, Bomgar, Team Viewer,Vassit)
• Ticketing Tool- Service now,JIRA,Helpnow.
• Performed the installation of Active directory on window server 2016,creations of users/groups, Delegation Access,Apply GPO, DNS, DNS Zone,DHCP,Exchange Admin tasks
• Creation of Knowledge articles and Published them on in house portal.
• Contributed to the overall availability and reliability of service delivered to the client, ensuring that Service Level agreements (SLA) are met
• Recognized for excellent customer satisfaction for which I was awarded with the recognition certificates.
• Monitored daily logs and reports and escalated issues to system administrators level 2 to reach resolution.
• Delivered training, documentation and end-user support.

• Investigated system issues and implemented resolutions to reduce downtime.
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Validated results and performed quality assurance to assess accuracy of data.
• Installed system updates to address vulnerabilities and reduce security issues.
• · Remote installation Service (MSTSC, MSRA, LogMeIn, Bomgar, Team Viewer,Vassit)
• Ticketing Tool- Service now,JIRA,Helpnow.
• · Managing Incidents using Service Now Ticket tool and resolving the
  Issues within service level Agreement (SLA).
• Installation, configuration and troubleshooting of all of Desktop, Laptop, operating system such as Windows 7/8.1/10.
• Root Cause Analysis of re-occurring issues related to Internet explorer, Firefox, Google Chrome, Microsoft Edge and Microsoft Office 365 Applications
• Getting the new Versions/ Patches packaged and tested.
• Co-ordination with different technical teams (AD Team, Citrix and SCCM Team)
• Co-ordination with vendor for reporting issue and finding solution with their help.
• Guiding team members for any technical issues arise related to these desktop applications.