Amit Aeri

• Monitored performance metrics, such as response times and resolution rates.
• Collaborated with development teams to report bugs, and suggest improvements based on user feedback.
• Monitored system performance, responded to alerts, and ensured efficient operations by using tools such as SolarWinds, SCOM, and MESD.
• Had privileged access to the Azure portal in order to assist users in resetting MFA, VDI machines, and creating/updating DLs, etc.
• Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
• Created new strategies for improving customer service standards within the organization.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Directed and supervised a team of 10 or more employees in daily operations.
• Prepared and presented reports on team performance, challenges, and achievements to senior management.

Tools used: M365, Ericom, SolarWinds, SCOM, Splunk, Beyond Compare, Bomgar, Cisco Finesse, Manage Engine Service Desk (MESD), SCCM, Palo Alto, Zscaler, Global Protect.

• Effectively resolved customer issues by serving as the primary contact for their technical support needs.
• Provided timely resolution to customer complaints over various communication channels.
• Took part in trainings focused on acquiring knowledge of modern technologies.
• Updated knowledge base articles (MESD Solutions) with information regarding common IT issues.
• Trained new support representatives on troubleshooting techniques and company support protocols.
• Participated in after-hours on-call rotation for critical support needs.
• Implemented feedback from customer satisfaction surveys to improve service quality.
• Maintained positive working relationship with fellow staff and management.

• Maintained detailed logs of all control room events.
• Conducted regular inspections of video cameras to maintain optimal performance levels.
• Ensured timely response to alarms and emergency situations.
• Managed incoming customer calls and provided prompt assistance.

• Installed and configured new hardware, software and peripheral devices.
• Provided technical support to internal customers in a timely manner.
• Maintained inventory of IT equipment and supplies.
• Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
• Conducted training sessions for end-users on the use of specific software applications and operating systems.
• Assisted users with troubleshooting computer issues via remote desktop sessions.
• Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.