Amrin Begum
Bengaluru
Summary
IT Professional with 3+ years of experience in technical support, customer service, and desktop support engineering. Key role in Microsoft 365 administration to resolve customer issues and enhance satisfaction. Skilled in troubleshooting and resolving complex problems for seamless end-user experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Analyst - User Access Management
DXC Technology
Bangalore
06.2022 - Current
- Creation/Modification/Deletion of accounts in Active Directory
- Creation/Updating of AD groups and Software deployment via AD.
- Edit Attributes of User Account in Active Directory
- Creation/Deletion of Shared Folders
- Granting/Fixing Access to Shared folders
- Creation/Modification/Deletion of General/Shared & Resource Mailboxes
- Creation/Modification/Deletion of Distribution Lists
- Creation/Deletion of Voicemail in O365 & Editing Attributes of Mailboxes in O365
- Granting/Removing Access from Applications
- Responsible for storing and Maintaining passwords for Service ID’s.
- Co-Ordinating with other DXC teams to complete NSSR’s and Project related work
- Maintain good CSAT number individually.
- Follow best practice ticket management processes, i.e.ensuring tickets owned are handled and updated as per process & every effort is made to meet service levels
- Present a positive, effective and flexible contribution to achieving team targets and objectives
- Pro-activeness and technical appetite to explore and obtain solutions for unknown issues
- Resolve Tickets within scope of responsibilities according to defined procedures
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tool
Service Desk Technician
DXC Technology
11.2020 - 06.2022
- Providing first level technical support to end users on proprietary software and applications via chat and calls
- Troubleshooting and resolving 20-30 min Incidents as a L1 engineer for Philips Department
- Achieved 100% customer satisfaction rating on surveys.
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Audisankara Institute of Technology
Nellore09-2020
Skills
- Office Apps/Microsoft Apps
- Azure Active Directory
- Problem Solving
- Service Now
- Desktop Support
- Team Management
- Communication Skills
Certification
- Microsoft 365 Fundamentals MS-900
- Microsoft Certified: Azure Fundamentals
- RPA:Microsoft Power Automate Desktop:Intelligent Automation
- Microsoft Excel Macros and Excel VBA
Achievementsawards
- Quarterly Employee Of The Year
- Championship Award for FY22-23
- Customer Satisfaction Award
Software tools used
Service now
Active Directory
Sailpoint
Azure
Exchange admin centre
Citrix
Timeline
Analyst - User Access Management
DXC Technology
06.2022 - Current
Service Desk Technician
DXC Technology
11.2020 - 06.2022
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Audisankara Institute of Technology