Anurag

• Diagnosed technical issues for end-users across various systems and platforms.
• Provided timely support to staff via phone, email, and in-person interactions.
• Configured hardware and software setups for new employees and equipment installations.
• Maintained inventory of IT supplies and managed equipment lifecycle processes.
• Documented technical procedures and user guides for internal reference purposes.
• Configured user accounts, passwords, file permissions, and email accounts as needed for user use.
• Managed user accounts and permissions in Active Directory environment.
• Managed Active Directory user accounts, groups, and computer objects.
• Managed user accounts and permissions in Office 365 environment.
• Intune device management experience.

• Worked with users to determine areas of technology in need of improved usability.
• Monitored networks and network devices to resolve technical problems quickly.
• Researched and recommended new technologies and strategies for improving system performance.
• Worked on cloud-based architecture.
• Worked on exchange server mail client issues.
• Worked on Outlook, teams, SharePoint, Microsoft licenses related issues.

• Improved customer satisfaction by providing timely and accurate technical support.
• Provide technical support with windows and MAC OS, emails and computer troubleshooting
• Provided remote support for customers located across multiple regions, adeptly addressing diverse needs while maintaining a consistent level of service excellence.
• Participated in regular meetings with management, providing updates on team performance and offering insights into potential areas for improvement.
• Mentored junior team members, sharing expertise gained from years of experience working with complex technologies across various industries.
• Enhanced team productivity with regular training sessions and knowledge sharing initiatives.
• Work on Escalated cases.
• Handling Team concerns and taking care of their cases.

● Installations and configuration of Applications like Microsoft Office, Microsoft Outlook.

● Troubleshooting Network and PC’s problem.

● Coordination with customers and technical staff.

● Using the Support Centre tool to take Chats.

● Using ACSR and Vision tool for Customer Account.

● Maintain VOC, Chat count, Productivity, AHT and quality with a good number of every month.

● Focusing on Customer Satisfaction and up selling.

● Perfect in FCR (First Chat resolution).

● Front-end Tier-1 to support core ISP connection – Giving Real-Time basis resolution

● Router configure – Real Time

• Collaborated with team members to develop comprehensive support strategies, enhancing overall service quality.
• Taking care of existing customers technical concerns.
• Provide technical support for installation of applications and antivirus software.
• Provide technical support for various OS: - windows, MAC, emails and computer troubleshooting.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Contributed to a positive work environment by consistently exhibiting a strong work ethic and dedication to customer satisfaction.
• Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
• Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.