Anushree DV

Handling the calls in a professional manner, understanding the technical issue, troubleshooting on call, and getting a resolution on time.
End-to-end follow-up on the existing issues.

Configuring Outlook and troubleshooting.
Manage Internet issues, full Internet access issues, managing proxies, compatibility settings, etc.
Managing user and group accounts as per the policies.

Managing printer access and the printer server.

Managing users' permissions to shared drives and group mailboxes.

Escalated unresolved or complex issues to L2/L3 support teams, following ITIL processes.

Provided remote desktop support using tools such as TeamViewer, Citrix.

Created and updated knowledge base articles, SOPs, and troubleshooting guides.

Communicated effectively with users and stakeholders during incidents.

Ensured high customer satisfaction and service quality

Acted as a central coordination point between end users, technical teams, and vendors to ensure uninterrupted IT services.

Supported user account management, including password resets, access provisioning, and de-provisioning.

Maintained hardware and software asset registers, licenses, and warranty records.

Ensured accurate documentation for audits and compliance reviews.

Supported small IT projects, deployments, and user onboarding activities.