Arun CV

Account unlocks/resets/Enable

• Out of domain related issues
• Assisting user with Z-scaler VPN and WIFI connectivity issues
• Provisioning RDP access, Citrix access, and Virtual machine access for Remote users. Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Providing remote resolution support for Software functionality issues.
• Increased user satisfaction through effective communication and timely resolution of support tickets.
• Troubleshooting Office 365 Suite Outlook issues such as setting up outlook accounts, recreating profile, Renaming the OST file and other issues.
• Printer configuration and updating drivers.
• Restarting Citrix, Monitoring VDI Latency, Machine performance in VDI console
• Browser troubleshooting and Rebuilding Chrome and Edge profile
• Setting up the printer, Updating drivers for Driver updates for Windows, along with many devices, such as network adapters, monitors, printers, and video cards
• Teams Installation and Audio issues.
• Assisting user on Hardware and Software request submission
• Mapping the network drive and One Drive configuration
• Troubleshooting Audio issues in CRM tool and Ld provided headsets.
• Training new Service Desk Representatives, sharing best practices and expert insights on company systems.

• Account unlocks/resets/Enable.
• Adding ,Removing & Adding Security groups for the NT users in Active Directory
• Incident Management Role
• Escalating Tickets based on the Escalation metrics
• Documenting calls and chats attended under Service Now Ticketing Tool
• Troubleshooting Office 365 Suite, Outlook issues such as setting up outlook accounts, adding shared mailbox, creating rules, outlook plug-ins calendar, signatures, ILP Security plugin etc.
• Laptop login using Az99 Procedure
• Generating Bit locker key
• Monitoring VDI Latency, Machine performance in VDI console
• Assisting clients with password resets web applications such as Production and Testing Environments
• Clearing up Cache Cookies files from Edge and Chrome browser
• Assisting clients with Azure Pulse VPN and WIFI connectivity issues
• Citrix installations and other NT related Applications
• Setting up Funds Master Apps, One drive account and Multiple Drives
• Assisting customers to submit Jira and Service request for required Software applications
• Assisting with Printer issues, PDF related issues
• Setting up AVAYA Account and CISCO desk phone pin reset
• Resetting MFA Account and configuring MS authenticator, VIP Symantec and Mobile Pass application
• Printer installation and driver’s configuration
• Teams’ installation & Audio issues
• Helped drive goals & achieve monthly parameters, which includes SLA, CSAT & CTTR.

• Adding and removing users from Active Directory
• Answering calls, chats & Emails
• Documenting calls and chats attended under Service Now Ticketing Tool
• Troubleshooting Office 365 Suite, Outlook issues such as setting up outlook accounts, adding shared mailbox, creating rules, outlook plug-ins calendar, signatures, ILP Security plugin.
• Answering, acknowledging calls, creating incident
• Documenting calls and chats attended under RTC and Service now Tool
• Assisting clients with password resets on Telstra accounts and other web applications such as Production and Testing Environments
• Clearing up Cache Cookies files from Edge and Chrome browser
• Assisting clients with Azure, Pulse VPN and WIFI connectivity issues
• Assisting clients with installations of Citrix Applications & part creations in SAP
• Part creation on SAP & MITS Database
• Expediting emergency parts based on urgency
• Executing Put away Jobs for CT to required position in a Field Store and Exchange
• Providing ETA for P2P and Standard Orders to the GOC and Technicians
• Completing the POD activity on the missing parts at PUDO and Field store
• Assisting Toll drivers on pickup location
• Assisting customers to submit Jira and Service request for required Software applications
• Maintain high level of technical expertise, Soft skills and Email etiquette skills.

• Answering, acknowledging calls, creating incident
• Documenting calls and chats attended under Service Now Ticketing Tool
• Managed approximately 35 incoming calls, emails and chats per day from customers.
• Email Follow-up with Customer technician
• Preparing Monthly Data Quality reports
• Preparing Pivot charts for Multiple raw data in Microsoft Excel using Macros
• Coordinating with different departments Development, Application and Logistics
• Tested Many Test cases before application as SIT script tester
• Executing Scripts on JIRA for Shipment Visibility Tool
• Sharing reports on Data Quality.