Ashish Kumar

Cloud/HW/Software Technical Support Analyst

Accenture Technology

Gurugram

02.2020 - Current

Performed the role of Cloud/HW/Software Technical Support Analyst
Provided chat and email support to Accenture Internal End Users (B2B) and Users across North America, EMEA, UKI, APAC.
Managed and resolved 200+ support tickets per month, resulting in a 98% satisfaction rate from employees.
Have been the part of weekly review meeting and take corrective action .
Works to analyze and resolve the problem as quickly as possible or escalates to the appropriate team to ensure timely resolution
Assists other team members as needed
Assists with documenting technical processes and procedures utilized by the team and its customers
Communicates effectively with customers, technical experts and all levels of management. -Ability and willingness to work outside of normal business hours to accomplish work assignments
Strong troubleshooting knowledge for common software errors in windows and Mac asset
Examining work queues for Incidents with the effort of missing service agreements
Ensuring operational effectiveness and efficiency of Incident Management process
Initiating Incident Management, by recognizing/verifying an event or an issue reported through Request Management
Monitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respected
Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator
Mobile related issues-Intune and MFA Setup
Remote Infrastructure Support Delivery-Provides hands-on troubleshooting of routine to complex desktop hardware and software issues when unable to resolve through remote control tool.
Acted as Active SPOC for L1 team
Underwent training with hands-on Labs and certification with Azure 104
Responsible for installation and configuration of Azure services
Managed Azure subscriptions
Managed resource groups
Managed role-based access control
Implemented and managed storage
Imported and exported data to Azure
Implemented Azure backup
Deployed and managed virtual machines (Create and configure VMs for Windows )
Managed VM's backups.
Configured and managed virtual networks
Monitored and troubleshooted
Created and configured a Network Security Group
Implemented Azure load balancer
Integrated on-premises network with Azure virtual network.