Jai Singh Rajawat

• Developed, implemented, and maintained incident management policies and procedures.

• Provided guidance on response strategies for critical incidents.

• Ensure that Incidents/Problem assigned to the Support Groups are managed, investigated, tracked to resolution in timely manner and within predefined SLA and that service is restored.

• Troubleshoot problems and diagnosed system faults.
• Provide high quality and timely responses to users requests, ensuring proper end to end request handling.
• Updated the tickets on service now on daily basis to resolve the issue.
• Worked on the integration of Service Now with integrated Service Catalog and Incident module.
• Created plans and communicated deadlines to complete projects on time.
• Assisted users with technical issues via phone, email, and chat, troubleshooting software and hardware problems.
• Executed system upgrades with patches, service packs and new configurations to meet technical requirements.
• Provided remote assistance to customers when required via phone or remote desktop tools.
• Provided steps to Installed & uninstalled software for users devices.
• Picked up additional tasks to aid team success.

• Coordinate transportation, accommodations, and itineraries for domestic and international trips for clients based on client's needs, budgets, and expectations
• Develop client intake forms and interview processes that enhance the ability to understand client requirements and led to increase in customer satisfaction
• Network with representatives of hotel chains, airlines, tourist attractions, and other destinations to create deals that saved clients and average of 25 percent per trip
• Utilize the latest sales techniques to upsell products and services to enhance client's overall experience
• Handled the travel arrangements for groups, couples, executives and clients with special needs
• Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion

• Manage, maintain, and repair IT systems.
• Developed, implemented, and maintained incident management policies and procedures.
• Responsibilities include diagnosing and repairing faults, resolving network issues, and installing and configuring hardware and software.
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
• Responding in a timely manner to service issues and requests.
• Providing technical support to end-users by email, chat and calls & collaboration with technical teams to resolve complex technical issues.

• Communicate with Norton customers all over the world.
• Took remote control of computers and install the Norton software for home customers.
• Salesforce CRM : Hands on experience in maintaining user profiles, workflows, dashboards on Salesforce.
• Provided technical support to end-users facing issues with the product or Windows/Mac devices related to software and hardware via outbound calls.
• Fix various issues like installation failure, virus scan failure, update failure, slowness of computer following Norton installation, etc.
• By running software patches
• Manually execute terminal commands to configure the Windows so that Norton can be installed
• If critical virus infection is conflicting with Norton installation, direct the customer to the Virus removal team
• Escalate the case to the Level 2 agent, if required
• Sell the service of Norton Team which handles and resolves various kinds of technical issues on Windows computers
• Redirect the customer to sales department, if required

• Recording Patient Medical History
• Provide health Insurance Amount to the customer
• How to analyze patient data
• Maintains database by entering new and updated customer and account information
• Prepares source data for computer entry by compiling and sorting information
• Establishes entry priorities
• Processes customer and account source documents by reviewing data for deficiencies