KARTHICK R B

• Responsible for technical support for US
  health care process.
• Documented all transactions and support interactions in system for future reference and addition to knowledge base, Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks Supporting calls, chats and web tickets.
• Also responsible for training new hires for process and soft skills.
• Part of call auditing team, which includes auditing calls and tickets analysts have worked on and providing feedback to analysts.
• Coordinated with clients regarding new process change and update and create document for the same.
• Handled team of 9 members as SME, responsible for their performance within the process.
• Improved customer satisfaction rates
  through proactive communication of project
  updates and addressing concerns promptly.
  
  
  
  
  
  

● Creating, managing, tracking, and resolving incidents through web-based ticketing tool ITSM.

● User Provisioning & De-provisioning for Client domains, accounts & applications.

● Technical Support for all Corporate & End users(onsite/remote) in a mostly Windows Based Environment through Incidents, Phones, email/chat for Desktops, Laptops, Telephony Systems, Virtual Machines, Network connectivity, Printers etc.

● Installation, Upgrade, Support, Troubleshoot Printers, Windows XP/Vista/7, MS Office Suite 2007/2010/2013(including outlook 2007/2010/2013), Skype over business/Lync, Remote assistance for VPN/Citrix, Internet Browsers, and other system applications.

● Raise incident on all major outages and restore the service as soon as possible.

● Managed the processing of assigned incident, change, and service requests.

● Monitored and Maintained user profiles, distribution/security groups, permission in Active Directory, Exchange, Application and File servers.

● User Provisioning & De-provisioning for Client domains, accounts & applications.

● Technical Support for all Corporate & End users(onsite/remote) in a mostly Windows Based Environment through Incidents, Phones, email/chat for Desktops, Laptops, Telephony Systems, Virtual Machines, Network connectivity, Printers etc.

● Monitored and Maintained user profiles, distribution/security groups, permission in Active Directory, Exchange, Application and File servers.

● Installation,Upgrade,Support,Troubleshoot Printers,WindowsXP/Vista/7,MS OfficeSuite.

2007/2010/2013(including outlook 2007/2010/2013), Skype over business/Lync, Remote assistance for VPN/Citrix, Internet Browsers, VMware and other system applications and software’s (Adobe, SQL Server 2008/2012, SQL Developer 2008/2012).

● Creating, managing, analyzing, tracking, and resolving incidents through web-based ticketing tool.

● Managed the processing of assigned incident, change, and service requests.

● Follow Up with Support Staffs ensuring that incidents are resolved and completed.

● Raise incident on all major network outages and restore the service as soon as possible.

● Day to day on call meet with clients and stake holders on the outstanding issues and process.