Kirti Borliya

• Working on a HALO PSA ticketing tool.
• Onboarding/offboarding Users. (Managing from O365 admin portal as well as from AD)
• Email phishing blocking in firewalls such as Barracuda Cloud.
• Laptop configuration from OS installation to All software configurations including it’s troubleshooting
• Account Creation in AD and Managing AD OUs with various permissions for users.
• Currently handling email migration task of on premises to cloud.
• Handling more than 50 company’s IT support at Current Place.
• Remotely help in any operating system related issues including Network Printers & Drives, SharePoint, OneDrive, Egnyte.
• Troubleshooting Microsoft OS related issues and Mac OS issues.
• Managing O365 admin portal for account creation and managing all services related to that account.
• AzureAD management including AVD and Intune.

Recommended and performed actions to correct problems based on knowledge of system. Researched and provided confident, accurate solutions to user problems on a timely basis. Evaluate and prioritize tickets effectively escalating and documenting all support calls to a higher level.

• VPN, Wi-Fi troubleshooting.
• Account creation on windows 2012 and active directory, account extension.
• SAP
• One drive syncing issue
• Issue related with Outlook, Excel, Teams & share point.
• Shared mailbox troubleshooting
• Shared Drive mapping
• software installation, Network Printer installation on machines
• Password reset, account locking issue.
• Remote sessions

Chat/call support for an international food delivery app. Used to resolve the payment failure issues, account lock and unlock issue.

• Providing continuous support to the customers through chats as well as calls.
• Understand and acknowledge the issue, Provide resolution on a very first contact.
• Having authority for providing refunds if the services fail.
• Account related issues (troubleshooting for account disable).
• Dedicated troubleshooting for subscription expiration and password reset.

• Listened to calls either recorded live or side-by-side while communicating feedback.
• Encouraged good practices and discouraged bad ones.
• Identified calls failing to meet predefined standards and identified the problem.
• Implemented agent training and coaching initiatives.
• Understood the priority of the organization and evaluated call behaviors for regulatory compliance cross-selling and adherence to policy.
• Provided customer feedback and internal compliance feedback to management.