Lakshmi
Greater Noida
Summary
A proven technical support engineer with over 7 years' experience ensuring seamless IT operations and delivering key projects. Significant experience in Active Directory, MS O365, troubleshooting and customer service and has a history of improving technical team productivity, Possesses excellent problem solving and communication skills to ensure customer satisfaction and successful resolution of technical issues.
I have received an award of excellence in Coforge for recognizing my hard work and dedication
Overview
12
12
years of professional experience
Work History
Senior Associate
Coforge ltd
07.2022 - Current
- JML: User creation and deactivation, providing and removing access from AD/Azure.
- DL and shared mailbox creation, Modification.
- Managing O365 L1 support.
- License Management and cleanup.
- Registration of mobile device to intune.
- Managing request queue, ticket assignment(Triaging) and work on ageing tickets.
- Knowledge base article creation and modification.
- Remote in user's machine for any technical issue.
- User creation on LDAP, providing and deprovisioning access.
- Escalation handling and give specific directions to the team members to enable them meet specific customer needs.
Service Desk Engineer
Nityo Infotech Singapore
05.2022 - 06.2022
- Provided L1 technical support to hospitals and clinics in Singapore Worked on AD for access related requests
- JML Process , User creation and deactivation, Assigning and removing license.
- Managing ticket queue and working on backlogs.
- Contributed to increased first-call resolution rates by effectively utilizing available resources and tools during troubleshooting efforts.
- Provided remote support for users, ensuring efficient resolution of issues.
Technical Support Analyst (L1 Support)
Capgemini Technology Services India Limited
10.2020 - 12.2021
- Provided support to UK McDonald’s project
- Responsible for troubleshooting McDonald’s all devices for issues related to applications, software, network, and configurations Deploying new packages for any upgrade.
- Checking and changing DB configurations in DB files
- Configurations of new devices in store
- User creation, deletion, providing access via AD
- Handling and resolving P1 cases.
- Working on backlogs
- Worked on ELS stores and handled the issues post migration.
Technical Helpdesk Executive
Havells India Pvt. Ltd. (On rolls of Sysnet Global Technologies Pvt Ltd.)
07.2019 - 08.2020
- Allow for addition, deletion, and change of individual users and broader job roles Manage the employee database of users and job roles Adding, removing, and amending a role’s access rights in the IAM system Assigning O365 licenses Troubleshooting and resolving access related issues to O365, network, system,applications
- Phone registration to Mkonnect applications, DL creation and modification Releasing emails from Mimecast.
- Managing Incident and request queue
- Assigning tickets and taking follow-ups till resolution.
- Managed high-volume emails, ensuring prompt responses to all inquiries for optimal customer satisfaction.
- Trained new helpdesk staff on company policies, procedures, and best practices for efficient onboarding and integration into the team.
- Resolved escalated issues by serving as subject matter expert.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Service Desk Coordinator
Wipro Infotech
12.2013 - 02.2016
- Managing daily operations like email response TAT by helpdesk agents, ticket logging, quality monitoring and improving, planning, and prioritizing calls based on criticality
- Prepare and provide daily, weekly, and monthly MIS
- Initiate C-SAT as per schedule, share and execute plan of action for the improvement in customer satisfaction
- Give specific directions to the service desk team members to enable them meet specific customer needs
- Enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses
- User complaints by logging via Mails and chats with assigned Priorities and Followed end to end process to close the Call
- Recording incidents, providing resolution, escalating if necessary and closing request per the established SLA
- All mails to be read thoroughly and replied to all the concerned in case of escalation
- Obtain necessary information from users to adequately describe the request or problem reported and put it into the tracking tool
- Generating the tickets and aligning the Engineer of Concerned Team to solve the issue encountered
- Coordinating with engineer, as well as with user for the update of the call
- Closing the ticket ID with the proper resolution method followed by engineer to troubleshoot the issue
- Taking the user acknowledgement before closing the ticket ID
Service Desk Coordinator
HCL Infosystem
05.2012 - 05.2013
- Check and generate the Shift report, Daily call report, Monthly call report Coordinating with various teams on all escalated issues pertaining to servers, desktops, network issues etc
- Ensuring the proper resolution/execution of Incident, Change & Problem requests as per customer requirement
- Ensuring that the team is working towards one goal while maintaining the directives & SLAs defined by the customers
- Coordinating with vendors to provide optimum services to customer & vendor performance evaluation
- MS Outlook, Outlook Express Configuration, Backup and Restore Process
- Basic troubleshooting for issues in outlook, network issues like (WIFI, VPN), business applications, software etc
- Installing and updating business software Remote Management
Education
DIPLOMA IN COMPUTER SCIENCE
Board of Technical Education
New Delhi, India01.2011
Skills
- Technical Remote Support
- Microsoft O365
- Active Directory
- Training and mentoring
- Process Enhancement
- Team Leadership
- Team Supervision
- Performance monitoring
- Business Communication
- Operations
- Resolving Complaints
Languages
English
Hindi
Current Organization
Coforge ltd, India
Personal Information
- Title: Senior Associate
- Date of Birth: 09/28/91
Timeline
Senior Associate
Coforge ltd
07.2022 - Current
Service Desk Engineer
Nityo Infotech Singapore
05.2022 - 06.2022
Technical Support Analyst (L1 Support)
Capgemini Technology Services India Limited
10.2020 - 12.2021
Technical Helpdesk Executive
Havells India Pvt. Ltd. (On rolls of Sysnet Global Technologies Pvt Ltd.)
07.2019 - 08.2020
Service Desk Coordinator
Wipro Infotech
12.2013 - 02.2016
Service Desk Coordinator
HCL Infosystem
05.2012 - 05.2013
DIPLOMA IN COMPUTER SCIENCE
Board of Technical Education
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