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
Greater Noida
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
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
Remote
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