OM PRAKASH

Efficiently assigned and managed tickets using the ManageEngine tool.

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• Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Monitored network infrastructure for performance, security, and availability.
• Responded to alerts and incidents related to network devices, switches, and routers.
• Conducted regular health checks and proactive maintenance.
• Investigated network connectivity issues reported by end-users.
• Diagnosed and resolved network-related problems, both locally and remotely.
• Collaborated with network engineers to address complex issues.
• Provided mentorship, training, and performance feedback.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.
• Utilized various software and tools to streamline processes and optimize performance.
• Managed inventory and supplies to ensure materials were available when needed.
• Oversaw daily performance of computer systems.

• Company Overview: Client: Emaar (DLF Phase1)
• Serve as the initial point of contact for end-users seeking technical assistance.
• Respond promptly to service requests, incidents, and queries via phone, email, or chat.
• Lead and supervise a team of 16 desktop engineers.
• Allocate tasks, monitor performance, and provide mentorship.
• Utilize ManageEngine (ticketing tool) to log, track, and manage service requests and incidents.
• Prioritize tickets based on urgency, impact, and business needs.
• Escalate critical incidents or seek guidance.
• Ensure effective communication regarding ongoing projects, updates, and escalations.
• Collaborate on cross-functional initiatives and knowledge sharing.
• Generate regular reports on ticket volumes, response times, and resolution rates.
• Analyze data to identify trends, areas for improvement, and resource optimization.
• Monitor service quality, adherence to SLAs, and customer satisfaction.
• Implement best practices and continuous improvement initiatives.
• Managed user accounts, permissions, and access controls, safeguarding company data while maintaining efficiency in daily operations.