PRADEEPKUMAR. A

L2 Support (Oct 2021 to till date)

• Managing the operations based on my Shift
• Handling Bridge calls on Major outages
• Managing the ServiceNow Operational Dashboard
• Creating the Knowledge Base for Supported applications
• Giving training to New Hires on both process and technical knowledge
• Monitoring the L1 calls
• Creating PDE assessments
• Handling L1 escalated tickets
• Working with L3 teams for more technical knowledge
• Creating VM's (Azure Virtual Desktop)
• Handling Nexthink Project
• Involved in the migration activity for Windows 10, MS teams, Virtual Desktop

L1 Support (Oct 2016 to Oct 2021)

• Engaged in user support interactions via telephone, chat and web based ticket platforms.
• Worked on access related tasks( Devtools, Rally and VPN access)
• Smartphone support for internal applications

Tools handled: ServiceNow, Office 365 apps,Active Directory, Azure VirtualDesktop, Global protect, Cisco any connect, Genesys Cloud, Nexthink, Mycareer, Workday, SAP, Browsers, Windows issues and all End-user services.

• Voice Support for US customers for Client-PwC
• PwC is an Auditing company we provide end to end support with SLA
• 4months experience in Incident Management Team
• Password Change Management for Windows Account, MacAfee, IBM Notes
• Remote support for all the applications
• Helping the customers for Installing and updating the application)
• Supported Applications (IBM notes with Sametime,VPN,SCCM,Internet Explorer, Google Chrome, Windows Server, Adobe and acrobat, Cisco WebEx, Cisco IP communicator, Cisco Jabber, Software Installer, Password Changer)
• Microsoft office support(Excel,PDF,Word)
• Network support(Wifi related issues)
• Cellular Support for both iPhones and iPad along with Mobile iron Server maintenance

• E-mail support and call handling for the client-CISCO
• Maintaining the employee database using Oracle 11i tool
• Maintaining the Desktop Analytics of each employee
• Installing and Updating Anti Virus in Desktop
• Installing Printers and Scanners
• Microsoft Office xp, Office 2007, Office 2013 support
• Take ownership and responsibility of queries, issues and problems assigned to the support desk
• User account administration, i.e., account creation and management and password
• Resets
• Maintains I.T
• Records and tracking for area of responsibility