Ranjitha S
Infrastructure Analyst II
Mysore,KA
Summary
Accomplished Infrastructure Analyst with a proven track record at DXC Technologies, specialized in Windows and customer support. Expert in leveraging technical skills like LDAP and soft skills to enhance customer satisfaction and resolve complex issues efficiently. Demonstrated success in improving system operations and customer experience through innovative solutions.
Overview
3
3
years of professional experience
Work History
Infrastructure Analyst
DXC Technologies Pvt Ltd
09.2023 - Current
- Provide technical support, troubleshooting, and issue resolution to customers via email, telephone, chat, or remote web session
- Reproduce issues in-house and respond to customers promptly
- Collaborate with peers, mentors, the knowledge base, community forums, and other internal tools to deliver effective, world-class solutions
- Work with Product and Learning teams to ensure customer education programs are accurate and up-to-date
- Creating and tracking Priority 1 and 2 issues with responsibility for the timely documentation, resolution and closure of tickets
- Worked with incident management for the resolution of tickets
- Incident and new request management using remedy tool
- Remote control through SCCM and RDP as well as BTRS
- Troubleshooting domain and user related account issues
- Worked on FCR tickets with achieving above 90% of FCR
- Tools: LDAP, SSO, RADIUS, MDM, iOS, Android, Salesforce, RDP,SNOW, Citrix .
Service Desk Analyst
Accenture solutions Private Ltd
09.2021 - 06.2023
- Resolve customer issues via telephone, email, or remote access, frequently working through chat, email, phone as well as Teams
- Assist users in real-time with printer installation, desktop setup, hardware, and networking
- Maintain customer loyalty through integrity and accountability
- Research customer issues promptly and follow up with recommendations and action plans
- Work with technologies including Windows Server, RDP, NTP, FTP, and Active Directory
- Respond to customer inquiries and provide technical assistance both over the phone and in person.
Trainee Production Line leader
08.2016 - 09.2016
- Handled non-aerospace products
- Handled international products and achieved targets and performed exceptionally well
Education
Bachelor of Engineering - Electronics And Communication
BMSIT
Bangalore 08.2011 - 05.2015
Diploma - Electronics and Communication
Govet Polytechnic For Women
Hassan 06.2008 - 05.2011
High School Diploma -
St. Philomena's Girls High School
Hassan 06.1997 - 04.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Microsoft Outlook
- Product Knowledge
- Call Management
- LDAP Management
- Azure Active Directory
- Active Directory Management
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureSimilar Profiles
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