Sachin Pandey

IT Helpdesk support to the employees of Prospect Medical Holdings - A United States Health Care system.
• Providing First line technical support for users reporting issues related to their computer system, network, servers, forgotten passwords, viruses, email or any other IT related issues.
• Knowledge on Service Now ticketing tool.
• Respond to the incidents reported by customer through voice, emails, Identify, investigate, and diagnose technical issues, troubleshoot, and resolve. Issues like Password reset, account unlock, MO365, Hardware and Software related issues, etc.
• Maintain hygiene in ticket documentation, category selection and overall ticket quality.
• Basic troubleshooting of cloud-based Microsoft products including 0365, MS Teams, One Drive, Outlook
• Basic Support for VPN, Remote Desktop, Active Directory, Citrix and also help setting up MFA (Multi factor authentication) by taking remote of the users system.

• Providing support for company's business management applications like Cerner Millenium, Meditech, Allscripts, Ecare etc.

• Assisted with troubleshooting and problem solving for clients experiencing technical difficulties

• Resolved hardware and software compatibility issues

• Provided technical support to customers via telephone, email and online chat

• Diagnosed and resolved technical issues for customers in a timely manner

• Responsible for ensuring customer satisfaction by providing quality service

• Documented customer interactions and technical support activities

• Advised customers on best practices to ensure optimal system performance