Siva Das Sruthi

-> Provide technical expertise, troubleshooting, diagnosing, providing guidance and assistance to resolve application and system issues as Technical Analyst.

-> 1st line support for Allianz Technology, Allianz services, Premium support, Allianz UK, India and Allianz Partners users

-> Incident prioritization by raising P1/P2 incidents and coordinating with stakeholders to ensure timely escalation of priority incidents.

-> Incident management and prioritization, by utilizing major ITSM tools, maintain, record and provide support, including procedural documentation and relevant reports for senior management.

-> Providing assistance and support for new team members in Team

-> 1st line support for Allianz Partners users

-> Provide technical expertise, troubleshooting , diagnosing, providing guidance and assistance to resolve application and system issues as Senior Technical Analyst

-> Follow process and procedures as detailed for customer issue resolution and escalation

-> Use support tools for support and Installations

-> Troubleshoot technical issues over telephone, chat and email

-> Used service management systems to manage incidents and followup requests.

-> Competent POS Analyst maintaining support systems, workstations, mobile devices, printers, registers and peripherals.

-> Ensure system security for desktop, mobile, registers, scanners and cloud

environments.

-> Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infection, PDI and more

-> Troubleshoot citrix environment and utilize Citrix Director to terminate frozen session. Password reset, unlocking and termination of user accounts from Active Directory as requested.

-> Produced KB and weekly communication articles.

-> Documented all support tickets in Service Now.

-> Handling escalation calls, troubleshooting on Network and Modem/Router issues.

-> Capture and tracking customer issues through CRM tools

-> Retaining customers from disconnection.

-> Engaging with Technician to followup on ETA and resolving the issue with best resolution.

-> Cultivated procedures and standards for system monitoring, investigation and maintenance.

-> Handling escalation calls, troubleshooting on Network and Modem/Router issues.

-> Capture and tracking customer issues through CRM tools

-> Retaining customers from disconnection.

-> Engaging with Technician to followup on ETA and resolving the issue with best resolution.

-> Cultivated procedures and standards for system monitoring, investigation and maintenance.