Vaishak SL

• Providing technical support for Major hospital organization in US
• Provided Tier 1 and Tier 2 technical support via phone, email, and chat, troubleshooting hardware (desktops, laptops, printers) and software (Windows OS, Microsoft Office, proprietary applications) issues.
• Resolved an average of 40–60 tickets per day, consistently meeting or exceeding Service Level Agreements (SLAs) for resolution time.
• Able to improve csat from 95% to 99%scores by providing support with emotional intelligence and collaborating with multiple teams and following up on backlogs
• Able to improve process by changing knowledge article. Also finding workaround for authenticator issue
• Utilized IT Service Management (ITSM) software, such as ServiceNow to log, track, and manage incident lifecycles from intake to resolution.Performed remote troubleshooting and diagnostic analysis using tools like Remote Desktop and Bomgar to resolve issues for local and remote users.
• Escalated unresolved incidents to senior support teams and managed communications with users to provide updates on ticket status.
• Improved operational efficiency by providing effective feedback

Worked in Service Desk and IAM Role.

• Monitoring & working on service desk tickets from various user over different regions.(EMEA, APAC, AMAS).
• Handling customer requests, issues through calls & chats.(French, Spanish, German users).
• Providing maximum resolutions even though heavy volume of IT tickets.
• Handled 70-80 problem tickets each day in which able to close 50% of the volume with no compromise in quality.
• Assisting calls team whenever a spike in call volume during outages.
• Liaising with engineering team to acheive quicker resolution.
• Able to maintain SLA continuously with zero or minimal backlogs.
• Always pitch in for great customer feedback whenever possible and received it.
• Received recognition for completing maximum number of process trainings and certifications.
• Received Performace band B with 10% hike for the last financial year.

IAM

• Managing user access creation, modifying, and deactivating user accounts within the organization's identity management system
• Creating and managing user groups within the identity & access management system, which streamlines access control and simplifies management using.
• Have working knowledge and practiced Azure identity access management AZ-300 and Azure AZ-900
• Knowledge of dynamic and high-level languages such as PowerShell scripting and python.
• Enforcing company policies and procedures related to IAM, ensuring compliance and security are adhered to
• Creating and managing user groups in the identity and access management system. Enforcing company policies and procedures related to identity and access

• Managing the monitoring and resolution of service desk tickets from users across EMEA, APAC, and AMAS regions, ensuring maximum resolutions and minimal backlogs.
• Delivering multilingual support for French, Spanish, and German users through calls and chats, ensuring the delivery of exceptional customer service.
• Possess a comprehensive skill set encompassing Active Directory, Azure AD, Cloud computing, Splunk, VPN Troubleshooting, Mobile Device Management, Bitlocker protection Windows, SEE, SEP, command prompt, Remote Desktop Support, Windows OS Re-image, VDI, VMware Troubleshooting, and Mac OS troubleshooting.
• Possess expertise in Azure, Active Directory, DHCP, DNS, windows server file sharing, PowerShell, GPO, Network Shared drive configuration, O365 application, Print Management, SCCM.

• Account technician for US aviation insurance. Providing Insurance certificates, Calculation of insurance premium, providing invoices for flight operation
• Responsible for Monitoring requests, maintaining insurance documents for renewal and providing certificates for flying agencies

• Collecting sentimental analysis of patients from US for particular doctor from social media webaite
• Reporting to the dashboard based on the analysis of the doctor review