Varsha Malhotra

Process- bp

Incident and Escalation Management- Working on incidents escalated via the L1 Support to restore a failed IT Service as quickly as possible.

Handling escalations by reaching out directly to customers and making sure to resolve the incident end to end through continuous follow-up.

Cross-functional collaboration with the global support teams that are responsible for incident closure.

Manage and coordinate activities during overall ticket life cycle.

Leading and monitoring - Helping and guiding 25 technical analysts in team to ensure that each ticket meets the required SLA as defined by client.

Responsible for monitoring the real-time dashboard and maintaining adequate workforce basis current and expected ticket flow.

Analyzing frequently on various metrics directly impacting the SLA eg: FTF. FCR and Reopen Count.

Responsible for handling un assigned ticket queue.

Responsible for reporting/handling high priority tickets and making sure to engage the MIM team soon the issue is reported.

Skills, Tools & Technology:

Ticketing Tools : Service Manager, Service Now

Remote Tools : Bomgar, MSRA, CMRC,Logmein

Operating System: Microsoft Windows 7, Windows 10

Windows Server : 2016

EMC Server 2012, 2016

Azure Active Directory

Worked on incidents escalated via the L1 Support to restore a failed IT Service as quickly as possible.

Reaching out to customer and resolving the queries within the given time frame.

Worked on user access provisioning and de-provisioning in AD platform and handled access related service request.

Active Directory: -

User Account creation, Deletion, modification.

Distribution List ownership and Membership modification, License assignment, Attributes editing.

Folder Access through security Groups.

Lync Server: -

Giving Permission to Instant Messaging.

MS Exchange: -

User Mailbox Creation

Generic mailbox and Distribution List Creation

SMTP Addition

SCCM Console: -

Software Installation.

Software Distribution to Distribution Points.

Other Accountabilities: -

Shared Printer Mapping, Drive Mapping.

Outlook and Skype Issues Handling.

User login, Internet and VPN Issues Handling.

Handling High Priority Issues.

Got initiated into the industry by answering customer-calls for technical support and resolved queries by means of remote sessions.
Managed and coordinated activities during the overall ticket life cycle
Monitored the Incidents to ensure that the SLA is maintained
Ensured that maximum tickets meet the required SLA defined by the client.