Veena S

Admin Console & GCP Support Specialist

• Provided expert-level support for admin console management and Google Cloud Platform (GCP), ensuring optimal workspace configurations and smooth user access.
• Guided CX (Customer Experience) teams in creating and managing workspaces, including domain registration and DNS record configurations.
• Proactively managed and resolved P1-P4 escalated support cases, demonstrating strong troubleshooting skills and quick issue resolution for both internal teams and customers.
• Worked closely with the Escalation Team to resolve complex, high-priority technical issues and enhance system performance.
• Administered user access control, including the assignment of roles, permissions, and troubleshooting access-related problems, ensuring compliance with security protocols.
• Ensured the smooth functioning of DNS records and domain configurations by conducting regular audits and collaborating with internal teams to resolve discrepancies.
• Delivered expert guidance and resolution for access-related issues, enhancing operational efficiency and reducing downtime.
• Supported administration tasks across multiple platforms and environments, leveraging tools and knowledge to improve system configurations, user experience, and security.

• Involve identifying, researching, and resolving computer problems.
• Record Communications by creating tickets providing remote resolutions to end users.
• Install software programs and updates to fix problems and resolve end user issues.
• Supports and troubleshoot - End user support Desktop Support - Windows operating system - Local and Network issues.
• Installation, Internet explorer, TCP/IP, DHCP, Device.
• Manager, Registry editor, User Manager, Admin Commands.
• Provide customer service and also provide training for new team members each month.
• Day to day activities involves creating ticket and assigning tickets to resolver team.
• Made sure all incidents achieved the response and resolution time targets for all category including P1 P2, P3 and P4 tickets based on priority and category.
• Using a tool service now creates incidents and service request for customer.
• Created all escalation and approval matrix Attaining SLA throughout a year.
• Identifying process gaps, estimating impacts and suggesting solutions and provide a knowledge based article to improve the process change.

• Identifying Customer queries.
• Taking decision and keeping track of the cases in the queue.
• Updating the information on tickets.
• Handling calls while investigating the cases.
• Handling PPI on Triage and Resolver group investigating the cases.