I have a strong background in IT support and customer service, with experience spanning over 1.8 years across two renowned organizations, WNS Global Services and Genisys Group. My roles have equipped me with a solid understanding of IT infrastructure, customer service excellence, and technical troubleshooting.WNS (1.2 years) - IT Support Engineer for Aviva UK and IrelandAt WNS, I served as an IT Support Engineer dedicated to Aviva, a leading insurance provider in the UK and Ireland. During my tenure, I was responsible for providing comprehensive IT support to Aviva's employees, ensuring the smooth operation of their day-to-day technology needs. My key responsibilities included:Technical Support and Troubleshooting: Provided first-line technical support to users, handling a wide range of issues related to hardware, software, network connectivity, and peripherals. Incident Management: Managed and resolved incidents and service requests in a timely manner using IT service management tools like Assyst. I prioritized tasks based on urgency and impact, ensuring adherence to SLAs and enhancing customer satisfaction.Active Directory Management: Administered user accounts, groups, and permissions within Active Directory. I handled tasks such as account creation, password resets, and access management, ensuring secure and efficient user access to necessary resources.I have a strong background in IT support and customer service, with experience spanning over 1.8 years across two renowned organizations, WNS and Genisys. My roles have equipped me with a solid understanding of IT infrastructure, customer service excellence, and technical troubleshooting.Genisys (6 months) - Associate Operations CSEPrior to my role at WNS, I worked at Genisys as an Associate Operations Customer Service Executive (CSE). This position allowed me to hone my customer service skills and provided a foundational understanding of IT operations. My responsibilities included:Customer Interaction: Engaged with customers to understand their concerns and provided effective solutions.Service Request Handling: Processed and resolved service requests, including troubleshooting basic IT issues and escalating more complex problems to the relevant teams.Data Management: Handled customer data with a high level of confidentiality and accuracy.Quality Assurance: Contributed to the quality assurance process by following company guidelines and procedures strictly, which helped in maintaining high service standards and meeting performance metrics.