Providing remote technical support to the end users of Oaktree capital management L.P. on computer desktop environment including installations, maintenance, and software solutions. The responsibilities also include the administration and internal support of the client’s PCs, printers, servers, and related equipment. Tasks include user support, license tracking, and performing PC maintenance, upgrades, and configurations. The responsibilities in detail are:• Generate Ticket for Software or Hardware issues.• Meeting the Service level by picking calls and tickets within the period.• Providing phone support, Email and Remote assistance for resolving queries. • Communicate with management on the progress of assigned tickets.• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority. • Modify configurations, utilities, software default settings, etc. for the local workstation. • Utilize and maintain the helpdesk tracking software. • Assist with onboarding of new hires. • Install, test and configure new workstations, peripheral equipment and software. • • Co-ordinating with Tier 1 and Tier 3 for fixing the core issues.• Manage PC setup and deployment for new employees using standard hardware, imaging and software. • Assign users and computers to proper groups in Active Directory. RSA setup on Mobile• Perform timely workstation hardware and software upgrades as required. • Supporting Citrix Director, Citrix XenApp and XenDesktop virtualization platforms.• Internal applications support (Citrix, VPN, RDP, Outlook, RSA, Mitel, Zoom, LastPass• AirWatch, Intune, Azure and Office 365).• Supporting trading and banking applications: Bloomberg, Geneva, Fxall, efunding, Everest, PowerBI• We support apple devices as well. Configuration of client email on iPhone and iPad, email and calendar synchronizing issues as well. In addition to this, Citrix support on Mac laptops, desktops, and iPads as well.

Key responsibilities:• Resolved varying client issues regarding DELL hardware including installation and troubleshooting.• Liaised with the ISP (internet service provider) and ensuring timely resolution for priority connectivity issues.• Supported the set up and troubleshooted issues related to wired or wireless internet issues regarding ISP’s including Verizon, Rogers and Netgear. • Enthusiastically received and responded to inbound customer enquiries via telephone and email.• Resolved virus issues, helping the customer to reformat the system.• Maintained and exceeded targets on AHT, Outbound calls, number of calls in a day and sales targets. • Resolved pending cases and/or service ticket’s and following up with the customers and ensuring a positive outcome.

Key Achievements:• Acting as first point of contact in all computer hardware, software and telecommunication problems and requests and thereby providing resolution for requests on first point of contact.• Troubleshooting software issues for dell XPS laptops and desktops • Virus issues • Fixing third party software issues. • Sales