• Working in VDI VMware AWS VDI & Citrix VDI in the admin console also supporting all vendors & full time employee’s technical issues. • Explain and document technical issues in a clear way to clients. • Google Meet & MS Teams support. • Track the incidents/ service request and the user requests to closure, and notify the stakeholders with the updates. • Maintain overall ownership of the user's issue & service ensuring that they receive resolution within a reasonable time frame. • Google cloud Application support. • Managing productivity sheet to manage team issues and tickets allocation.

Quickly and professionally answer inbound & outbound calls to determine call nature or inquiry to include explanation of services available, features & Technical helps. • Worked on VDI in VMware in the admin console also supporting AWS VDI & Citrix VDI. • Working on Office 365 admin console. • Knowledge of PingID Admin console, HYPR console. • Tracking and documenting network issues and compiling incident reports. • Participating in 365X24X7 on-call rotations, driving restoration and repairing of service-impacting issues. • Supporting VPN/VDI issues and user administration on Active directory. • supporting VPN remote connectivity including RSA SecurID administration. • Troubleshoots and resolves a multitude of remote access issues from end to end. • Processing service requests, including remote software installations, access requests, and RSA token distribution.

• Knowledge about SCCM clients. • Managing the SLA of the Incident tickets raised by the end users using service now tools for Incident Management. • Collaborated with IT Project Managers to develop focused plans and solutions. • Configuration and Troubleshooting of LAN, wireless, VPN. • Analyzing and applying patches, service packs, and infrastructure updates. • Knowledge and troubleshooting skills for Group Policy on local workstations and servers. • Knowledge in Office Enterprise 365 E1, E2 & E3

• Perform routine/scheduled audits of the systems, including all backups. • Interact with the help desk and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed • Manage the configuration and operation of client-based computer operating systems. • Administrate infrastructure, including firewalls, databases, malware protection software and other processes.