Alfaz Mulla Email & Phone Number

Resolving issues by researching documentation; troubleshooting hardware, software, guiding User’s through corrective steps; escalating problems to second level; tracked status of problems and solutions.Established service by walking callers through new installations and configurations.Improved caller capabilities by providing additional documentation; recommending training courses.Maintained help desk database by entering caller statistics, inquiries, and responsesImproved help… Show more Resolving issues by researching documentation; troubleshooting hardware, software, guiding User’s through corrective steps; escalating problems to second level; tracked status of problems and solutions.Established service by walking callers through new installations and configurations.Improved caller capabilities by providing additional documentation; recommending training courses.Maintained help desk database by entering caller statistics, inquiries, and responsesImproved help desk results by recommending changes in information and processing.Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.Documented and tracked all received requests in incident management system.Collected and updated data to assist with customer issues and concerns.Assisted with software installations.Provided technical support for client services.Troubleshoot performance issues on Dell laptops and Desktops devices regarding the installation and utilization of company specific applications.Tool’s: Salesforce(Ticketing), Vmware(remote session), Avaya (calls). Show less