➢ Day to day activities involves:o Checking service board for possible Priority 1 or 2 tickets.o Assign tickets to be worked on for the day.o Check backup reports to see the status of the clients’ backups.➢ Work with senior colleagues to:o Diagnose possible issues.o Brainstorm possible resolution and see how we can approach and implement solutions to clients.➢ Work with stakeholders in:o Checking the possible solutions for the clients such as if the client needs to upgrade their servers or firewalls.➢ Collaborated with team members to work on certain projects to make the clients and support life easier, efficient and productive.➢ Studying new technologies and on the look out for exploits and see how the clients will be affected and mitigate risks via communication with the clients, stakeholders, and team members.

➢ Received cases from our Tier 1/Customer Relations Team.➢ Studied client cases/tickets in Salesforce. Tried to see if the issue can be reproduced (which will be a bug) or a client environment issue (such as GPO, network infrastructure, etc.,)➢ Arrange a call with the client to work with them via remote session to see if the possible resolution will work.➢ There are also situations wherein the client will try to convey their desired objective and goal and try to work with them to achieve it. If it is not yet a feature of the product, use Azure Devops to raise a feature request.➢ Collaborated with QA and Development teams to try to work on a newly released version of the application. Also collaborated with the same team to analyze if a feature is not working (a bug).➢ If there is already a solution, a work-around (if the issue is currently with the development team) or gather further/more information, set up a meeting with the clients.➢ Attended stand-up and meeting and discussed issues to exchange ideas on how to resolve more complex issues.

· Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.· Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.· Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber.· Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed.· Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.· Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.· Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.· Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.· Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.· Escalate high priority, high impact issues to the internal support teams.· Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).· Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.· Anticipates customer needs and proactively identifies solutions.

 Accept and resolve tickets, service requests/incidents/problems using Service Desk software (AutoTask).  Accept client facing phone calls and contact clients via phone and/or email to assist in resolving incidents and problems.  Use remote management software to log into client PC’s and resolve service request/incidents and problems.  Perform initial fault finding and basic troubleshooting of both incidents and problems.

 Handles tickets for diagnosing and resolving technical issues involving SolarWinds Backup Products: MaxBackup, Arcserve and StorageCraft.  Checks customer’s devices through SolarWinds RMM and N-Central and assist in resolving issues.  Assists users/customers in performing Bare Metal Recovery and Virtual Disaster Recovery.

• Provides technical support/service desk ticket resolution.• Provides loaner laptop/remote machine maintenance and issuance.• Sets up and issues laptops for new remote users.• Monitors patch levels of local and remote machines.• Contacts users and works with them to perform necessary updates.• Facilitates employee department transfers, setup, and workstation moves.• Updates all asset management systems.• Maintains printers and copiers Completion of workstation maintenance.• Provides backup as required.• Provides end user related phone/voice mail system administration.• Completes other assignments or projects as assigned.

• Ensured quick resolution to user concerns and escalated more complicated support issues to Deskside Support Representatives and Field Services Engineers.• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.• Identified problem and forwards it to appropriate area of responsibility.• Manages RSA account creation and user support• Successfully administered user accounts, Exchange mailboxes, and security and distribution lists.• Installed and maintained desktop software, service packs, patches, and anti- virus updates.• Analyze and pursue requests for application installation/removal and new hardware installation/configuration.• Utilize the use of asset management solution, CA Software Catalog deployment tools.• Train employees and demonstrate new operational techniques.

• Ensured quick resolution to user concerns and escalates more complicated support issues to Local IT of various sites. • Assesses issue of the user correctly, tagging it whether as an Incident or a Request. • Logs all of the interactions with the end user using BMC Remedy.• Supports setting up email in user’s mobile devices using Airwatch. • Setup Mainframe (UNIX type) system for the concierge of various hotel sites. • Provided BitLocker keys to the end user. • Routing users to the right department. • Supports email requests and issues of the users.• Creating Move / Change requests of the end user.• Interacts with different departments, i.e. Provisioning to follow up with their requests.• Respond to user service requests and expediently resolve trouble tickets to maximize system uptime.• Remote PC Configuration. • Identifies problem and forwards it to appropriate area of responsibility.• Successfully administered user accounts, Exchange mailboxes, and security and distribution lists.• Installed and maintained desktop software, service packs, patches, and anti- virus updates.• Analyze and pursue requests for application installation/removal and new hardware installation/configuration.• Train employees and demonstrate new operational techniques.

Technical Support Representative (Jan 2012 – Jan 2013)• Ensures quick resolution to consumer’s concerns and escalates more complicated support issues to Tier 2 Technical Support.• Explains Billing concerns and disputes.• Troubleshooting TV, VoIP and Internet concerns of the consumer.• Explains technician’s whereabouts on installation day, provides information on their appointment date with technicians.Resolutions Desk (Jan 2013 – March 2014)• Takes supervisory calls of the consumers.• Ensures that the resolution be fulfilled in a timely manner. • Provide options to the consumers. • Following up with different departments and other support group to ensure resolution to the issues and concerns of the consumers. • Listens and communicates emphatically to the concerns of the consumers.• Provides support to agents when necessity arises.