Alwin Antony Email and Phone Number

- Experience in working Service desk tools like Service now, Intune, Azure, Active directory, O365 Administration.- Monitored ticket queue, providing quality assurance of tickets, and maintaining adherence to process deliverables.- Coach and monitor the team members with latest process & technical updates.- Managed Chat, Phone, and Email Support for global customers for their IT related issue and provided accurate responses to inquiries.- Point of contact for Escalations - listening to customers, finding a good resolution to their issue, and closing open escalations in timely manner.- Escalate issues across other teams and do follow-up until its resolution.

- Maintained SLA/OLA adherence of 90% and above within the Global Service Desk, ensuring high- quality service delivery.- Upheld consistently high CSAT scores by fostering a culture of innovation and continuous improvement.- Orchestrated global IT teams across diverse geographies, ensuring seamless 24/7 support for stakeholders.- Specialized in Genesys, Odigo and ServiceNow platforms, optimizing their utilization to enhance service delivery.- Proficient in troubleshooting and resolving complex technical issues, minimizing downtime and disruption.- Utilized data-driven insights to identify trends, optimize processes, and enhance service desk performance.

- Troubleshooting on email configuration, backup, restore, archive pst file, mapping, o365 administration, giving and revoke access.- Analyze problems (both technical and operational) and arrive at permanent solutions- Take ownership of user problems and follow up for fast resolution on behalf of the user and communicate progress in a timely manner.- Taken the role of Floor support to help the agents on challenges that they are facing with users on the call.- Hands on experience of handling escalations/critical issue reported by Business Partners, user and resolving the same by coordinating to respective supporting teams.- Acting as a single point of contact for phone calls, emails, chat and self-service tickets regarding IT issues and queries

- Technical Support Representative Under general supervision, in a 24/7 in-bound technical environment.- Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs, application crashes etc.- Provide high quality customer service and level 1 technical support over the phone, Email & Chat- Engaged and tracked Priority 1 issues, with responsibility for timely documentation, escalation, resolution, and closure of trouble tickets- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.