Azure data engineer

 Used to create agent roster. Used to generate TTR(Time taken to resolve), FCR(First call resolution), RR(resolution report), TCR(Tickets to contact ratio, Ticket backlog, AHT, login hours, Aux reports from Service now as per ITIL standards. Worked on RTA role to monitor incoming chat and call volume trend. Having good analytical skills to predict FTE requirement, forecast variance analysis. Worked as a Level support engineer to provide resolution on office 365, VPN, active directory (login issues), windows and admin password, Bit locker, MS Teams, SharePoint, external application access, MDM(Intune), MFA, windows and application migration, laptop drivers compatibility, System slowness, browser issues, BSOD scenario.

 Primary responsibilities were to e-recording & maintaining data as per client requirement on application which is PIPER (Physical Inventory of Planners & E-records). What is PIPER? – PIPER is the physical inventory of planner & E-records of British telecom to keep track of network distribution, same as google Map. It’s mainly needed to record network detail like cable type, equipment used, and connection details provided by onsite planner job information. Used to communicate with onsite planner for better E – record of network for future network planning In given SLA.

 Used to create FTE shift roster as per requirement. Used to Monitor Call and chat volume to meet SLA. Used to send hourly, mid – day, EOD AHT, production, login, aux usage reports. Used to track client-side application management and unplanned outages to keep BAU. Used to verified network issue from client as well as local network IT team for business continuity. Worked as a sentinel requester in ID and management role to revoke and grant client-side tools access for new joiners.