Anisha Balan Email & Phone Number

United Arab Emirates

Abu Dhabi, United Arab Emirates

● Providing technical support for first call resolution of 75+ reported issues weekly via telephone, email, and remote desktop control.● Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate● Respond in a timely manner to log, track, Categorize, Prioritize and manage Incidents and Service Requests using Service-Now ticketing tool.● Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps, escalating problems to second level, tracked status of problems and solutions.● Establishing good relation with customers and other team members.● Set up accounts for new users in Active Directory including Password changes, rights and access permissions.● Install and configure computer hardware operating systems and applications.● Troubleshooting all MS office products (excel, word, PowerPoint, one drive, outlook, Skype) issues.● Working with Windows 7/10 operating system, ● Engaged and tracked Priority 1 issues, with responsibly for timely documentation, escalation (if necessary), resolution and closure of trouble work orders from users in Track It.● Notified customer of issue status and follows-up with customers to ensure problems have been resolved satisfactorily and no service-level agreements (SLA) breach.● Troubleshooting technology-related problems such as software, hardware, mobile devices, and network.● Good understanding of Microsoft and desktop applications, PC hardware and peripherals, PC operating systems and application software.● Assisting users to resolve issues remotely with the help of WebEx and SCCM.

Abu Dhabi, United Arab Emirates

Chennai Area, India

• Served as the first point of contact for over 11,000 employees for all IT related issues and service requests through the use of phones, self-service, email, and Live Chat.• Reduced ticket turnover and average call waiting time by handling multiple ticket queues and resolving tickets via Live Chat software and incoming calls concurrently.• Helping users to resolve password issues.• Guiding users to configure work emails in iPhone and iPad.• Support the following technologies: MS Office 2007 products – Outlook, Word, Excel, Access, Internet Explorer, and Windows XP, desktops, laptops, printers, Network Sharing, basic LAN /WAN connectivity and others as assigned.• Experience in Windows 7/10 operating system, Application installation, upgrade system.• Following Critical Outage procedure to avoid business impact.• Resolving system, hardware and telephone issues, improving efficiency among all departments.• Built and maintained internal knowledge bases for support products to expand available feedback and performance data.• Documented thoroughly all incidents in Service Now. Relate, link, and assign incidents to the appropriate teams and escalate when systemic issues when needed• Good Knowledge on ITIL concepts.• Knowledge on IP phone, server and networking concepts with protocols.

Chennai Area, India

I was working as a Technical Support Engineer in Accel Frontline Ltd, Greams Road, Chennai , for one and half year.Project Name: Buffalo Buffalo Inc. is currently one of the 14 subsidiaries of Melco Holdings Inc.JOB FEATURES:• Handling customer technical queries through phone.• Solve the customer queries via mail.• Helping the customer to connect the internet by using Buffalo router.• Handling remote session to solve the customer problem.• Helping the customer to configure the business storage network product like link station and terrastation.• Servicing the network storage product like hard disk, router and terrastation.

Bachelor Of Technology - Btech, Electrical, Electronics And Communications Engineering

Higher Education

Activities and Societies: Speech, katha prasangam, Poem writing, Story writing• Higher Secondary (2006-2008) Technical Hr Sec School.