Alka Sharma Email and Phone Number

• Knowledgeable in troubleshooting and resolving hardware and software difficulties on a range of devices, including PCs, workstations, printers, terminals, and mobile devices.• Proficient in configuring, installing, and upgrading end user computing devices and AV equipment.• Experience in preparing systems for installation using PXE boot and USB flash drives.• Administer PCs and laptops through SCCM, and utilize PowerShell for effective management, including the installation of intricate software.• Familiarity with Service now tracking systems to ensure timely updates and documentation.• Experience in maintaining and repairing Laptops and printers, conducting routine EUC maintenance, and upgrading existing systems.• Lead Windows 10 migration project, Worked on Domain migration project for three sites of Home Depot Head Office Toronto.• Effective collaboration within a team environment and the ability to function within a 24/7 support environment.

• Responding to customers' queries via phone and email• Training other staff members with exceptional skills• Aiding customers' problems and queries• Following up with customers to ensure full resolution of the issues• Identifying and escalating situations requiring urgent attention.• Ensured compliance with established standards, policies, and procedures.

• Provided support to corporate users, addressing concerns related to peripheral devices (printers, monitors, PCs, etc.) and software applications (Microsoft Office), as well as troubleshooting operating systems (Microsoft Windows 7/8/10), Microsoft Networking, Apple technologies, etc.• Managed account creation and deletion in Active Directory, ensuring seamless user access and security. Additionally, managed permissions for file shares to facilitate work environments.• Effectively resolved issues related to Outlook 2016, including .ost and .pst file management, ensuring uninterrupted email communication for all users.