Enterprise Security Administration & Privileged Identity and Access operations.

• Providing technical support to 50000+ clients over the phone, troubleshooting, diagnosing, resolving, and documenting hardware, software, and network related issues. • Respond to client needs from multiple lines of businesses related to infrastructure and service delivery requests; resolve and/or escalate for one or more products or services, and client requests (telephone, email, web) for infrastructure support to defined service level objectives. • Track and/or monitor the incidents to insure a timely resolution. Answering to client requests (telephone, email, and web) for infrastructure support to defined service level objectives.• Maintain written documentation on each contact; responded to clients; escalated complex incidents to the next level of support as required by documented procedures/policies• Support users on enterprise network and Active Directory, messaging, business applications, and storage, database, desktop and remote applications.• Handle incoming incidents via the ServiceNow ticketing system promptly and effectively. • Assist users via remote control using GoToAssist and SCCM (System Center Configuration Manager).• Resolved wide range of Citrix and VPN Issues. • Earned multiple “Achiever’s” award from quality team for comprehensive technical knowledge and outstanding customer service.• Resolve technical issues with desktop, web based and mainframe applications.