Providing technical support to all the In-house users of Everise.FortiClient and FA tool for VPN log analysis.Resolving problems with wired/wireless connectivity,remote desktop access and remote network connectivity.Resolving issues with Citrix,VMWare & Avaya Softphone Applications.Coordination with network , Server and Telecom team to resolve end user concerns.Use remote tools to troubleshoot and fix user problems.Working on Incident and Service requests.Coordinate with third-party vendors for additional support.Identify and escalate priority issues to appropriate channels.Maintain logs of customer interactions, issues, and resolutions.

Responsible for cloud-based Applications such as MS, Cheetah Messaging, and experiences.Providedsupport by communicating with the end customer to resolve all incidents within the allocated SLA.Checking the Domain delegation, generating the CSR, and installing the SSL Certificates.Checking different kinds of alerts when itʼs triggered and resolving by following the playbook.Have experience managing tasks through Salesforce CRM, JIRA.analyze regular campaign performance reports that include opens, clicks, conversions, revenue, revenue lift,unsubscribes, etc.Communicate with foreigner clients related to their issue.Have the exposure to run the query on Splunk to find out the issue in failed campaigns/imports/export.

Helping clients to understand the CRM.Ask customers targeted questions to quickly understand the root of the problem.Providing step by step technical help, both written and verbal.Demo for the CRM and tools on call.Website hosting on IIS.Managing clientʼs databases.