Darshan Amin Email & Phone Number

Charlotte, North Carolina, United States

Charlotte, North Carolina Area

• Responsible for provisioning/de-provisioning of access of user to use applications, infrastructure and operating systems as per established policystandards and procedure. • Well versed for handling a user domain account on following process:on-boarding, off-boarding, employee – contractor transition, department transfername change, remediation and privileged access. • Management, provisioning and analysis of technology change, add and deletefunctions for user access. • Manage any adhoc compliance and security-related projects as required bymanagement. • Support company security policies and activities for user access • Resolving various user domain account related issues. E.g. Creating emailaddress, Smart card access, VPN - accounts, Shared drive access, addingscripts, adding group policies, Two different domain access on single account• Tools: Windows Server - Active Directory, Microsoft Exchange ManagementBMC Remedy, Servicenow ticketing tool, NetIQ Access Manager, OraclePeopleSoft, Lync Console, Microsoft Office

Charlotte, North Carolina Area

• Provided Tier 1 and Tier 2 tech support for over 33,000 US-based internal employees via phone, email, online chat, and use of various enterprise applications • Responsible for updating and resolving request tickets and ensuring timely settlement of assigned users requests and issues as outlined by service level agreements (SLA) • Respond to service manager incidents and ensure tickets are completed within the firm’s documented SLAs for priority/severity impacts. • Achieve and maintain 90%-95% for first call resolution, exceeding the average goal of 80% • Able to complete 10-15% extra task than a monthly goal requirement • Resolving various technical issues E.g. Network account unlocks, Password reset, VPN access, Cisco any connect issue, Blackberry UEM client install, Smartcard unlock/unblock, Oracle application password reset, Remote login issue, Shared drives access • Tools: Active directory, BMC remedy, Two-factor authentication token, Lockout tools, Blackberry BES server, Smartcard authentication tool - MyID desktop, Oracle java application, Microsoft Office