Dilip Y Email & Phone Number

IT SPECIALIST with 5 years of experience handling enterprise and organizational level IT Services, Asset management, and providing industry-standard ITIL practices.Became part of the first Help & Escalation Queue designed to help internal call center agents Identifies, Diagnoses, and Resolves problems for Applications and Networks. Diagnoses and resolves end-user application issues related to access and functionality. Active Directory Administration (on-premise and Azure AD).Coordinating with the vendor regarding the Application Licensing and Application user access creation. Monitoring applications database and maintaining timely reports over the data usage.Able to provide a full range of support and client relationship services. VM Ware Virtualization environment, Citrix Admin & Virtual machines.Worked on Service now, BMC Remedy Tools for 4 Years.AZURE Skills: Deploying and Managing Azure compute resources, Configuring and managing a virtual network, implementing and managing resources, Azure identities, and governance.Intune Specialist, also worked for Air watch as a part of Mobile Device Management.Provided support to END USERS through CALL, CHAT, PORTAL modalities. Resolving client issues through raising tickets, tracking, and routing. Troubleshooting by using customized tools. Handling escalations and directing tickets to respective teams. Worked as CENTRAL SERVICE DESK agent on Incident, Request Meeting SLA as per project requirements. Queue management by dispatching, converting, and maintaining breach time. Application support for internal users.

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  Information Technology Support Team Lead

  Natsoft

  Jan 2017 - Present - New Jersey, United States

  • To provide 1st line technical support, answering support queries via phone, email, Chat, and Websites • To maintain a high degree of customer service for all support queries and adhere to all service management principles. • To take ownership of user problems and be proactive when dealing with user issues. • Logging / verifying customer details • Identifying the trend of calls / tickets and highlighting it to L1.5 / Team Lead as applicable for outage confirmation • Creating tickets and tagging them with problem ticket • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Provide accurate information on IT products or services. • Record events and problems and their resolution inside Web Help Desk application software. • Follow-up and update customer status and information. • Pass on any feedback or suggestions by customers to the appropriate internal team. • Identify and suggest possible improvements on the procedure. • Respond to queries/issues either in person, over the phone, via email or through Web Help Desk. • Ask questions and utilize all available resources to determine nature of problem and to find resolution. • Assist Systems Administrator • Computer room maintenance. • IT Committee Reports and other information technology reports. • Vendor outages. • Software maintenance and updates. • Document IT procedures. • Support for special IT projects.

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  Fairleigh Dickinson University

  Electrical Engineering Technologies/Technicians