Edwin Menezes Email & Phone Number

Mphasis is an IT services company majority owned by Hewlett-Packard. The company provides infrastructure technology and applications outsourcing services, as well as architecture, application development and integration, and application management services.; Provides initial assessment of categorization and prioritization for reported Incidents and Service requests, provides initial support targeting a higher level of resolution. Maintains ownership of Incidents ensuring status update and resolution according to SLAs.Providing Help Desk assistance, ticket creation, follow-up of issues.Troubleshooting on user’s personal computer’s software, hardware.Resolving problems immediately, typically using the Knowledge Base and other Helpdesk toolsProviding chat support to balance the call and chat volumeWorked effectively with SAP, VPN, Blackberry, Remedy (Ver. 7.5), MS Office, Other web tools, etc.Handling Microsoft Outlook related issues (Outlook configuration and support, Remote excess tools, Active Directory, Various clients’ application support).Worked on Active Directory (AD) and handling password related issuesWorking with Blackberry servers (Adding user on BES Server, Assign Software, Lost or Stolen device, Moving user to other BES server, etc.)Providing remote support via WebEx or other remote tools for remote users.Install Approved and Pre-approved software’s on client’s desktops, laptops through Altiris Notification Server.Supervisor Responsibility: - Providing floor support on all product related queries and taking care of escalation calls..

Pune – IndiavCustomer provides call center, sales and marketing outreach, customer support, and technical helpdesk solutions and services to consumer focused companies worldwide. It offers contact center technologies, such as multi-channel support services, including voice, interactive voice response, email, SMS, chat, and Web self-service.