Greeshma P Email & Phone Number

Dublin

Support Desk Lead• Providing technical support, testing, debugging programs, managing workstations, and training end-users.• Project management of new roll outs (new products, site reviews, site audits, etc)• Coordinating and collaborating with other professionals, such as engineers, and internal colleagues, to ensure job success.• Involved in troubleshooting hardware and software issues, ensuring network security, and providing technical support along with Desktop L1, L2 support across a wide range of IT-related areas.• Providing technical solutions, troubleshooting services, and developing and documenting technical processes to ensure the timely resolution of problems.• Experienced in service-now tool for handling the tickets• Providing On call support to team members.• Attending monthly meetings with clients and presenting the overall review.• Providing training to new joiners.

Dublin, County Dublin, Ireland

• Involved in maintaining, upgrading, and managing hardware and software, networks, and servers.• Providing desk support for multiple clients (Lidl, Apple green, MCC, Obrien’s) ensuring to deliver solution for the issues caused within the SLA.• Regularly checking and dealing with queries and call logs to all shared mailboxes and responsible for contacting/emailing appropriate personnel to correct missing and incorrect issues.• Communicating directly with the customer to obtain relevant information relating to service requests.• Monitoring and Ordering parts internally as and when requested/required by the engineer.• Tracking and chasing the progress of part deliveries with the supplier.• Oversee planning and scheduling of Engineering Break/Fix and Project calls.• Monitor all engineering calls to ensure contractual SLA agreements are being achieved• Provide out of hours on call support for IT system.• Ensure all communication on calls are in line with customer expectations and escalate into customer escalation points when required.• Involved in configuration and setup of Sophos Firewall and Cisco switches and routers.• Generate daily & weekly reports on helpdesk and engineering activity.• Assist Account Managers on Project Planning and Resourcing.• Documented network troubleshooting procedures, facilitating efficient issue resolution for future incidents• Liaise with Logistics and Warehouse to ensure product has shipped for all engineers’ shipments daily.• Liaise with Warehouse on stock usage / dispositions to ensure accurate stock level.

Dublin, County Dublin, Ireland

• Provided technical support for first call resolution of 75+ reported issues weekly via telephone, email, and remote desktop control.• Created 100+ knowledge base solutions for client specific troubleshooting i.e. operating procedures, policies, etc.• Achieved 85% high first call resolution on a monthly basis and 90% customer satisfaction rate.• Trained 35 new employees on responding to calls appropriately and company standards.