Troubleshoot issues related to Office application installation, activation, authentication, and device registration. · Resolve device management issues for Intune-managed devices. · Address Key Management Service (KMS) and Multiple Activation Key (MAK) issues. · Troubleshoot issues related to deploying Office applications using System Center Configuration Manager (SCCM). · Resolve issues related to Office updates. · Handle challenging cases that have been escalated or are technically complex for the team. · Monitor the team's bin size and help reduce the number of cases. · Collaborate with other teams to help customers resolve their issues. · Review logs like verbose, fiddler, procmon, event viewer, icesdp logs, Etl traces, and SCCM logs. · Conduct case reviews to help engineers learn and correct their mistakes. · Manage escalations. · Train new team members. · Conduct triages. · Mentor team members in achieving their goals. · Write articles for docs.microsoft.com to help people learn. · Interact with product groups to help customers resolve their issues

Build and manage virtual machines and handle Incident Management tickets for issues like connectivity, memory, re-imaging, and adding/removing machines from Xen Desktop. · Provide Microsoft Exchange support for laptops/desktops, virtual machines, iPads, and Blackberries. · Train service desk technicians on Virtual Machines, Microsoft Exchange, and Mobile Devices.· Handle network issues like configuring VLANs, and solve hardware and software issues for desktops and laptops based on tickets. · Administer Active Directory access for all mailboxes and coordinate with the engineering team for Problem and Change Management. · Have knowledge of multimedia applications such as Skype for Business, Edifire, and Cisco Jabber. · Familiar with Avaya configuration and applications like Avaya Site Administrator, 2nd Nature, and AT&T. · Proficient in all Microsoft Office applications, and procure licenses for licensed applications as per end-user requirements. · Provide end-to-end support for all licensed applications, including license procurement, installation, management, and issue resolution. · Manage a team of 5-7 Level 1 Service Desk associates, providing training, managing metrics, and providing feedback for improvement. · Audit calls, ensure compliance, analyze DSAT and RCA, and handle escalation calls. · Implement network security equipment such as firewalls, two-factor authentication, and antivirus software for networks supporting multiple users.

Maintain and troubleshoot computer peripherals such as printers. · Install and configure software for different applications and programs on computers. · Offer comprehensive technical support for computer systems, both hardware and software. · Install, configure, and troubleshoot various operating systems. · Address issues related to Windows updates and provide resolutions. · Prepare daily reports of ticket activity, including opened, closed, and escalated tickets. · Configure all machines as per project specifications and prepare them for audits. · Troubleshoot hardware issues for laptops and desktops. · Configure network printers for proper functioning. · Coordinate with hardware vendors to ensure the timely delivery of parts.

 Responsible for sending an incident notification as per the agreed process and following up withsupport teams for relevant updates and drive to resolution. Assist in Priority incident management process to ensure expedited resolution, root cause analysis,and transparent communication to team and stakeholders. Assist in Problem Management by identifying recurring issues and recommending permanentsolutions. Be the owner of registered Incidents and Service Requests. Ensured correct closure and evaluation of Incidents. Handling AS400 password reset (AFFPRD, KKINS & TRUSTPRD) Handling Level 1 Citrix application requests and issues (Installation of Citrix receiver/Citrixworkspace) Hands-on experience in dispatching the self-service and emails and monitoring the calls, chats, andemails queue for almost one year.

 Handling more than 1000 users and IT-related issues within SLA. User management in Active Directory. Basic Active Directory administration activities like creating and Managing users, Groups, andgiving access to shared resources. Using the Helpline Ticketing system and updating the tickets as per the SLA. Providing Permission for the Shared Folders. Managing and Maintain File server and Printer Server. Coordinate with vendors in case of problems arising due to hardware failures. Installation and Configuration, troubleshooting Lotus notes 8.5.3 and Microsoft Outlook. Configuration of Software Applications as per Company Standard. Installing and Configuring Network Printers. Troubleshooting of Network related issues. Rectifying hardware-related problems, troubleshooting, and installing software in the network. Trouble Shooting Problems of the Internet.