Himanshu Joshi Email & Phone Number

Vadodara, Gj, In

India

Vadodara, Gujarat, India

Gurugram, Haryana, India

Gurugram, Haryana, India

• Provided maintenance, end user support for the desktop, laptop and VDI computing environment through remote.• Executed bulk software deployment, inventory tracking, software installs via PDQ deploy and PDQ inventory.• Performed troubleshooting/installation/setup of softwares: Avaya One-X Agent, Avaya One-X Communicator, Citrix workspace, Citrix Receiver, LiveVox, RSA SecurID, DUO Mobile, Microsoft teams, AD Self-service, VMware Horizon Client and Cisco AnyConnect VPN.• Provided… Show more • Provided maintenance, end user support for the desktop, laptop and VDI computing environment through remote.• Executed bulk software deployment, inventory tracking, software installs via PDQ deploy and PDQ inventory.• Performed troubleshooting/installation/setup of softwares: Avaya One-X Agent, Avaya One-X Communicator, Citrix workspace, Citrix Receiver, LiveVox, RSA SecurID, DUO Mobile, Microsoft teams, AD Self-service, VMware Horizon Client and Cisco AnyConnect VPN.• Provided first level support to telephony system on Avaya softphones and hardphones.• Worked on bulk creation, termination and modification of users, distribution lists, access groups through AD Manager Plus and Active Directory.• Provided complete training and documentation to the batch of Junior NOC IT Engineers on workflow, processes, tools and inbound call handling of customers.• Explained technical information in clear terms to non-technical individuals to promote better understanding.• Processed over 200+ support requests monthly for technical assistance on wide range of issues related to Cisco AnyConnect VPN and desktop login issues.• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.• Maintained and record incidents and service requests report to minimize reoccurring, frequent and common issues. Show less

Noida, Uttar Pradesh, India

• Solved technical issues of Microsoft Office 365, Skype for business, Global protect VPN, Direct access, Citrix Securehub (BYOD devices), McAfee endpoint security user and machine recovery, Avamar data backup and restoration of US and UK customers via emails, chats, inbound/outbound calls and tickets.• Follow up with other teams to solve the issues till closure and provide prompt resolution with excellent customer experience.• Quickly learned new skills and applied them to daily tasks,… Show more • Solved technical issues of Microsoft Office 365, Skype for business, Global protect VPN, Direct access, Citrix Securehub (BYOD devices), McAfee endpoint security user and machine recovery, Avamar data backup and restoration of US and UK customers via emails, chats, inbound/outbound calls and tickets.• Follow up with other teams to solve the issues till closure and provide prompt resolution with excellent customer experience.• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.• Actively listened to customers’ requests, confirming full understanding before addressing concerns.• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork, working closely via phone, email, live chat and web teleconference.• Managed customers’ expectations of support and technology functionality in order to provide positive user experience.• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Show less

Noida, Uttar Pradesh, India

• Validated compliance standards and ensure endpoint security of Laptops and Desktops.• Worked with compliance parameters like NAC (Network Access Control), WSUS, Windows patching, Triton Forcepoint DLP, OS activation, local share, local user, Local admin, ClearPass onguard and SCCM.• Performed installation, repair and uninstallation of SCCM and Windows management instrumentation repair on endpoint devices.

Gurgaon, Haryana, India

• Handled inbound customer chat conversations for technical and software-based issues.• Provided support to Desktops, Laptops, Printers and Mobile devices (BYOD Blackberry Work, Blackberry Access app and COD iOS devices) over chat, remote and call support.• Installation, repair and troubleshooting of softwares: Microsoft Office 2013, Microsoft Office 365, Slack, Avaya One-X Agent, Avaya One-X Communicator, Okta, Cisco AnyConnect VPN and more than 50 softwares on user’s desktops and… Show more • Handled inbound customer chat conversations for technical and software-based issues.• Provided support to Desktops, Laptops, Printers and Mobile devices (BYOD Blackberry Work, Blackberry Access app and COD iOS devices) over chat, remote and call support.• Installation, repair and troubleshooting of softwares: Microsoft Office 2013, Microsoft Office 365, Slack, Avaya One-X Agent, Avaya One-X Communicator, Okta, Cisco AnyConnect VPN and more than 50 softwares on user’s desktops and laptops.• Managed user rights, accesses, permissions through IdentityIQ.• Documented all customers’ information accurately in ServiceNow providing dated notes for reported issues with detailed troubleshooting steps and resolutions.• Investigated and resolved customer inquiries and complaints quickly.• Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive knowledge of softwares and tools.• Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.• Delivered excellent customer service, resulting in consistent 92% CSAT rating.• Trained new personnel regarding company operations, policies and services. Show less

New Delhi Area, India

• Configured hardware, devices and software to set up work stations for employees.• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.• Patched software and installed new versions to eliminate security problems and protect data.• Removed malware, ransomware and other threats from laptops and desktop systems.• Backed up company data on regular basis, successfully recovering critical information after malware… Show more • Configured hardware, devices and software to set up work stations for employees.• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.• Patched software and installed new versions to eliminate security problems and protect data.• Removed malware, ransomware and other threats from laptops and desktop systems.• Backed up company data on regular basis, successfully recovering critical information after malware attacks.• Documented all transactions and support interactions in system for future reference and addition to knowledge base.• Collaborated with vendors to locate replacement components and resolve advanced problems.• Linked computers to network and peripheral equipment, including printers and scanners.• Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation. Show less

Noida, India

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.• Worked with F.A.C.E.T.S. (Fiserv Advanced Customer Experience Tracking System) to manage and resolve incidents and service requests on SLA basis criteria.• Installation of windows softwares and resolved technical issues of Microsoft Outlook 2013, Office communicator 2007, Lync 2013 and Skype for business 2016 via configuration remote control manager/MSTSC (Remote desktop… Show more • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.• Worked with F.A.C.E.T.S. (Fiserv Advanced Customer Experience Tracking System) to manage and resolve incidents and service requests on SLA basis criteria.• Installation of windows softwares and resolved technical issues of Microsoft Outlook 2013, Office communicator 2007, Lync 2013 and Skype for business 2016 via configuration remote control manager/MSTSC (Remote desktop connection)/MSRA (Windows remote assistance) and WebEx meetings.• Performed root cause analysis and general troubleshooting.• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.• Handled escalations and inbound mails of Central IT Helpdesk.• Explained technical information in clear terms to non-technical individuals to promote better understanding. Show less

B.Tech, Computer Science, Ist

Bachelor of Technology in Computer Science and Engineering

Diploma In Computer Science And Engineering, Computer Science And Engineering, Ist

Diploma in Computer Science and Engineering

High School, Secondary Education, Ist

Completed Secondary Education