• Delivers First Call Resolution by handling customer requests and resolvingcustomer’s technical and non technical issues as often as possible during thefirst contact for assigned products.• Provides a professional & competent standard of phone and online support(Chat) for Global customers.• Accurately documented all customer interactions in a case tracking database.Content was fully written in English.• Communicates and articulates clearly with the customer (in both verbal andwritten communication ).• Provides status updates and relevant information to support teams andcustomers within the specified SLAs, also adhered to the time in tier matrix.

• Analysed the problem of the customer and gave them the solution on.• Usually the problems were related to software.• I worked for Hilton (Hotel) and gave the solution to themanagers.• Installed network and USB printers, gave solutions for network issues and also ran SQL scripts from the server.• Made tickets for the users on ServiceNow portal(Ticket making)• Also took remote through SCCMviewer and Remote Desktop Protocol on the workstation and solved the issues remotely.