• Worked on Windows laptop roll-out for the agile working environment• Installed applications on work machines as per the corporate policies through SCCM• Prepared knowledge-based user manuals for basic issues like remote login from home etc.• Involved in upgrading the Video conferencing Polycom system• Testing Windows 10 and Office 365 for the future upgrade in the production environment• Prioritize incidents and requests on Service now and resolve them with SLA• Level 1 & 2 onsite service desk support• Effective on-demand network and desktop troubleshooting for users • Install McAfee endpoint encryption / safe boot in all laptops and troubleshoot the login issues• Successfully set RSA token pin for remote access to the organization’s network on demand• Troubleshoot IOS and Android device issues• Successfully setup Mobile-Iron on employee’s mobile device for email and Wi-Fi access on request on demand• Proficiently manage and prioritize service requests and incident tickets using the service management tool Service Now daily• Proficiently troubleshoot Citrix-related issues• Successfully troubleshoot basic printer issues and make service requests to the vendor for major issues on demand• Help users in installing different software as per the organizational police