 Creating & terminating NT accounts, resetting passwords & unlocking NT accounts and add/remove users from NT domain groups in AD Creating & terminating users and user role addition & removal in SAP. Creating Ad-Hoc teleconference meetings & reservationless accounts in AT&T. Creating & terminating Cisco VPN accounts. User account administration & license administration in Office 365. Creating & managing user accounts in various Scientific applications widely used in the pharmaceutical industry. Troubleshooting issues related to Windows OS, desktops, laptops, printers, MS Office applications, Cisco VPN, Networking, Internet, Lync & Skype for Business. Raising/resolving/routing Incidents out of phone calls, emails & web service(Self-serve) portals coming into global service desk in BMC Remedy. Raising & approving Change requests, completing and/or routing them to the respective business groups. Creating & updating SOP/Process documents & KB articles. Delivering process related trainings(Tech/Non-Tech), feedback & updates to the SD team. Taking first-level/technical interviews for SD engineers. Training/Mentoring/Coaching the SD team new hires. Handling email & telephonic escalations from VIP users. Listening to agent call recordings, providing feedback & coaching regularly as part of continuos improvement on process & quality parameters. Raising Critical & High priority Incidents, providing hourly updates to the business & driving towards closure. Broadcasting production down, service interruption & major/preventive maintenance notifications. Preparing the monthly SD team shift roster & updating the planned/un-planned leaves in the attendance calendar. Monitoring the Incident, Self-serve request, Email & Change request queues everyday to ensure that the SLA of tasks/incidents are not breached. Preparing & rolling out the Shift Hand Off report everyday. Participating in workshops related to process/service improvement projects.

 Providing MATLAB/Simulink Installation & Licensing support to customers in India, Australia & New Zealand over the phone, email & WebEx remote sessions. Installation/Activation/Licensing of MATLAB/Simulink products on Individual/Standalone computers with Microsoft Windows, Apple Macintosh OS X & Linux operating systems. Installation/Activation/Licensing of MATLAB/Simulink products over the network, including Server & client machines. Installation/configuration of FlexNet License Manager software on the server machine for network based licenses. Troubleshooting client software communication failure with the License Manager installed in the server, over the network. Delivered training sessions on MATLAB/Simulink Installation & Licensing to external & internal customers. Creating reports on the inbound support requests(SalesForce tickets) filed by customers for number of cases closed, resolved, case age/duration to be presented to the management. Analysing the case audit reports along with the management to improve on process & quality parameters. Collaborate/work with the Sales team closely, to deliver MATLAB/Simulink Installation & Licensing presentations to end users/customers. Handling customer escalations on Installation & Licensing issues to provide quick/concrete resolution.

• Initially I was in the Licensing Support Team of VMware - Global Support Services.• Working on VMware software licenses – Desktop & Infrastructure/Datacenter products.• Troubleshooting various licensing issues raised by the customers via the VI-Hotline.• Generating & registering missing product licenses, providing product contract support & assigning different license administrator roles on the products support contracts.• Licensing the VMware products based on the customer’s virtualization environment.• Currently I am in the Technical Support Team, troubleshooting technical issues with VMware Workstation for Windows & Linux and VMware Fusion for Apple Macintosh OS X.• I have also filed bugs with VMware Workstation and VMware Fusion reported by customers, to the engineering/development team and driven them to fixes with patches in the maintenance releases of the same.• Filing software bugs included identifying the specific software component causing the issue, collecting the necessary support log data, setting up the repro environment, documenting the errors and finally presenting all the data to the engineering team.• I have also identified the need, authored and successfully published troubleshooting/informative Knowledge Base(KB) articles on the softwares for both internal & external customers.• Provided relevant feedback on the existing KB articles after reviewing them at regular intervals, in line with new product upgrade/update release cycles.

• I was a part of the Global IT Helpdesk team.• Raised trouble tickets for various technical issues reported by the employees.• Performed troubleshooting over the phone on software issues related to LAN, OS, Active Directory, VPN, MS Office, SAP/ORACLE password resets.• Performed troubleshooting all kinds of hardware issues on laptops/desktops including wireless networking, file & printer sharing on both wired/wireless networks.

While serving Dell International Services I have provided technical support for American home & small business customers on desktops, laptops & wireless networks for Windows XP and Vista operating systems.• Mentored my team in the absence of L2/TL on the floor.• Providing weekly data on job tools utility motivating the hygiene metrics of the team.• Prepared presentations for technical training modules as and when desired by the entity.• Troubleshooting all kinds of hardware issues on laptops/desktops including wireless networking, file & printer sharing on both wired/wireless networks.• Troubleshooting problems within Windows XP/Media Center and Windows Vista on bluescreen and installation errors.• Setting up of wireless routers for internet/intranet connectivity, configuring them with other computers and printers with WEP/WPA security.• Providing extended support on 3rd party hardware/software as per customer requirements for installation and configuration of the same.• Troubleshooting extensively on wireless networking issues including resetting of wireless routers, changing security keys, modifying router settings for advanced connectivity with multiple devices.