* Manages the operations queue by monitoring the KPI wallboard, ServiceNow tickets, and incoming emails, ensuring that metrics are met if not exceeded.* Acts as an escalation point of VIP users in the firm, ensuring that they receive immediate assistance and follow-up as needed.* Proactively gives feedback and share process improvements that would help the operations such as presentation of KPIs, discussing updates on daily huddles or monthly meetings, and creation or updating of… Show more * Manages the operations queue by monitoring the KPI wallboard, ServiceNow tickets, and incoming emails, ensuring that metrics are met if not exceeded.* Acts as an escalation point of VIP users in the firm, ensuring that they receive immediate assistance and follow-up as needed.* Proactively gives feedback and share process improvements that would help the operations such as presentation of KPIs, discussing updates on daily huddles or monthly meetings, and creation or updating of knowledgebase articles.* Manages knowledgebase articles related to Messaging related access and issues.* Coordinates major or critical incidents to relevant support teams to identify and correct core problem.* Creates and updates ticket productivity via ServiceNow reports.* Performs QA feedback and coaching on analysts to further improve their ticket and call handling.* Conducts training to interns and the team on selected top cases of requests and incidents that we receive daily or refresher training as deemed necessary by the offshore team or an individual in our group. Show less

​​​​​Provided help desk support to both lawyers and non-lawyers in 46 countries via call, email, ServiceNow ticketing system, and remote support using LogMeIn or Goverlan.* Received commendation from Messaging Team for remarkable troubleshooting skills on tasks which involves message tracking via Proofpoint and Exchange Management Console, for providing a thorough analysis of email delays and bounce backs, administering access and resolving of Enterprise Vault access and/or issues.*… Show more ​​​​​Provided help desk support to both lawyers and non-lawyers in 46 countries via call, email, ServiceNow ticketing system, and remote support using LogMeIn or Goverlan.* Received commendation from Messaging Team for remarkable troubleshooting skills on tasks which involves message tracking via Proofpoint and Exchange Management Console, for providing a thorough analysis of email delays and bounce backs, administering access and resolving of Enterprise Vault access and/or issues.* Built the Aging Team to clean up backlogs in our old ticketing tool (BakerAssyst)  for resolution with detailed analysis provided.* Ensured prompt and proper handling of tickets with timely resolution of Incident and Request tickets handled based on Service Level Agreement.* Applied basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.* Escalated common problems to higher level within the firm. Show less

* Reflected ITIL best practices bringing in improvements and efficiencies within the team.* Administered Service Desk review for AFR region and substantially lessened escalations by proactively connecting with the affected users and resolving their tickets.* Acted as escalation point for end-user issues related to Mail and Messaging tickets and significantly reduced escalated tickets by doing RCA and implementing Service Desk technical training.* Created scripts using ServiceNow… Show more * Reflected ITIL best practices bringing in improvements and efficiencies within the team.* Administered Service Desk review for AFR region and substantially lessened escalations by proactively connecting with the affected users and resolving their tickets.* Acted as escalation point for end-user issues related to Mail and Messaging tickets and significantly reduced escalated tickets by doing RCA and implementing Service Desk technical training.* Created scripts using ServiceNow which increased efficiency within the operations in generating ticket reports.* Conducted on-boarding training for new employees who achieved not less than 90% in scorecard on the first month of deployment.* Conducted ServiceNow training for team leaders, QAs, L2s and analysts.* Contributed knowledgebase articles on internal applications. Show less

Supported 30,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications* Troubleshot Exchange 2010/Outlo ok 2010 mailbox and connectivity to solve user and server problems.* Used Active Directory to enable/disable user’s accounts/servers and reset user’s passwords.* Deployed and managed more than 1000 computers.* Zeroed out backlogs on the first month of being established as a… Show more Supported 30,000+ internal/external users requiring assistance with operating systems and software packages, including many internal/proprietary systems and applications* Troubleshot Exchange 2010/Outlo ok 2010 mailbox and connectivity to solve user and server problems.* Used Active Directory to enable/disable user’s accounts/servers and reset user’s passwords.* Deployed and managed more than 1000 computers.* Zeroed out backlogs on the first month of being established as a Service Desk team.* Closed 95% of fresh incident tickets on the first call without escalation.* Commended for quickly resolving complex issues including system crashes and network slowness.* Among the Top 5 analysts with most resolved incidents and exceeded 90% average Quality Audit scores. Show less

Provided support for Microsoft operating systems such as Windows XP/Vista/7/8* Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.* Performed PC Tune-Up's, Antivirus and Hard drive backup package installation.* Handled basic to intermediate third party issues such as printing, networking or ISP issues, and mobile concerns.* Presented first call resolution as… Show more Provided support for Microsoft operating systems such as Windows XP/Vista/7/8* Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.* Performed PC Tune-Up's, Antivirus and Hard drive backup package installation.* Handled basic to intermediate third party issues such as printing, networking or ISP issues, and mobile concerns.* Presented first call resolution as quickly as possible and provides customer education about what is/are causing the issue/s. Show less

Handled team’s Sharepoint site to develop and administerContributions:Developed site from ground up using PHP, CSS, and HTML.Administered and gave permissions to different users to access the site.Presented resolutions for designs and content.