IT Support, managing the technical query through calls, chat and email. We use ServiceNow and Fresh Service tool for raising Service request, Incidents and Change requests. Support Team to manage and handle escalations and critical issues. Analyze the ticketing database daily, weekly and monthly to track SLA and analyze performance over metrics set. creating knowledge article, conducting trainings and managing the team. Creating SLA reports for the week and month and finding RCA and sharing relevant feedback to team to maintain SLA and enhance service quality. Create objects for user accounts, service accounts and group accounts In Active Directory and Manage and deactivate the accounts. Managing application via SSO [Single sign on] through AD and Azure AD groups and application portal for account creation, applications handled are Concur, Champagne, o365 etc. Assist with desktop support, remote support and virtual desktop support related to software and performance issues. Application access, licensing and installation, VPN access and o365 access and configuration. Use BOMGAR and TeamViewer and desktop central and Jamf app to assist remotely. We also manage onboarding activity of employee with the system setup and also employee offboarding employee by deactivating the account and creating the delegate access to the mails.

IT Support, managing the technical query through chat and email tickets. Use ServiceNow tool for ticketing and managing the databases, create objects for user accounts, service accounts and group accounts In Active Directory. Managing application via SSO [Single sign on] through AD groups and application portal for account creation.Assist with desktop support, remote support and virtual desktop support related to software and performance issues. Application access, licensing and installation, VPN access and o365 access and configuration. Use BOMGAR and TeamViewer app to remote access and assist remotely. Work with Level2 and Level3 Team to bring possible solutions to resolve the issues and also creating knowledge article, conducting trainings and managing the team

Worked for technical support engineer for network and service related issues