Diagnosing and resolving technical issues through phone, email, and ticketing systems and proceeding as per service level agreement- SLA (currently using ServiceNow Ticketing System) Installing and maintaining computer hardware, software, and other equipment for deployment purpose to customer as per the requirements. Onboarding and offboarding users creating their network login, email and permissions and guiding users through step-by-step solutions during the process, ensuring customer satisfaction . Using remote support tools such as Quick Assist, Anydesk, Remote Desktop Connection for troubleshooting issues on remote devices and supporting users working from home. Escalate complex technical issues to higher-level support engineers or appropriate departments as required. Strong understanding of network connectivity, TCP/IP protocols, and LAN/WAN configurations and Vlans. Assisting users with Microsoft 365 account management and setup, password management, and account synchronization across devices and all the office related issues. Experience with Cloud platform such as AWS, Azure platform and its core services, such as virtual machines, storage accounts, and networking. Managing and monitoring of dedicated file servers, allocating and delegating file system and shared folder access, mapping shared drives and printer management. Assisting on cloud-based file sharing platforms, such as Microsoft SharePoint, Google Drive, OneDrive, or Dropbox, including user account management and access control

Answering customer calls to offer initial technical support and diagnosis and escalating the tickets to senior level if required. Managing all the Assets and Loan devices in the company and ensuring every devices are upto date and ready for replacement/Deployment. Working on server virtualization technologies, such as VMware or Hyper-V, and administration tasks such as creating virtual machines and managing virtual networks. Managing user accounts on platforms such as Active Directory, Azure AD, and Office365 daily resolving different issues related to them. Addressing and resolving customer queries and technical issues in a timely manner. Executing updates, upgrades, and deployments for Windows, MAC OS, Linux and Phone Systems. Coordinating with third-party vendors and suppliers like Dell, Microsoft etc to resolve customer issues and concerns. Drafting and maintaining detailed network documentation, preparing Knowledge Based and focused on documentations. Outstanding customer service, effective teamwork, and quick learner with new technology

Customer-Centric: Delivered outstanding customer support by addressing needs and resolving issues promptly.Effective Communication: Articulated complex technical solutions in an easily understandable way.Problem Solving: Identified and resolved customer issues using critical thinking and troubleshooting skills.Attention to Detail: Maintained accurate records and ensured proper documentation of customer interactions.Time Management: Prioritized and managed multiple support tickets to meet service level agreements (SLAs).IT Troubleshooting: Provided basic IT support for software, hardware, and network issues via ticketing system.Team Collaboration: Worked closely with team members to share knowledge and improve service efficiency.Conflict Resolution: De-escalated customer concerns by providing empathetic and timely solutions.Adaptability: Quickly learned new technologies and adapted to evolving customer support processes.Follow-Up: Proactively followed up with customers to ensure issue resolution and satisfaction.