• End user support in Windows desktop and Mac OS. (Hardware, Outlook, Printer, VPN configuration, Office and all other end user issues)• Working with Windows servers 2012/2016, Active Directory, DNS, DHCP.• LAN/WAN/WLAN/Firewall and Virtual machine.• User administration using Office 365, Azure, SharePoint, Teams and Exchange.• Experienced in CloudAlly and Datto backups.• Managing Panda and Heimdal security.• Email security using AppRiver (Email Threat Protection, Email Message Privacy, Secure File Share)• Proficient in working on Connect Wise and Autotask ticketing system.• Remote tools used (ConnectWise Automate, N-able, Datto, Ninja, Continuum and Kaseya VSA)• Proactive & reactive monitoring on the alerts generated by client sites according to the given scopes.• Performing scheduled reboots and periodically installing patches to the servers.• Vendor coordination and management.

• Apply diagnostic utilities to aid in troubleshooting, providing support for end users in Windows,Macintosh for USA, UK and Australian Customers.• Applying Windows Updates, Patches and Configuration Changes.• Identifying Systems and Network related issues and take appropriate Action.• Handling incoming incidents via Remote Applications and phone.• Diagnosing and resolving a wide range of technical issues over the Remote Tools.• Providing adequate training for Technical Support Executives and New recruiters.• Managing and directing the daily technical activities of 247 Team.• Carrying out supervision, session monitoring, coaching, training, and reviewing all agents on day-to-day basis to improve the NPS & Reduce the Pending count, Refunds.• Monitoring of service delivery dashboards, ticket queues and incoming email communication to ensure all incoming work is attended.

• Installing and configuring computer hardware and software.• Coordinating with vendor technical support teams to ensure resolution for network issues.• Providing technical support to colleagues.• Handling guest Wi-Fi issues.• Network bandwidth monitoring, Reivernet, Generating reports and auditing MAC addresses.• Troubleshooting Hotel Wi-Fi issues.