L3 Desktop Support Engineero With 95.6% SLA achievement I have successfully resolved 1500+ Incident and 600+ Service requests. o Facilitate end-user with laptop setup, Software and hardware issue and laptop performance related issue, Printer configuration. o Configure Microsoft Outlook and enable Proof point encryption, troubleshoot on general functional issues on outlook desktop application. o Configure and troubleshoot on Microsoft Office suite, Teams, OneDrive and SharePoint. o Manage user accounts and assigning users appropriate group as of department o Troubleshooting experience on Genesys Cloud applications o Configure, Manual update and Rebuild windows autopilot machines by using remote support tool and Microsoft Intune.o Daily monitoring 20000+ endpoint, route check by using Nexthingo Automated ticket monitoring based on ticket aging status and SLA information by using ServiceNow live dashboard. o Integrated IT Asset management Intune portal in ServiceNow and maintain reports and dashboards on assigned hardware component to employees; also perform hardware retrieval on weekly basis from separated employee and from current employee unused devices.

L2 Desktop Support Engineer

o Maintain 50+ endpoints and ensure smooth daily operation.o Reduce downtime from 2 hours to 30 minutes. o Maintain Printer, LAN, Router and laptop.