• Acting as a HUB/SPoC between ICON user and client and provide support for client application • Handling incident/request as per SLA (service level agreement) in ServiceNow. • Active Directory User definition & Maintenance for dedicated DLs. • Remote support via WebEx, team viewer tool for User issues related to login/application issues. • Onboarding/Offboarding Users • User Training Management• User access/entitlement Management

• Troubleshooting the Network issues.• System Troubleshooting using Remote Desktop and Remote Assistance. • Perform routine network maintenance and speaking with customers via email and phone for initial requirement capture remote support of on-site engineers and end users/customers during installation. capacity management and audit of IP addressing and hosted devices within data centers; • liaison with project management teams, third-line engineers, and service desk engineers on a regular basis; • Ticket routing and escalation to Level 2 and Level 3 support

Network trainer responsible for Installation, Implementation, Configuration, and Troubleshooting various routers and switches. Configured networks with a variety of Cisco routers and switches as a service provider training for colleges. Predominantly used Cisco 2501, Cisco 2811, Cisco 2900, and Cisco 3800 series routers.