• Monitor all the issues and requests coming to Service Desk and ensure that the tickets are handled within agreed Business SLA’s• Effectively Handle the Service Desk (interface in between Knoah IT and Operations)• Act as an effective escalation point• Coordinate with the Peer team members to ensure that there is consistent information flow and knowledge sharing, and the same is cascaded to the team members• Identify and Groom the team members for better handling of tickets• Identification of required training for up skilling/cross skilling of the team • Discuss the unresolved issues with the respective team and escalate the same well in time• Review the process in place for Service Desk on a periodic basis and make the necessary changes to improvise the service• Conducting Interviews for talent acquisition• Participate in the client calls on need basis• Escalate the non-compliance challenges well in time• Ratifying the records and metrics maintained by the team members on a weekly basis and planning the corrective actions in case of any deviation• Weekly report out to the Management, Stake holders etc.

• Provided customer support and technical advice to a client base of over 3,000 users from US.• Hands on experience with Active Directory, PBX Server, Queue Metrics , email servers like Hmail and IceWrap servers.• Active Directory operations. Creating user accounts, reset passwords, create groups and organizational units.• Maintain inventory of all equipment, software and licenses. Maintaining an Asset Database and track changes.• Prioritized, Triaged, and Escalated Support and Helpdesk Calls/E-mails/Web Form Submissions to Ensure the Fastest Processing and Most Efficient Support Possible.• Utilized Remote Access and Desk Service Tools to provide on-site troubleshooting assistance from distant location.• Configured VOIP and soft phones like EyeBeam. • Perform timely workstation hardware and software upgrades as required. • Trouble shooting VPN connection related problems. • Trouble shooting browser related issues.• Provides technical expertise to team members• Speaking with clients on call in case of emergency situations for facility issues.• Ability to assist and instruct computer users of all levels.

Managed technical support for major US Internet service provider (Time Warner Cable). Served as primary point of contact, managed service level agreements SLAs.• Technical Support Troubleshooting (Connectivity, Basic Home Networking, Surf, Outages, E-mail, Quarantined –Abuse)• Upgrading internet packages of customers and contributing to the sales in process.• Modem provisions through ICOMS and CSG• Login to routers and setting up wireless internet and enhancing settings for optimized performance.• Support for TWC webmail, server information and setting up TWC email address on mail clients like Outlook, Windows Live Mail, Thunderbird, Mac Mail and also smart phones.