Manoj Kumar Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru Area, India

 Mainly into incident management for internal employees of Eurofins based globally where we had to support application such as Microsoft exchange mail box, Microsoft office services, domain services and help fix there issues with a wide array of Microsoft produces. Installation and configuration of Symantec products such as SEP, VIP access. Managing DMS and SharePoint access related issues. Analyze the criticality of application related issues and raise a priority ticket to follow up with concern team to resolve issues with in SLA. Documentation of procedures and processes on Excel and managing Incidents, service requests and problem tickets in timely manner. Managing and troubleshooting issues related to VPN, intranet, Clinaxis, Office 365, outlook2010, Cisco VPN, Websence Force point, Exchange Active Sync, Outlook anywhere, CRM. Managing active directory User accounts, Service accounts, Distribution list, Security groups, and Computer accounts. Working on the issues and make sure that all issues are being resolved under SLA and closing the case with client confirmation Handled over 60 service requests/ incidents per day, resolving at least 75% of calls handled Achieve 95% Ticket SLA at all time. Giving floor support for new recruits with their technical and non-technical quires. Handling live escalation calls with high precision  Establishing bridge calls between different relevant departments in case of an outage to get the situation investigated and follow up till this outage is resolved. Coordinating with different sections of the organization like HR, onsite IT team for hardware related issues

Bangalore Urban, Karnataka, India