In my career, I have mastered incident handling using tools such as ServiceNow, Salesforce, Seibel, and Virent Cloud. This tool proficiency is amplified by my broad experience in multi-channel support, which encompasses voice, chat, email, and self-service platforms.During my time at Firstsource, I addressed diverse software error codes, assuring smooth operations for crucial applications like Outlook, LotusNotes, Microsoft Teams, Driver Update, Network Access, and Windows Defender. I have also demonstrated capability in deploying software with PowerShell and efficiently managing access across various cloud platforms, with notable expertise in Virent Cloud.Leveraging my proficiency in Active Directory, I've adeptly managed user accounts and permissions. This is complemented by my experience in addressing intricate VPN issues, grounded by a deep understanding of VPN protocols and network security principles