Administrator-Field Services
CurrentVIP Support Engineer,Team Lead, IT access Management,Onsite support at Kotak Life Insurance all Ahmedabad & remote branches.Team LeaderSafe boot (MacAfee), AirWatch (Boxer) & Carbon Black Admin.Building, configuration and troubleshooting of laptop, desktop hardware & mobility device.Application support (Outlook, MKL, Genie, Life Asia, Content Manager)Diagnose and resolve hardware, software, network, and configuration problems, routing calls to other support areas as necessary.Troubleshoot, isolate, and research problems, recommending solutions and escalating to the senior technical team or support teams when necessary.Ensure adequate antivirus protection & solutions are maintained and updated.Responsible for disaster recovery, closing security loopholes and access levels.Escalation handlingCommunicated, tracked, and resolved trouble tickets for users via telephone and email and publish MIS reporting by using MS Excel at Operational and Client level.Tracked and logged all requests for each shift.Ensuring that support calls are logged and handled effectively and efficiently.Reported progress goals suggestions and all issues to management.Ensured team-members stayed up to date by providing frequent training.Asset Management.Providing advice on selection and purchase of IT equipmentObtaining quotes for IT supply of goods and services from suppliers.
