Access request creation in AssureNet/Cadency tool. User Creation/Delegation and Leavers Task.Access request status checking.Performing user administration, such as creating, changing, maintaining, and deleting user accounts, and assigning roles in AssureNet/Cadency.Identified and resolved authorization issues through SU53 analysis.Troubleshooting the end user's queries and communicating with them directly for further complications.Provided detailed reports of users, user status, and role details when required.Sharepoint: new article additions, SOPs/reviews every quarter, and maintenance.Remedy Tool: RKM New Article additions, Review, and Clean-Up.Manage and maintain SharePoint related to UAM Access forms and UAM-related information.UAM Ticket Monitoring, Audit, Reporting, and Sharing audit feedback and improvement areas with individuals in the team.Training SME UAM New Joiners, Refresher Training for SME UAM Team.Taking assessments to the team at regular intervals and sharing scores with individuals, along with feedback.Handholding and Buddy Program post-training till OJT completion.Ensure all accesses are provisioned for the team and new joiners to the SME UAM Team.Align with the UAM Team to work on finding new scenarios for FTF and process improvements.Worked on shift left scenarios/cases.Cisco Queue Monitoring.

Provided technical support to customers via phone, email, and online chat.Developed and maintained customer relationships through effective communication and problem-solving skills.Conducted remote sessions using remote access tools to investigate system errors.Created detailed documentation of technical problems encountered by customers and solutions provided.Reported any recurring technical issues to management for further investigation and resolution.Analyze user feedback from surveys to identify areas where improvements can be made in terms of service delivery.Reviewed existing processes for providing technical support to determine areas that need improvement.Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.