Key Roles and Activities:• Work closely with Service Delivery Lead/Manager, Operations Manager and other engineers to provide technical support to end users.• Work closely with the Commercial team to develop, design, and recommend technical solutions for clients.• Recommend and present processes and technical improvements and automations to the business.• To prioritise and manage many open cases at one time – Multitasking.• Identify the root cause of the major incident and recommend the option to make sure it does not occur again.• Responsible for creating an Incident Report/RCA report for Service Delivery Lead/Manager and Operations Manager for review by clients.

Key Roles and Activities:• System builds and deployments for 800+ employees to facilitate the return to the office.• Windows 10 and macOS were imaged and profiled on 600+ Laptops & Desktops using Microsoft LCCM, and JAMF Pro (for Apple) over the corporate network.• Remote Access VPN and Drive Encryption setup (enabling secure WFH)- Pulse Secure VPN and McAfee Drive Encryption were set up on all Laptops and MAC Books to enable secure remote connection to the internal systems/services and data-at-rest.• AmazonConnect (Cloud-based Support) - Deployment and provisioning to onboard 400+ users.• ITSM (Incident Management) - Use of ServiceNow as ITIL to Record, Prioritize, Investigate/Diagnose, Resolve and restore employees' incidents.• Remote User Support - With the Dameware Mini Remote-Control solution, affected users are regularly given remote support to resolve their Systems connectivity, security, access, and desktop issues.• Regular Meeting Scheduling - Daily support and project update meeting scheduling on Cisco WebEx or MS Teams. These meetings also enable a real-time technical support bridge to users and provide a channel for regular communication of project updates to higher management.

• Quickly gained proficiency in CRM/ERP software applications and was promoted within a month from Customer Service Advisor to Collection Specialist.• Resolve any challenges on the call, make every effort to resolve queries on first touch, document, and update systems appropriately.• Monitored and maintained assigned accounts, customer calls, account adjustments, small balance write-offs, customer reconciliations, and processing credit memos• Triage problems related to high bills using different tools including hardware and software issues.• Logging problems and queries on the helpdesk system, troubleshooting, resolving, and escalating issues on a day-to-day basis.

• Assisting customers in placing their orders and managing the till.• Analysing inventory and assisting the store manager in placing orders for products.• Ensured client areas were clean and set up before the start of the working day.

• Resolve BAU Incidents, Requests, Problems within SLA using ServiceNow and provide 24*7 support.• Automate repeated tasks through Unix / Bash scripting and schedule them as Cron jobs.• Performing QA TEST Report for new releases of the applications and deploying code fixes to enhance existing application as part of the new Business requirement.• Supported Manual and Automation deployment for all the components in Wintel and Unix Servers.• Good experience in resolving tickets and system monitoring within SLA.• Responsible for monitoring the active Jira help desk ticketing system and timely resolution of end-user issues hardware and software requests.• Acted as point of contact to Infra teams like OS, Network, Onsite/Offshore support teams etc. for incident resolution• Provided root cause analysis for all P1 issues and worked with the development team to fix issues.• Installation & maintenance of OS, Application Software, Virus Protection, etc.