• Quality Assessment for L2 Analysts (Workstation, Application, Network, Telecom, Citrix)• Quality Assessment for L2 Technical Coaches• Quality Assessment for Escalation Team• Root Cause Analysis for incident tickets• Technical consultation for L1 and L2 QAs• Calibration of audit with the QAs and internal stakeholders• Updates and improvement of QA parameters and guidelines• Monthly distribution of audit, creation of tracker and weekly extraction of… Show more • Quality Assessment for L2 Analysts (Workstation, Application, Network, Telecom, Citrix)• Quality Assessment for L2 Technical Coaches• Quality Assessment for Escalation Team• Root Cause Analysis for incident tickets• Technical consultation for L1 and L2 QAs• Calibration of audit with the QAs and internal stakeholders• Updates and improvement of QA parameters and guidelines• Monthly distribution of audit, creation of tracker and weekly extraction of tickets• Operation managers coordination and assistance for quality assessment and IT roster tracking• Review policies and procedures• Secondary Tasks - Generation of QA Report and QA Excel Form updateTicketing tool: ServiceNOW Show less

IWGPLC IT was offshored to Cognizant where all members have been moved, retained duties and responsibilities then patterned our role to industry standard. +IT System Administrator tasks• Troubleshoot Intune conditional access (Windows updates, User security groups, Windows defender AV definition update)• Windows Hello Concerns (Setup, MFA and PIN issues)• MFA reset using Microsoft Azure admin portal• Office 365 email tracing • Task creation and deployments using… Show more IWGPLC IT was offshored to Cognizant where all members have been moved, retained duties and responsibilities then patterned our role to industry standard. +IT System Administrator tasks• Troubleshoot Intune conditional access (Windows updates, User security groups, Windows defender AV definition update)• Windows Hello Concerns (Setup, MFA and PIN issues)• MFA reset using Microsoft Azure admin portal• Office 365 email tracing • Task creation and deployments using SCCM• Maintenance of domain controller servers (Replication, storage cleanup, DHCP troubleshooting, backup and restoration of shared drives)• Maintenance of File and Print servers• Support mobile phone users using Intune company portal• Knowledge article creation, update and decommission.• Ticket distribution for L2/L3 windows tower• Weekend On-Call supportTicketing Tool: SAMANAGERemote tool: SCCM, TeamViewer, RDPDeployment tool: SCCM Show less

+IT Helpdesk – S1 Windows tasks• Active Directory Management (User account modification and synchronization to cloud, creation of service accounts, security group, distribution list and shared mailbox)• Daily Escalation POC (Priority tickets for VIPs and Executives, complex issues, aging tickets, ticket scrubbing in L1 queue)• Proactive monitoring of domain controller and file & print servers• Generation of daily server down report and distribute tasks to our teams per… Show more +IT Helpdesk – S1 Windows tasks• Active Directory Management (User account modification and synchronization to cloud, creation of service accounts, security group, distribution list and shared mailbox)• Daily Escalation POC (Priority tickets for VIPs and Executives, complex issues, aging tickets, ticket scrubbing in L1 queue)• Proactive monitoring of domain controller and file & print servers• Generation of daily server down report and distribute tasks to our teams per shift• Troubleshoot Microsoft office 2016 applications mainly Outlook mailbox issues and excel plugins• Network configuration using putty (Port Bouncing, VLAN Configuration, checking of SMTP port, troubleshooting of device connections)• Usage of Cisco IronPort for Scan to email issues• Handled security breached accounts regarding phishing and spam emails• Remediate virus infected computers using antivirus software (McAffee, ESET and windows defender)• Reimage computers using LANDESK PXE network, Windows 10 Reset and Via USB drive.• Troubleshoot VPN issues• Troubleshoot Audio issues for Microsoft Teams and 8x8 cloud-based VOIP.• Onsite tech assistance across all regions• Site decommissioning (Shared mailbox, Shared Drives, OneDrive, Servers)Ticketing Tool: SAMANAGERemote tool: SCCM, TeamViewer, RDPDeployment tool: SCCM Show less

• Inbound and outbound calls for windows• Active Directory Management (User account creation and deletion, granting of membership access)• Office 365 mailbox and audio-conferencing licenses• Troubleshoot Windows XP, 7 and 10 Operating systems• Troubleshoot Microsoft office 2007 and 2010 applications• User and computer group policy update• Troubleshoot Citrix issues• Troubleshoot printers, scanner, computer hardware and peripheral equipment• Troubleshoot audio… Show more • Inbound and outbound calls for windows• Active Directory Management (User account creation and deletion, granting of membership access)• Office 365 mailbox and audio-conferencing licenses• Troubleshoot Windows XP, 7 and 10 Operating systems• Troubleshoot Microsoft office 2007 and 2010 applications• User and computer group policy update• Troubleshoot Citrix issues• Troubleshoot printers, scanner, computer hardware and peripheral equipment• Troubleshoot audio issues for Skype for business• Installation of computer hardware and software• Local support for IT and Finance site• Secondary Task – Ticket triage (Ticket assignment for L1 and transferring of misrouted tickets)Ticketing tool: Lombardi and SAMANAGERemote tool: LANDESK, TeamViewer, RDPDeployment tool: LANDESK Show less

• Active Directory management (Granting of membership and password reset)• Troubleshoot Microsoft office 2003, 2007 and 2010 applications (Outlook, Excel plugins, Installation, Licensing)• Troubleshoot printers, computer hardware and peripheral equipment• Configure Avaya IP Phones• Movements and setup of desktops• Reimage desktops via network using windows server• VMWare support (Disconnect, logoff users and restart Virtual Machine)• Patch and trace network in… Show more • Active Directory management (Granting of membership and password reset)• Troubleshoot Microsoft office 2003, 2007 and 2010 applications (Outlook, Excel plugins, Installation, Licensing)• Troubleshoot printers, computer hardware and peripheral equipment• Configure Avaya IP Phones• Movements and setup of desktops• Reimage desktops via network using windows server• VMWare support (Disconnect, logoff users and restart Virtual Machine)• Patch and trace network in datacenterTicketing tool: RemedyRemote tool: RealVNC, RDP Show less