•Provide leadership for the daily operations of the service desk and assigned teams performance including schedule adherence, operation metrics, and individual performance metrics.•Point of contact for escalations as needed for unresolved incidents or irate callers.•Have handled technical issues over calls and SDO’s.•Have accessed remoting tools like Bomgar and RDP to remote into user’s computer to troubleshoot.•Active directory and group policy management•SharePoint and OneDrive administration•Technical support for Microsoft products (office 365 and Azure portal)•Worked on Azure portal for configuration in MFA and MFA reset.

Serving as the first point of contact for customers seeking technical assistance over the phone or email.Managing service requests, problems and incidents.Performing remote troubleshooting through diagnostic techniques and pertinent questions.Determining the best solution based on the issue and details provided by customers.Walking the customer through the problem-solving process.Addressing IT concerns of all departments in the organization.Tracking customer issues.Enabling employee onboarding.

• Join as L2 agent and working on critical issue. Take escalated call, chat and email which are transfer from l1 agent .• Users access management, New User Creation.• Creates, changes, and deletes user accounts as per request.• Monitor ticketing system to receive work assignments.• Perform user account and mailbox moves on Office 365.• Distribution list add/delete/modify.• Troubleshoot and diagnose email messaging related issues.• Creating, Configuring, and Managing Public Folders.• Correct user Outlook 2010 issues, setup, junk mail• Outlook 2010 Shared calendar add/modify.• Document issues and escalate to next tier support as necessary.• Resolve escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues.• Setup computers and install software for various applications and programs..•Account lock related trouble shooting, via AD tool .• Shared drive creation, access management, trouble shooting. • All Type of Skype Related trouble shooting.•Service now tool access related issue or access.

Senior Associate