- Perform IT troubleshooting via calls & chats from HPE/DXC/MicroFocus employees globally- Handling calls & chats as per below subject- Networking (LAN, Wireless, and Access).- Active Directory (Password, NT Account, Access)- Microsoft Office (Outlook, Excel, PowerPoint).- Software specific access & troubleshooting (SAP, Citrix, Cisco VPN)- Employees HP machine (laptop/desktop)- Hardware troubleshooting.- Windows troubleshooting (Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1 & Windows 10). - Joined ITIO Escalation Team for CC MYS on December 2015- Handling escalated cases from user.- Work with Incident Management Team for escalation to support team based on raised issue. - CC Shift Lead for scheduled weekends shift.- Roster Planning

- Handling escalated calls & cases from level 1 careline- Deep troubleshooting of P1 networking with end users.

- Handling in-bound calls from Agilent employees, non-Agilent employees & business partner worldwide (Asia Pacific, Europe & America).- Handling ticket routing for issues that concerns with support team.- Deep troubleshooting Microsoft products that are recognized by Agilent Corporation such as Microsoft Outlook 2003 & 2007, Microsoft Excel & Microsoft Words.

-Perform task of handling in-bound calls pertaining Linksys networking product fromNorth American customer.-Troubleshoot product (routers, access points, network adapter, range expander, etc.) from single product issue to assist customer to create the whole basic home networking (wireless & wired).- Attended 25 days technical training which is certified by Cisco