Senior Service Desk Technician
Current• Provided technical support both remotely and via phone, using remote support solutions like SCCM, RDP catalogued in a ticketing system: Service Now.• Handled and resolved multiple service tickets per day related to O366, Azure AD as well as On-Prem AD.• Installed, configured, and modified hardware and software of windows OS, mobile devices as well as printer to ensure optimal performance.• Performed basic administration tasks such as user creation, password reset, restoring… Show more • Provided technical support both remotely and via phone, using remote support solutions like SCCM, RDP catalogued in a ticketing system: Service Now.• Handled and resolved multiple service tickets per day related to O366, Azure AD as well as On-Prem AD.• Installed, configured, and modified hardware and software of windows OS, mobile devices as well as printer to ensure optimal performance.• Performed basic administration tasks such as user creation, password reset, restoring deleted accounts linked with an email account, and enabling/disabling accounts.• Assisted and troubleshot network problems, system issues, operating system update, and upgrade.• Actively listen to customers' requests, confirming full understanding before addressing concerns.• Addressed several Outlook-related tasks such as sharing and accessing outlook calendars, adding signatures, creating folders, adding secondary email addresses, connecting zoom, importing, and exporting outlook files, and accessing old emails.• Supported users with SharePoint issues such as setting permissions to users, adding, and managing files to share. • Assisted in Teams by creating groups and channels, adding, and removing users to and from groups.• Creating users in Azure AD, assisting in setting up multi-factor authentication, assigning users to groups, resetting passwords, and enabling and disabling accounts as per the organization’s requirement.• Performed administration tasks in Office 365 such as adding a user, assigning licenses, resetting passwords, creating a shared mailbox, and adding users to groups.• Supported in the creation of a shared mailbox, tracing an email to troubleshoot email issues, adding recipients, and setting permissions through Exchange Online. Show less
