Sneha Susan Jacob Email and Phone Number

Providing Tier 1 IT support to customers through desk-side support services.Assisting customers in identifying issues and explaining solutions to restore service and functionality. Resolving a diverse range of technical issues across multiple systems and applications for BELL-MTS customers.Collaborating with supervisors to escalate and address customer inquiries or technical issues.Translated complex technical issues into digestible language for non-technical users.Used ticketing systems to manage and process support actions and requests.Documenting transactions and support interactions in the system for future reference and addition to the knowledge base.Skills:Siebel,Genview,Edge,SAP FCC,Avaya,Citrix

Updated and reconfigured existing and new computers with current software and operating systems.Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.Configured all hardware devices and software settings to optimize network performance.Secured network access by installing firewalls, establishing login credentials and maintaining documentation to govern entry.Knowledge in CCNA Routing & Switching, Desktop assembling/configuration & troubleshooting, System administration, IP configuration, Remote desktop access and maintenance, OS installation, disk recovery, disk partition, Router installation, Switch configuration, MS Office proficiency.