• Troubleshooting all the computer/server hardware• Troubleshooting all the Operating systems like Windows 7, Windows XP, Windows NT, Tiger, and Lion etc.• Installing newly Built Operating systems Images on all the corporate computers• Developing new Operating system Images according to the requirement of the organization• Providing Access to the computers to the newly hired employees• Providing Extensions to the newly joined Employees using Cisco admin Console• Checking the System Logs and providing effective resolution to the users• Analysing the error logs in the OS and finding the root cause of the issue and providing resolution,• Updating the existing System Images with the newly deployed drivers and deploying the same to the existing computers on the domain• Deleting user accounts after their exit process• Creating User accounts to the newly Hired Employees• Unlocking the user accounts on Active Directory as per request• Deploying the Bit locker on all the eligible computers and checking the status on their performance• Deploying software’s to the users computers as per their requirement• Worked under ITIL Environment under change, Incident, knowledge and Access Management teams,• Worked for Knowledge Management team and submitted more than 50 Knowledge Base articles regarding the troubleshooting and resolving issues on MAC,windows and printers• Deploying software packages using SCCM 2007 and 2012• Monitoring the status of the devices deployed using SCCM • Updating the policies and softwares using SCCM 2007 and 2012• Providing access to users to requested applications through SCCM• Acted a Single point of contact for resolving MAC issues and providing support.

• Providing technical Level 2 phone support for customers.• Coaching team on policies and procedures; updating on Dells product line, current industry products and technologies.• Periodic call audits, monitoring agent calls with particular attention to technical excellence for the team.• Handling live technical escalations a little beyond the scope of support in compliance with the tech support policy.• Monitoring and evaluating customer experience metrics across the assigned teams and identify areas of improvement.• Providing guidance in meeting objectives that are assigned in the form of business objective.• Assisting technicians in achieving highest level of performance goals as defined in the operational plans.• Taking feedback constructively thereby focusing on meeting results.• Participating with line managers to determine focus areas for technical improvement (eg. establish targeted coaching and mentoring programs, delivering vitality sessions based on research and analysis of data and performance trends).• Worked under ITIL Environment under change, Incident, knowledge and Access Management teams,• Provided technical Support on the phone,in person and emails on MAC and windows platforms• Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 And any other authorised desktop applications• Install, upgrade, support and troubleshoot printers, computer hardware and any Other authorised peripheral equipment• Performing general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment• Performing remedial repairs on computers, laptops, printers and any other authorised Peripheral equipment• Customize desktop hardware to meet user specifications and site standards• Performing work in compliance within specified warranty requirements• Returning defective equipment/parts to maintenance inventory, documents customer repairs. etc

• Answering advance questions about installation, operation, configuration, customization and usage of assigned products.• Adopting/using, remote/onsite/lab diagnostics of hardware system, sub systems and/or Dell Approved/Shipped application for customers.• Resolving complex issue forwarded by technicians or peers (eg. Executive technical escalations of key / non – key accounts). • Explaining technical problems and solution possibilities for customers with challenging expectations (often escalated due to product/ service/ technology limitations).• Conducting technical assessments publish score cards and facilitate refresher training sessions.• Worked on developed plans and objectives by participating in cross – functional projects to improve operational performance for the organization.• Preparing test report for the assignment and getting signoff from the customer and daily Status Reports.

• Provide technical support and services to customers in US through phone and online for Desktop and Portable products on MAC platform.• Support domain includes hardware components troubleshooting, software issues, internet and email, configuration of wireless and router settings. • Meeting customers time to time and taking their inputs and winning the customer satisfaction all the time.• Testing and duplicating issues reported by customers in test environments to enable engineering to understand the issue faster. • Resolving software related issues with Operating Systems such as Tiger, Leopard, SnowLeopard and Application Software provided by Apple.• Working closely with Customer, Development and GCS Teams towards resolution of the issue.• Update visual board with new updates and team scores latest updates.