 To create new user account and mailbox for new Joiner and reset the password using web based Active Directory. Monitoring ITICS Internal Network, Servers& related operations. Providing Remote Support to PAN India regions as well as other countries using BMC REMEDY ticketing tool. Responsible for creating Distribution List, Generic mailbox, External User ID and Guest ID Creation. Transfer of accounts for users who are being transferred or going for secondment. Handling Escalation & Coordination with various levels of support within the organization. Managing user access level / Permissions on file server. Monitoring and ensure the overall assigned tickets (Incidents & Work orders) meet the response and resolution SLAs. Providing VPN connectivity support to users. Cisco VPN client software and Web based VPN links are used for accessing VPN. Using and Managing Symantec Endpoint Protection Ver. 12.1 as Antivirus Software. Installation & troubleshooting Software’s that are used in organization & other web based applications.

 Handling routine desktop support issues, which include installing and re-installingOperating Systems (OS) and applications, configuring devices, MS-Office, MS-Outlook, and Acrobat Reader, among others Providing L1 network support which includes configuring IPs and basic handling ofswitches, among others Troubleshooting network connectivity (LAN) issues Installing desktop and hardware such as CD-ROM, and soundcards, among others Providing anti-virus support Configuring print devices (network and local) on desktops Communicating directly with customers on phone and via emails to address theirissues Escalating relevant customer issues to the technical specialists and ensuringspeedy resolution of the issues Scheduling and attending periodic service review meetings with customers toidentify gaps and resolve support issues Guiding L1 Desktop Support and Service Desk team members and monitoringtheir performance Documenting case studies and relevant IT processes and procedures, and addingto the knowledge base of the organization

 Handling routine desktop support issues, which include installing and re-installingOperating Systems (OS) and applications, configuring devices, MS-Office, MS-Outlook, and Acrobat Reader, among others Providing L1 network support which includes configuring IPs and basic handling ofswitches, among others Troubleshooting network connectivity (LAN) issues Installing desktop and hardware such as CD-ROM, and soundcards, among others Providing anti-virus support Configuring print devices (network and local) on desktops Communicating directly with customers on phone and via emails to address theirissues Escalating relevant customer issues to the technical specialists and ensuringspeedy resolution of the issues Scheduling and attending periodic service review meetings with customers toidentify gaps and resolve support issues Guiding L1 Desktop Support and Service Desk team members and monitoringtheir performance Documenting case studies and relevant IT processes and procedures, and addingto the knowledge base of the organization