• Responsible for generation of daily report in Microsoft Excel for statistical analysis on ticket generation and to analyze the flow of tickets from the client company.• Creation, Modification and deletion of user and group accounts on Unified service management.• Responsible for Granting permissions on various network resources available to users and provided permissions to users to access multiple services such as VPN, email, login, Office 365 licensing and network drive mapping.•Responded to all support incidents received from users via phone, email, chat and selfservice and provided an immediate effort to restore service to user’s satisfaction.•Handled P1 tickets by collaborating with different teams to troubleshoot application issues•Installed and configured: Windows 7/8/10, Office 365, Antivirus software•Remotely accessed the user machines and worked in various troubleshooting such as Microsoft Office issues, Performance issues and mobile device management issues.•Provided Cisco Any connect VPN access to the users at Office and Remote locations.•Incrementally updated the Group Policy for user machines.•Used Service Now as the main tool for creating tickets and accessing knowledge base.•Experienced Working in 24*7*365 shift rotation.