Assisting the customer with validation related concerns through calls and Salesforces cases.•Processing online certificate orders as per the policies and process with compliance & regulatory requirementsand internal standards.•Maintaining the Quality and attain the validation of all certificates within the SLA to achieve customersatisfaction and to ensure professionalism.•As part of Tier2 , I have processed EV certificates and handled EV calls and cases with precision.•I have achieved the "Spot Light" award in the first year of my job itself with my dedication towards by work.•I have handled escalation emails by addressing escalated issues with professionalism and a focus on delivering thehighest level of customer satisfaction.•Collaborate with cross-functional teams to identify and address recurring technical issues and drive continuousimprovement initiatives.•Consistently meeting performance targets for speed, customer satisfaction, and tonnage.•Keeping up with industry innovations, regulatory changes, and best practices through pertinent updates andtraining programs as needed.

Responsible for 1st level troubleshooting in IAG related Application, Devices and User Access through voice andremote support.•Troubleshoot along with the end user by simplifying technical language•Escalate help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.•Understand technical details to determine root cause and escalate issues to appropriate teams through incidentsand request.•Using SNOW application to raise incidents and request for the user’s concern•Resolving the issue related to Office 365, Microsoft teams, Outlook, IAG related application•Installing software’s by taking the user in remote.•Handling the call within the AHT and maintain the SQL by following the derived process and policies.