Experience

NetPulse Services

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Engineer

  • Jan 2022 - Present

  First Point of contacts for Residential and commerical users. Resolving Internet, Emails issue's Troubleshooting Internet issue's, configuration of modem, Assigning IP address. Blacklisting/Whitelisting of emails/IP address on server's. Troubleshooting bounceback of emails. Resetting passwords in Active Directory. If issue not resolved by tier1 support assigning tickets to correct team. Ticketing Tool - OTRS First Point of contacts for Residential and commerical users. Resolving Internet, Emails issue's Troubleshooting Internet issue's, configuration of modem, Assigning IP address. Blacklisting/Whitelisting of emails/IP address on server's. Troubleshooting bounceback of emails. Resetting passwords in Active Directory. If issue not resolved by tier1 support assigning tickets to correct team. Ticketing Tool - OTRS



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Engineer

  • Sep 2020 - Jan 2022

  Provide a first, and single point of contact for all Dell Pro Support users for Australia and New Zealand. Ticketing Tools: Used Salesforce for email tracking systems to log, track and manage Cases. Outlook for internal conversation. Avaya softphone for making outbound call to users. Creating hardware and software dispatches in SFDC and Delta. Troubleshooting consumer and commercial technical issues with hardware and software. Assign emails to team. Isolating issue and helping with right resolution. Making quotes in Delta application for non warranty entitlements. Resolving software, hardware, accidental damages issues. Helping with softwares issues through remote application. Making outbound calls to users and checking the status after issue resolve to maintain CSAT score and costumer satisfiction. Handling escalations, Refund request and Whole Unit Replacement Cases. Scrubbing team emails and working upon which needed. Helping and guiding new team members with process knowledge Show less



Mphasis

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Engineer

  • May 2019 - Sep 2020

  Provide a first, and single point of contact for all supported users of Bank of the West. Ticketing Tools: Used Cherwell for call tracking systems to log, track and manage Incidents and Service Requests. Troubleshoot Outlook 2010/2011 mailbox and connectivity issues. Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators. Blackberry Dynamics: Troubleshoot Email related issues on android / iPhone devices regarding the installation and utilization of company specific applications, Email sync issue on all handsets, iPad and Tabs and other web portal related issues for Participants and client managers. Troubleshoot McAfee issues Assisting end users with application and Active Directory password resets. Install application and policy updates. Troubleshoot CISCO VPN client related issues Show less