• Sep 2021 - Present

• Jul 2018 - Nov 2021

Experience as a service desk team L2 in a fast-paced environment with ability to manage escalations.Demonstrated commitment in maintaining and developing valuable relationship with internal and external service ownersWell-developed reporting and analytical skillsWell versed in SLA concepts and operation queue managementLead team planning, decision making and service improvement activities and implement service improvement ideasDealing with incoming faults in a professional, courteous manner over the phone and via emailTaking ownership of faults and managing them in a logical and methodical mannerCorrectly logging incidents and faults, categorizing and prioritizing them in line with team proceduresWorking on Microsoft Active Directory and hands on experience on BMC remedy toolKnowledge of networkingcreation and maintain documentation relating to service desk procedures Interacting with different support teamExperience in Incident Handling and Response, Reporting Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate Show less

• Jul 2017 - Jul 2019

Dealing with incoming faults in a professional, courteous manner over the phone and via emailTaking ownership of faults and managing them in a logical and methodical mannerCorrectly logging incidents and faults, categorizing and prioritizing them in line with team proceduresWorking on Microsoft Active Directory, infrastructure management.Hand on experience on BMC remedy toolGood hands-on experience in Administrating Antivirus solution, AD - User accounts, Admin accounts, Security groups, shared folders, shared mailbox access.Knowledge of networkingGood knowledge of Microsoft Operating Systems: Windows 7 & 10 and Microsoft Office Troubleshoot LAN related issues, Network Connectivity issues.Interacting with the India, UK clients.Interacting with different support teamExperience in Incident Handling and Response, Reporting Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriateManaging faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progressMaintain and develop own knowledge and skills to assist with first time fault resolutionIdentify and escalate repeat issues or service risks into service management teamsSharing knowledge with team colleagues Show less

• Jan 2016 - Jun 2017

Desktop Engineer

• Mar 2014 - Nov 2015

Working as Desktop engineer in Infinite computer solutions Designation: Desktop Engineer March 2014 – Till Date. Responsibilities: •Desktop/Laptop on-site and phone support, Printer/Fax support, Backup system support, Deploying new equipment, • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes. • Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe. • Provide initial assessment of urgency and business impact on all support calls. • Manage service requests, software installations, new computer setups, upgrades, etc. • Record incident resolutions in the Help Desk tool. • Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes. • Support the following technologies: Microsoft Office 2013 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned. • Ability to work independently and in a team environment. • Ability to communicate well with internal and external contacts Show less

Aircraft engineer (contract)

• Oct 2012 - Oct 2013

 Division: Overhaul Division Designation: Diploma Trainee October, 2012 – October .2013 Responsibilities: • To prepare a loom for various avionics and electrical systems • To assist loom preparations for communication and electronic warfare systems. • To prepare electrical loom for Flight test instrument system on tray side with units. • To prepare looms for Armament system. • To assist in routing of cables on board as well as on Aircraft. • To prepare and installation of mil bus cables for DBC (DATA BUS COUPLER). • Involved in carrying out in continuity, megger and power checks on Aircraft. • To print coding on sleeve which is been attached with the loom. Show less

Financial Consultant

• Jan 2011 - Jul 2012

Process: Commercial Banking Designation: Adviser January, 2011 – July .2012 Responsibilities: • To manage day-to-day planning • To maintain the data of the clients • To check the details of the customer’s documents before submitting in the bank. • Operation and problem solving of team agents to meet with required service level components. • Delivery of team sales , quality and productivity targets and indicators • People management as well as staff development • Call monitoring , coaching and feedback , responsibility for delivery • To organize agents on field to meet the required customers. • To follow the case of the customer in the bank till is gets disbursed. • Gave on job training to new peers. Show less