Experience

OPEC

• Austria
• Oil and Gas
• 1 - 100 Employee

• IT Support Technician

  • Jun 2023 - Present



e-Zest Solutions

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

• Senior Systems Manager

  • Nov 2017 - Jun 2023

  • Working as IT Service desk Professional in International Atomic Energy Agency • Responsible for providing end to end technical support to the users working for the Agency. • Providing Bitlocker encryption support to ensure data security protection for the Agency machines. • Configuring email encryption for the Agency users and troubleshooting the issue if any. • Ensure that the software distribution is being correctly delivered. • Provide assistance to users of official mobile phones (iPhone), such as configuration of mobile phones/devices and troubleshooting. • Pushing the machine into the SCCM for the Windows 10 OS upgrades. • Creating a domain account and assist with all the Active Directory issue such as password reset, adding the user to the mailing group and more. • Bridging between the user and the infrastructure team in creating a Distribution link or Shared mailbox. • Bridging between the user and the application team regarding any application outage or issues. • Provide assistance in meeting rooms for setting up the video conferencing. • Visiting the user for troubleshooting the issues that can’t be done over the phone or via remote • Creating Service Request based on phone query, email query or walk-ins and resolving the issues within the scope of Service Desk. • Worked for ERP support for an ERP application developed for the United Nation Agency that includes HR, TALMS, Travel, Events and Procurement. • Continuous follow-up of the Incidents created and keeping a track of the unassigned and assigned ones. • Coordinate with the technical team to ensure speedy resolution and a Problem ticket will be created for a recurring Incidents. • Also involve in Hardware responsibilities that include Receive, unpack, and inspect incoming assets, Sort the items, and assign the inventory numbers to the items. • Ensure the delivery of the hardware items to the user and install. Show less



EY

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

• Incident Management Lead

  • May 2015 - Oct 2017

  • Responsible for delivery of the Incident Management functions that includes assigning, driving and diagnosis and resolution of all Incidents, Service requests and Change requests. • Managing a team of Incident Management Analysts across 3 technical areas (Hosting, Network and End User). • Management and oversight of Incidents and communications at various levels during the incident life cycle. • Ensure that the team undertake all Incident Management activities to agreed standards including prioritizing incidents in terms of impact and urgency, and assessing team resources and capacity. • Overseeing all Incidents and user service requests for timely completion. • Use of appropriate Knowledge to ensure speedy resolution. • Appropriate and timely escalations made when team are unable to resolve an Incident and Coordinate activities between multiple support groups to ensure adherence to Service Level Agreements. • Ensuring all actions undertaken are documented in the Service Management tool. • Initiation of Problem Process where root cause cannot be determined / no known error exists. • Monitor the performance of incident management processes and seek to continuously improve the process. • Responsible for the end-to-end service level attainment and Monitor queues ensuring that Incidents, Service Requests Problems and Changes assigned to the team are been worked on within OLA targets, and escalating to technical oversight team when they at risk of being missed. • Promote operational excellence by challenging current practices, carrying out research and contributing new data and insights into team’s best practices. • Work closely with the Technical Oversight Team Lead to insure the technical resources have the necessary knowledge and diagnostic procedures to resolve Incidents. • Responsible in engaging the Incident Control team / Team Lead when a Major Incident (P1S1) is identified or when the business requests escalation. Show less



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Duty Manager

  • Jan 2013 - May 2015

  • Maintain service level agreement for new cases. • Assign Cases out to the appropriate Engineers within the defined SLA. • Drive resolution for Level 1 issues around – Windows, Desktop, Application, Virtual Desktop (Citrix) support etc. • Addition/Deletion of users in Active Directory and modifying their access levels. • Hardware and Network Connectivity Troubleshooting. • Address issues via all available modes of communication like phone lines, email alias and communicator. • Inform the customer on when they will be contacted if a callback is missed and then inform the Engineers about the re-set callback expectations • Make sure cases are moved to Engineers with the bandwidth (as and when possible) to do the callbacks. Inform the Engineers on how to get in touch with the teams they would want to collaborate to reach a solution for the customer’s issue. • Engage managers during high customer impact situations. Show less



Infinite Computer Solutions

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

• Senior Technical Support Executive

  • Apr 2010 - Oct 2012

  • Provide technical assistance to Level 2 engineers to help in Resolution. • Taking up Escalation calls whenever required. • Updating the KB (Knowledge Base) article for engineer’s reference. • Reviewing daily, weekly and monthly report and provide the feedback to the Manager. • Provide feedback to the engineers and train them accordingly. • Provide training to the team members whenever required and keep them update about the Business process. • Follow up with the Customer for the feedback that will help in enhancement for the business. Show less



Sutherland

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

• Senior Technical Support Executive

  • May 2007 - Dec 2009

  Joined as a Technical Support Executive for Symantec Process on May 2007 Promoted as Sr. TSE in June 2008. Promoted as Team Support in March 2009. Responsibilities as TSE (Technical Support Executive) • Handling Inbound and Outbound calls for US/UK based clients • Successfully achieved 95% customer satisfaction survey scores • Contributed to team’s success with resolutions for unresolved issues Responsibilities as Team Support • Supporting a team for all the technical and customer related issues • Handling escalated/supervisory calls • Worked towards achieving the team targets Show less



A.P. Moller - Maersk

• Denmark
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Processing Officer

  • Oct 2006 - Mar 2007

  Responsibilities as Processing Officer • Creating Bill of Lading based on Shipping Instruction received from the Customer. • Check for the discrepancy between the Customer’s Shipping Instruction and Company Databases. • Send Clarification or Request to the Front Office or Customer for missing information via mail. Responsibilities as Processing Officer • Creating Bill of Lading based on Shipping Instruction received from the Customer. • Check for the discrepancy between the Customer’s Shipping Instruction and Company Databases. • Send Clarification or Request to the Front Office or Customer for missing information via mail.