Experience

Lone Wolf Technologies

• Canada
• Software Development
• 400 - 500 Employee

• Customer Support Associate

  • Jul 2022 - Present



Cognizant

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

• Sr systems executive

  • Jun 2022 - Jul 2022



Thryve Digital Health LLP

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

• Analyst

  • Apr 2020 - Sep 2021

  Responding incoming calls to provide support for Thryve and Highmark employees system login issues, Internet issues, Driver update, Blue screen issues, sound issues, VPN and VDI issues, Bitlocker, Active directory , Mainframe and database login issue. Adding or deleting profiles in Microsoft authenticator. Creating sara request for new employees for their access. Creating the tickets in service manager and cherwell for better tracking of client call details. Escalating tickets to next level. Scheduling the meeting and providing proper training in terms of tools usage and process for new joiners in our team. Giving mock calls and reporting the daily status about the training to my reporting manager. Sending the daily call and ticket reports to my reporting manager. Creating SOP's and share it to our team for the new process for better understanding. Also handled another project called QA and EPIC process as quality analyst for AHN Where i have to use excel sheet to create list of new employees and used vlookup formulas to find out which employee needs active directory and email address and list of employees who attended and completed the mandatory training. Creating the tickets who don't have Active Directory account and email address and follow up with the concern team until they get Active Directory account and email address. Show less



Comodo

• United States
• Computer and Network Security
• 300 - 400 Employee

• Associate technical support Engineer

  • Dec 2017 - Mar 2020

  Responding chat, calls and tickets for providing support to Comodo Antivirus users and desktop support for the users who are having Geekbuddy membership. Handled sound issue, windows update, Driver issue, Wired and wireless printer configuration, Internet issue, slow computer, slow boot, Identifying and removing threats from computer, software installation and uninstallation, outlook configuration through remote connections. Hands on experience in kayako ticketing tool and vicidial for on call documentation. Sending daily reports to reporting manager for chat, call and ticket tracking. Show less