Experience

i-Source Infosystems Pvt. Ltd.

• India
• IT Services and IT Consulting
• 100 - 200 Employee

• “Service Desk Engineer” (Band 7B)

  • Jan 2022 - Present

  Troubleshot IT related issues (hardware, software, network, peripherals, VPN) for VA healthcare professionals nationwide. Provided first point of contact support to end users with professionalism, timeliness, and accuracy. Managed high call volume with tact and professionalism. Reviewed technical documentation and procedures. set ticketing systems to manage and process Work in a 24/7 support environment Complete understanding of all Service Desk functions Writing knowledgebase cases and FAQ’s (frequently asked question) documentation for IT and external users Strong Analytical, Presentation and problem solving skills. Create and manage network user accounts, troubleshoot and resolve a variety of issues Create and manage mail accounts, troubleshoot and resolve a variety of issues Mentor the new hires, act as a lead on urgent and important tasks during the shift Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Midrange Operations Analyst-BA2

  • 2018 - 2021

  Providing software application support. Managing code migration across environments to ensure continued and synchronized functionality. Keeping a record of configuration changes and scheduling application updates. Providing software application support. Managing code migration across environments to ensure continued and synchronized functionality. Keeping a record of configuration changes and scheduling application updates.



Tieto

• Finland
• Information Technology & Services
• 700 & Above Employee

• Service Desk Specialist

  • 2017 - 2018

  Perform Service Desk Level 1 and Level 2 Agent activities in support of high-call volume and support backlog periods Provide technical and process support, advice and direction to Level 1 and Level 2 Agents in providing Incident Management and Change Management activities for end users Produces quality work and results Solve problems using agreed upon procedures Develop a comprehensive understanding and mastery of all tools To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer Show less