IT Administrator
Time Inc
Total years of experience :14 years, 2 Months
Provide high quality IT support by utilizing excellent customer service skills and technical expertise, researching, analyzing, resolving and responding to basic-to-complex questions and problems via telephone, e-mail and desk visit, within the SLA.
•Assist users on MAC and Windows OS, Network, Servers - issues and requests.
•Extend support to applications such as: RSA SecurID Administration, Microsoft VPN, Citrix, and Active Directory.
•Handle new hire orientation
•Install, configure and maintain desktops, laptops, tablets and accessories and other equipment in a combined office/manufacturing environment.
•Research and resolve complex issues that other help desk levels have been unable to resolve.
•Identify trends in issues and research preventive solutions.
•Managed printers and assets, and participate in change management process.
•Communicated with clients using chat and phone to understand their problem.
•Used deep knowledge of computing/consumer electronics to troubleshoot and repair client issues with Windows/Mac Operating Systems, application software installation and troubleshooting, consumer grade networking, peripherals, mobile phones, tablets, wearable's and other consumer electronic devices.
•Recommended complete service solutions based on client and technology needs.
•Assist peers and manager as requested.
•Properly use chat, remote desktop/device control solutions, and telephony systems for client interactions
•Follow Standard Operating Procedures (SOP) including Customer Data Privacy, Illegal Software, and Agent Expectations.
•Identified process improvements, upgrades and modifications
•Created process related documents and update them as and when modifications / improvements are made
•Create/Maintain all related documentation/update data into online tools (Changes, Validation, Systems proposals/recommendation, etc).
•Responsible for IT setup for new hires: AD and Email account creation and configuration, AVAYA phone setup and installation, Application installation.
•Educate users on service-now tool via a tech talk session
•Participate in Team meetings, requirements and design meetings.
•Cross train peer for backup
•Demonstrate an understanding of the need for teamwork, and how individual work impacts on that of others
•Participate as a
•First point of contact for any IT related requests and issues.
•User account administration - use Active Directory for creation, deletion and modification of user account
•Assist users on Mobile devices issues & requests- Blackberry, iPhone & iPad
•Analyze and resolve problems related to desktops/ laptops, servers,
•Assisted users on remote access products- VPN, RSA SecurID access issues, Outlook and PC applications.
Achievements:
•Received Certificate of Appreciation for Highest Individual Productivity
•Top C-sat contributor. Received maximum client/ customer appreciations
•Developed technical knowledge base, Email template, K-Base links for the team.
•Created tutorial videos for user education to reduce dependency on the IT team.
Micro Land:
Assisted users on internal, external, network hard disk drives issues/ requests.
Install & configure data backup software.
Top C sat contributor