Sr. Technical Associate
IBM India Pvt. Ltd
Total years of experience :14 years, 9 Months
Designation: Senior Technical Associate (August 2010 - October 2015)
• Handling First line of Incidence for AT&T Account.
• Coordinate with diferent Resolver Groups for Outages.
• Troubleshooting/problem-solving in Networks and in the technical areas like Servers, Security, Systems.
• Manage follow-up actions on all unresolved tickets for timely closure.
• Driving resolution of incidents and problems to the team.
• Performed as Point of Contact (POC) for Severs & network incident.
• Maintaining Active directory.
• Retrieving Personal Disk Share Drive and Group Share Drive details.
• Retrieving Mech-id and members of Group mailbox.
• Configuring Microsoft Exchange Server for Outlook Application based on Domain AT&T.
• Providing Admin Rights on AT&T Systems.
• Migrating Workstations to diferent Domains, Migrating Users on diferent domain, migration of the exchange account to diferent domain in ATT environment.
• Mainframe Applications Support for Password Reset Issue.
• Knowledge on BMC Remedy (AOTS) Ticketing Tool, Vantive Ticketing Tool, Maximo Ticketing Tool.
Designation: Technical Support Associate (August 2007 - July 2009)
• Training new employees on new CPD (Consumer printer division) Products of Lexmark Company.
• Training includes printer's hardware and software Troubleshooting.
• Installation and Troubleshooting on the operating systems windows XP, Vista and MAC 10.X.
• Provided Trainings on both Wired and Wireless in LAN Network.
• Handling 2nd level Call backs, this involves customers that are escalated to the 2
nd
and 3rd level and provide appropriate solution. Achievements:
• Award for best customer service.
• Customer satisfaction and all the required matrices achieved consecutively for more than 15 months.