Jismariya Joy

Handling service desk tickets and addressing customer-reported technical issues in a timely manner. Identifying underlying technologies and categorizing incidents to ensure proper routing and resolution.Coordinating and allocating resources to the appropriate support teams for efficient issue resolution and escalation. Performing network monitoring using tools such as Cisco Meraki, Motadata and Spectrum to detect and respond to alerts and performance issues. Maintaining accurate documentation of incidents, troubleshooting steps and resolutions for knowledge base and reporting
purposes.