IT Helpdesk Analyst
Callaway
Total years of experience :5 years, 0 Months
• Resolved over 25 incident tickets in Jira everyday, ensuring minimal downtime.
• Administered Okta and Active Directory, managing access for 20000+ users.
• Provided remote support to troubleshoot and resolve issues.
• Managed user identities and access controls, ensuring security.
• Administered Office 365 applications and Exchange Online.
• Performed SAP system administration, ensuring stability and performance.
• Prepared dashboards for team in Jira representating all the statistics for Resolved tickets counts
on monthly and daily basis, realtime CSAT status, No. of Ageing ticket in individual’s bin, filters
for priority
• Provided Level 2 support, resolving 95% of tickets within SLA.
• Administered Office 365 for over 10, 000 users, enhancing productivity.
• Diagnosed and resolved issues related to software, hardware, and peripherals.
• Managed user accounts and resources in Active Directory.
• Onboarding and Offboarding
• Prepared Documentation and KBA
• Handled 50+ tickets daily through all channels, maintaining high-resolution rates.
• Handle email and chat Non-Voice tickets simultaneously
• Provided first-level support for desktops, laptops, and other devices.
• Knowledge Management - Ensure the Knowledge Articles are used on all issues
• Delivered high-quality labeled data, achieving 98% accuracy.
• Reported issues with tools and software, providing feedback for improvements.
• Work with text, speech and other types of data and attach tags to the contents, at scale.
• Managed user accounts and permissions, supporting 250+ employees.
• Diagnosed and resolved computer software, hardware, and printer issues.
• Performed Office 365 administration tasks and Active Directory management.
• On-desk support if required
• Setting up conference rooms, AV issues etc