Service Desk / Collaboration / Remote Desktop Support
Atos
Total years of experience :5 years, 9 Months
I supported 3 different enterprise accounts across the Globe in Atos namely Metlife, Coca-Cola and McGraw - Hill. I worked on a shifting schedule to accommodate staffing needs.
I started supporting Metlife from June 2012 to Oct 2013 via phone and email with our ticketing tool Remedy. I handled Windows, mainframe and intranet accounts password reset of employees via Active Directory and Psynch. Supported Desktop, laptop and printers, Lotus Notes, SameTime, Marimba ( Deployment), MS Office 2010, Citrix, Networking issues, Cisco ANyconnect (VPN), Setting up Good apps in Blackberry and in iPhones. Collaborates with Site Support across the globe in handling request and incidents.
I was transferred to Coca-Cola in October 2013 since Atos lost the Metlife contract. I handled password reset for AD, intranet, VPN, RSA, Mainframe and SAP.
Supported the MS Office 2010, Airwatch for Android and IOS devices, Lync, Coca-cola business apps, laptops, desktop, printers, tough books, PGP encryption, Cisco Any connect (VPN) and VDI.
I was promoted as a Collaboration support after a few months in Coke. I started to provide real time assistance to level 1 team, conducts team huddle, cascades technical update, and manages ticket queue in our team to secure ticket SLA. Our team supports escalated tickets from tier 1 team for Outlook, Lync, Sharepoint and Airwatch issues.
After a few months, I was transferred again to a different account which is McGraw-Hill. I handled password reset for Windows accounts, intranet, VPN and RSA. I supported Laptop, Desktop, printers, Office 365, VmWare (virtual machine), Outook messaging in Android and IoS devices, networking, VPN, Oracle, SCCM. deployment and Mac OS .
I got promoted again in March 2015 as Remote Desktop Support. I handled all escalated tickets from tier 1 team. I cascade technical updates via email. Attends online meetings together with different resolving team, managers and process analyst. Manages ticket queue in our team to secure team SLA. Makes sure that al tickets are updated in a daily basis. I also Monitors team attendance and adherence.
I supported John Deere employees across the Globe via phone and email.
-Utilizes Active Directory in managing user accounts and printers.
-Provides remote assistance in troubleshooting Windows desktop issues, Outlook, Deployment etc.
Provides technical assistance with remote support to Lexmark and Microsoft North American consumers via phone on Windows XP and 7 platform.
