Nargis Qureshi

Sr. Executive Technician at Mphasis

• India - Pune
• My current job since March 2007

Previously worked in Bijapur State (Karnataka- India) as A Computer Operator\Receptionist\Hostel Manager\Hospital Superintendent\Heade Clerk In AL-Ameen Dental College & Hospital.
1) Job Profile : Currently working in ITO - Service Desk as Senior Executive in Mphasis - an hp company (since March 2007 to till date)
 Provide technical support to customers regarding service issues on telephone, email and through tickets.
 Pushing software’s on client machines using SCCM using RDP.
 Configuration and troubleshooting of windows products such as Microsoft outlook
 Analyze and troubleshoot software and hardware issues.
 Help customers identify and resolve issues pertaining to VPN, Outlook, LAN, WAN, Printers, Hardware Replacements through ticketing tool.
 Create help desk documentation with step by step instructions on problem resolving techniques.
 Analyzing the tickets and troubleshooting following the Service Level Agreement.
 Analyzing the root cause for the Incident raised and routing it to the appropriate queue following the service level and follow up till the resolution and close it accordingly.
 Identify ticket and Incident priority depending on the issue and the number of users affected for the working environment and raising an alarm if required.
 Installing, configuration and troubleshooting of Windows operating systems
 Working with Remote support tools such as RDP, MS Lync, etc.
 Hands on Experience with Office productivity tools such as Word, Excel, power point, IE8/9 in configuring and support Issues