Service Desk Dispatcher
FutureTec
Total years of experience :11 years, 6 Months
• Act as the single point of contact to the customer for all types of service requests
• Provide technical support to customers via telephone, email and through tickets
• Scheduling internal and field technical resources, on the dispatch portal and updating their activities on service desk portal
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Coordinating with vendors for maintaining their credits and contracts
• Responding to customer queries about different network and security products
• Follow up and escalation on service request with the engineers and customer
• Maintaining documentation of processes and tickets
• Extensive knowledge of providing technical support of Windows-based computer system.
• Good experience in managing windows 2003 servers & Clients
• Troubleshooting hardware, software & network issues
• Configuring and maintaining active directory.
• Administration of exchange server & user mailboxes.
• Backups using data protector manager.
• Hardware and software installation for clients.
• Configuring and trouble shooting desktop environment.
• Configuring and maintaining antivirus server.
• Developed reports using Business objects 6.5 and BOXI extensively using functionalities such as Master Detailed, Slice and Dice, Filters, Ranking, Sections, Graphs and Breaks.
• Created reports using Oracle Databases and Personal Data File Providers.
• Modified, maintained and developed the SQL codes to develop new enhancements.
• Responsible for the management, administration and coordination of the BOBJ reporting environment.
• Monitored scheduled reports using broadcast agents.
• Provided the security access management by creating users/groups and folders.
• Developed and maintained the documentation to support the team.
• Provided training for end users for generating their own report including complicated report.
Electronics and communication Engineering