Nikhil Samad

• Auditing ticket
• Troubleshooting internal teams technical issues
• Queue management - Service Now
• Handling escalation email and calls
• Implementation of automation in the process
• Managing team roster
• Technical Support for the internal team over tickets
• On Job Training
• Client meetings
• Maintaining team reporting daily to monthly (Excel)
• Maintaining documentation quality
• Power Bi Dashboards
• Python Scripting
• SQL queries listing
• Automation using Python
Tools

• Auditing ticket
• Troubleshooting internal teams technical issues
• Queue management - Service Now
• Handling escalation email and calls
• Implementation of automation in the process
• Managing team roster
• Technical Support for the internal team over tickets
• On Job Training
• Client meetings
• Maintaining team reporting daily to monthly (Excel)
• Maintaining documentation quality
• DSATs analysis
• Drafting SOP
• Maintaining KT to promote cross skill environment
• Maintaining SLAs matrix
• Leading daily update meetings
• Executing strategies
• Maintaining cross-team communications
• Handling escalations
• Working with Clients on MIs

• Supporting user in their Onboarding journey
• Providing support via Email and Chat
• Ticket creation with Service Now
• Multi Factor Authentication Support
• O365 migration / Email Support
• Creating users profile in Azure Active Directory
• Knowledge Base Creation

• Python Scripting bug fixing
• Flask framework for internal web based application.
• AWS via Boto3.
• Data wrangling using python via pandas library.
• Data presentation using Excel Dashboard