Witel Engineer & GLobal Service Desk Engineer (Specialist)
HCL Technologies Ltd
Total years of experience :12 years, 6 Months
Acting as First point of contact for technology related requests and issues.
Identifying problems immediately after it’s reported according to severity and getting it sorted using respective team. Taking Proactive role of an Incident Manager to get the Priority 1 (Sev 1) issues resolved in stipulated TIME FRAME.
Co-coordinating with various tracks via Technical Bridge and facilitating them as and when required.
Sending communications (CIN - Critical incident notification) to Leadership (Top Management) with hourly updates until Sev 1 is resolved.
Gathering information of Major issues reported and maintaining RCA documents
Handling Global users from APAC, EMEA and US regions like Malaysia, Singapore, UK, Australia, SA and Poland.
Troubleshooting of outlook, VPN client (Checkpoint, Juniper and Cisco) and other applications remotely with WebEx support.
Creation and management of users account and mailboxes, share folders permission and Access in Active Directory and Exchange 2003.
Creation of APSE ID on Lotus Domino server and access to respective groups.
Creation of phone extension and voice mailbox on AVAVYA Site Administration.
SAP Configuration and installation with assigning parameters to users with defined roles.
Providing telephonic support to users for user account management and other issues.
Account management and configuration of MS Lync, Outlook, Live meeting, WebEx audio and WebEx video.
Front End/Back End, OWA, RPC/HTTPS, and Active Synch Configuration.
Working on Shared mailboxes, security groups and Distribution Lists.
Working on calendar/ mailbox synchronization issues on Blackberry.
Blackberry support as L2 and further escalation to vendor.
New mailbox provisioning.
Handling access/ permission service requests.
Hands on experience on BMC Remedy ticketing tool (Fetching reports though query and ticket management).
ROLES & RESPONSIBILITIES
✓ Deliver First Call Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.
✓ Call back customers waiting for follow-up in the agreed timeframe
✓ Understanding the issues business impact.
✓ Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials.
✓ Forward any issues/escalations to next level of support for further resolution.
✓ Providing support for hand held devices ipad, iphone and blackberry.
✓ Diagnosing the problem and getting the same resolved as per the severity level assigned to it.
✓ Performing any Install, Move, Add or Change at the client level with all formal approvals.
✓ Installation of Network printers & Local printer on systems.
✓ Configure the proxy on the client sides for accessing internet.
✓ Troubleshooting and installation of office 2000-2010 (outlook)
✓ Troubleshooting & configuring Wi-Fi (Wireless) and Data Card.
✓ Virus Control at the Desktops and Laptops of all Users.
✓ Registering and updating the anti-virus definitions, windows patching t on the all workstations periodically as per policy.
✓ Diagnosing and rectifying any virus problems that can be fixed by the anti-virus tool
✓ Periodic scanning of desktops for unauthorized software if internal policy permits.
✓ Handling Escalation as well as providing technical support to fellow team members.
✓ Co-ordinate with the IT Team to sort out any major problem. This involves testing and troubleshooting the problem.
✓ Troubleshooting standard software like Adobe Acrobat Reader and Writer, WinZip, Internet Explorer, MS Project, MS Visio for VIP Users.
✓ Installing and troubleshooting MSOffice packages on VIP Users Laptop / Desktop
✓ Configuring and troubleshooting network printer for VIP Users
✓ Interacting with all the coordination teams for delivering high quality support to achieve business targets
✓ Troubleshooting of Printer issues
✓ Trouble shoot Data card and other connectivity devices' issues
✓ Maintain a call history of all calls. Explaining the issue, resolution given, time, date and learning if any
✓ Fill the 'shift handover' template with as much details as possible to ensure proper follow up and closure of calls
✓ Managing, Configuring, Monitoring and troubleshooting a complete floor of approx. 2000 systems having Microsoft Windows XP and Windows 2000 Pro with many customized applications.
✓ Providing Trouble shooting support, Installation support, Software usage and problems, Application and desktop related queries, Internet related queries, Connectivity related problem, and Computer related services.
✓ Troubleshooting of Various desktop and laptops (Dell, HP and wipro WSG)
✓ Troubleshooting of hardware, software, & network related problems.
✓ Security patches Rollout on to the workstations.
✓ Installation of Antivirus Client software (Symantec Antivirus)
✓ Installing and upgrading software.
✓ Configuring & Maintaining Avaya IP phones for Voice based processes.
✓ Uploading/Capturing & Deployment of OS WDS (Windows Deployment Server) & RIS.
✓ Troubleshooting with Microsoft NAP (Network Access Protection) Tool.
✓ Virus Control at the Desktops and Laptops of all Users.
✓ Registering and updating the anti-virus definitions, windows patching on the all workstations periodically as per policy.
✓ Diagnosing and rectifying any virus problems that can be fixed by the anti-virus tool.
✓ Fresh Desktop Installations for all process.
✓ Periodic scanning of desktops for unauthorized software if internal policy permits
✓ Network Management:- Scope Limited to Network Monitoring only basic level
Graduation (BCA) Jamia Hamdard University 72% 1st Div. I.Sc. (10+2) U.P Board, Allahabad 58% 2nd Div. High School (10th) U.P Board, Allahabad 55% 2nd Div.