Go Live Manager
LAVUPOS IND PVT LTD
Total years of experience :7 years, 5 Months
● Troubleshooting for OS (Win 10, Win 7 etc.),
● Software installation, laptop assignment,
● Microsoft Dynamics 365 is a tool where we will create Incident tickets and Service request tickets,
● Update server incident history in configuration database.
● Implementing virus protection procedures, preventive maintenance procedures using antivirus and system performance tuning with windows updates.
● Manage escalated issues related to day-to-day operations.
● Perform remote software installation of patches and SW upgrades.
● Coordinate and support with different application teams in providing first level assistance to the reported application issues.
● Answered all requests for the second line support on the telephone, emails, and helpdesk.
● Interact with internal/external customers and meet their expectations.
● Producing Service Reports and Attending Service Review Meetings and updating technology-specific documents.
● Co-ordinate with the respective vendor (DELL, HP, and Microsoft) to repair the warranty products.
● Handling the hardware break-fix reports with the help of data center people and coordinating with HW vendors for part replacement.
● Briefing team members on new organizational updates and email updates.
● Supporting the on boarding process and providing KT to the new joiners.
● Working with remote control tools like Log Me In Rescue, MS Teams, Ammy Admin, and Team Viewer, Rescue Lens through Mobile camera.
● Supporting the complete IT infrastructure.
● Giving reply to the mails for the daily cases.
● Oracle database for mailing the customers and supporting them until the root cause issue is resolved.
● CSP is the tool where we use to see all the machine details and pre-installed software for the machine.
● Troubleshooting for all the software and hardware issues in the machines like No power, Wi-Fi, display, keyboard, touchpad, Accidental Damage Protection issues and software related issues like OS reinstallation when it got crashed.
● Rufus application for converting pen drive into bootable device.
● Installing and configuring software, hardware and networks
● Monitoring system performance and troubleshooting issues
● Ensuring security and efficiency of IT infrastructure
● Provide accurate, valid and complete information by using the right methods/tools.
● Ensure security through access controls, backups and firewalls
● Upgrade systems with new releases and models
● Develop expertise to train staff on new technologies
● Build an internal wiki with technical documentation, manuals and IT policies
● Attend meetings with the IT department to identify continuous improvement opportunities and enhance the delivery of IT services to users
● Troubleshot issues impacting computers, smartphones, and Apple products for up to 15 customers per day, which included performing root cause analysis, performing software updates, and identifying technical solutions
● Achieved customer service scores of 90% across customer satisfaction surveys.