Experience

• 

  Ciox health

  Aug 2018 - Apr 2020

  Retrieval fulfillment specialist

  • Manage and fulfill requests for document retrieval and delivery services• Coordinate with clients or internal departments to understand document retrieval requirements and timelines• Utilize retrieval systems or databases to locate and retrieve requested documents or information• Ensure accuracy and completeness of retrieved documents, performing quality checks as necessary• Prepare documents for delivery or distribution, ensuring proper packaging and labeling• Arrange for shipping or courier services to ensure timely and secure delivery of documents• Maintain records and documentation of all retrieval and delivery activities• Follow standard operating procedures and guidelines to ensure compliance with legal and regulatory requirements• Collaborate with team members or stakeholders to resolve any issues or discrepancies related to document retrieval or delivery• Provide excellent customer service, addressing inquiries or concerns related to document retrieval services• Continuously monitor and improve retrieval and delivery processes to optimize efficiency and accuracy Show less

• 

  Wipro

  Oct 2020 - Mar 2023

  • Lead and supervise a team of service desk analysts, providing guidance and support• Coordinate and prioritize workload among team members to ensure efficient and timely issue resolution• Serve as an escalation point for complex or high-priority issues that require senior-level attention• Train and onboard new service desk analysts, providing them with the necessary knowledge and skills• Conduct performance evaluations and provide feedback to service desk analysts on their performance• Identify areas for improvement within the service desk team and implement process enhancements• Collaborate with other IT teams and stakeholders to improve service desk operations and customer satisfaction• Serve as a point of contact for major incidents or critical outages, ensuring effective communication and resolution• Maintain and analyze service desk metrics to identify trends, areas of improvement, and opportunities for increased efficiency• Stay updated with the latest industry trends and technologies to enhance the knowledge and skills of the service desk team• Foster a positive and collaborative team environment, promoting teamwork, motivation, and continuous learning. Show less • Provide advanced technical support and troubleshooting for complex IT issues escalated from Service Desk Analyst I• Mentor and guide Service Desk Analyst I team members, sharing expertise and assisting in their professional development• Collaborate with other IT teams to investigate and resolve more intricate technical problems and system issues• Participate in the development and improvement of Service Desk processes, procedures, and knowledge base articles• Conduct root cause analysis for recurring or critical incidents, identifying underlying issues and recommending proactive solutions• Assist in the implementation and maintenance of ITIL best practices within the Service Desk• Act as a subject matter expert (SME) for specific technologies, applications, or systems supported by the Service Desk• Escalate unresolved issues to higher-level support teams or external vendors, ensuring timely resolution and effective communication• Assist in user training and knowledge-sharing initiatives to enhance the skills and knowledge of the Service Desk team• Contribute to the creation and maintenance of technical documentation, including standard operating procedures (SOPs) and troubleshooting guides Show less • Provide first-line technical support and assistance to end-users via various channels (phone, email, chat, or in-person)• Resolve basic hardware, software, and network-related issues by following predefined procedures and troubleshooting steps• Log and track support requests in a ticketing system, ensuring accurate and detailed documentation of user interactions and issue resolutions• Escalate complex or unresolved issues to Service Desk Analyst II or appropriate support teams for further investigation and resolution• Assist with user account management, including account creation, password resets, and access permissions• Provide basic application support and guidance to users, helping them navigate and utilize software and tools effectively• Follow standard operating procedures (SOPs) and adhere to service level agreements (SLAs) for timely response and resolution of support requests• Continuously update knowledge base articles and documentation to facilitate self-service and improve resolution times• Maintain a professional and customer-oriented demeanor, actively listening to user concerns and providing clear and concise instructions or explanations• Collaborate with team members and seek assistance or knowledge sharing when needed• Participate in training programs and skill development activities to enhance technical knowledge and proficiency. Show less

  • Subject Matter Expert

    Jan 2021 - Mar 2023

  • Service Desk Analyst II

    Oct 2020 - Mar 2023

  • Global Service Desk I

    Oct 2020 - Dec 2020
• 

  Fully managed by telus business

  Apr 2023 - now

  • Serve as an advanced level of support within the service desk team• Handle complex technical issues and provide in-depth troubleshooting• Provide assistance and guidance to Junior Service Desk Analysts• Conduct root cause analysis to identify underlying issues and recommend proactive solutions• Manage and administer Microsoft Office 365 services and applications• Provision and configure user accounts, groups, and permissions within Office 365• Monitor and maintain the health and availability of Office 365 services and applications• Troubleshoot and resolve issues related to Office 365 services, including email, SharePoint, OneDrive, and Teams• Implement and manage security measures to protect Office 365 data and users• Configure and manage Exchange Online, including mailbox management, email routing, and security settings• Monitor and manage Office 365 licenses and subscriptions• Assist with migration projects to Office 365, including data migration, user onboarding & offboarding• Set up and configure VPN (Virtual Private Network) connections for remote access• Troubleshoot and resolve issues related to VPN connectivity and authentication• Provide user support and troubleshooting for VPN connectivity and configuration issues• Manage user accounts, groups, and permissions within Azure Active Directory (AAD)• Configure and enforce security policies for user authentication and access control• Integrate on-premises Active Directory with Azure Active Directory for hybrid identity management• Set up and manage Single Sign-On (SSO) for applications and services integrated with Azure AD• Implement and enforce Multi-Factor Authentication (MFA) for enhanced security• Monitor and audit user activity and access logs for security and compliance purposes• Configure and manage Azure AD Connect for synchronization between on-premises and Azure AD• Provide user support and troubleshooting for Azure AD-related issues Show less • Serve as an advanced level of support within the service desk team• Handle complex technical issues and provide in-depth troubleshooting• Provide assistance and guidance to Junior Service Desk Analysts• Conduct root cause analysis to identify underlying issues and recommend proactive solutions• Manage and administer Microsoft Office 365 services and applications• Provision and configure user accounts, groups, and permissions within Office 365• Monitor and maintain the health and availability of Office 365 services and applications• Troubleshoot and resolve issues related to Office 365 services, including email, SharePoint, OneDrive, and Teams• Implement and manage security measures to protect Office 365 data and users• Configure and manage Exchange Online, including mailbox management, email routing, and security settings• Monitor and manage Office 365 licenses and subscriptions• Assist with migration projects to Office 365, including data migration, user onboarding & offboarding• Set up and configure VPN (Virtual Private Network) connections for remote access• Troubleshoot and resolve issues related to VPN connectivity and authentication• Provide user support and troubleshooting for VPN connectivity and configuration issues• Manage user accounts, groups, and permissions within Azure Active Directory (AAD)• Configure and enforce security policies for user authentication and access control• Integrate on-premises Active Directory with Azure Active Directory for hybrid identity management• Set up and manage Single Sign-On (SSO) for applications and services integrated with Azure AD• Implement and enforce Multi-Factor Authentication (MFA) for enhanced security• Monitor and audit user activity and access logs for security and compliance purposes• Configure and manage Azure AD Connect for synchronization between on-premises and Azure AD• Provide user support and troubleshooting for Azure AD-related issues Show less

  • Senior Service Desk Analyst II

    Oct 2023 - now

  • Service Desk Analyst T1

    Apr 2023 - Dec 2023