Edward Robin

Experience

• 

  Wipro

  Apr 2018 - Feb 2024

  Worked as a Team leader handling a team of 20-25 members and handling new joiners as well in trainings.Good knowledge and understanding of Ticketing Tools of SAP CRM , FreshService Tool and ITIL process Troubleshooting issues related to SAP applications and managing user account in SAP using BOT and manually and managing user accounts in SAPUsed IAM Okta for international organization. Keeping checks of identity and access of members belonging to different groups and the functions they are able to perform.Monitoring Active directory user list for authorized access of Groups, Users and shared network folders and moving computers OUConfiguration and troubleshoots of networks and VPN related issue .Good experience on VMware Workspace ONE .Installation and handling all the issue of work profile apps on both android and iOS mobiles.Chasing SLA’s, handling VIP users, escalations and coordinating with vendors on escalated issue.Working on SCCM and fetching SCCM reports.Call, Email, and Remote access support provided to the end-users for issue resolution.Have good exposure to team management and known for excellent reputation for resolving problems on time. Providing trainings to new joiners and guiding them on their tickets .Creation and modification of new and existing SOPs for the client.Managing and implementation of monthly shift rosters Show less

  • Senior Technical Support Analyst working for Client (Colgate-Palmolive)

    Feb 2020 - Feb 2024

  • End user support

    Apr 2018 - Feb 2020
• 

  Morningstar

  Feb 2024 - now

  Senior Employee Support Analyst