Shemaz Parven

Experience

• 

  DXC Technology

  Feb 2019 - now

  Train the new joiners to the Project and monitor their performance by Nesting. Perform analysis and come up with action plan for AHT/FCR/SLA/CSAT when not met. Developing and Implementing SLA performance improvement / enhancement plans. • Active involvement in driving P1/P2 Incidents across the ICO team members to ensure process adherence. Critical incidentmanagement. Lead Daily performance meeting review with Account process managers and Team.• Coordinate with vendors, contractors, clients, and End users to assure a smooth implementation and operations of new systems/applications. Show less Provided functional and technical support for User’s requests and queries.• Troubleshooting VPN issues of RSA console, Networking, LAN/WAN, Firewalls and servers.• Performing password resets on IP UNIX server, Linux servers using Putty tool, Password resets on Windows server & Mainframe.• Assisting users with O365 product issues• Assisting users with the AZURE Multi-Factor Authenticator Registration & and troubleshooting.• Creating incident and change tickets and escalating them to the concerned teams with the Service Now ticketing tool Show less

  • Associate Service Delivery Coordinator

    Aug 2021 - now

  • Technical Support Engineer

    Feb 2019 - Aug 2021