Kanchan .

Experience

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  Manav Rachna University

  Sept 2014 - Dec 2017

  IT Support Technician

   Installation and Troubleshooting of Windows Desktop based Operating system (Xp, Vista, win 7, win 8.1, and win 10). Scheduled User backups and restoration on their request.  Configuring and managing of Outlook related issue of the users on version 2013, 2016 & office 365. Citrix Receiver installation and configuration. Configuring and providing users the printer access on user Request.  Java related issues. Device driver related issues. Worked on helpline tool. Managed and resolved the laptop related issues Troubleshooting issues related to software & hardware. Windows installation & configuration (win xp, win 7,win 8.1, and win 10). Show less

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  HCLTech

  Feb 2023 - Aug 2024

  Specialist

   Facilitate E2E coordination of critical incidents occurring in client environment (Business applications and infrastructure) Initiating Bridge Calls and coordinating with the resolver groups until the issue is resolved. Coordination of technical restoration actions and plans for Major Incidents, P1 and P2 incidents in a multi-supplier ecosystem Ensuring outages are E2E driven by maintaining authority during technical bridges for faster and successful resolution Be involved in the incident review phase (Post Incident and Root Cause reviews) Liaises with High Priority Incident Manager counterparts and proactively remain cognizant of industry trends to develop and promote best practice. Work on assignments that are complex in nature, where independent action and a very high degree of initiative are required to resolve the problem and develop solutions to the problems. Facilitate technical decision making with client leadership for actions including changes and workarounds Flexible to work in rotational shift 24x7. Manage 3rd party engagement where required, monitor progress, and escalate as needed. Facilitate technical decision making with Genpact delivery leads and customer/account personnel for actions including changes and workarounds. Lead or work as part of a team, which may be virtual, global, and/or multifunctional, and addressing highly complex issues. Trusted advisor inside and outside team/technology area. Ensure hyper care management with vendors and client counterparts Enable continuous service improvements with learnings and historical patterns Providing Support to all Users/ internal team on Zoom Meeting. Handling P1/P2 incident in SNOW tool Show less