Experience

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  Hcl tech

  Oct 2022 - now

  Technical support analyst

  Monitoring Tickets to avoid any Service Level Agreement (SLA’s) breach. Troubleshooting end-user issues related to Software, Hardware, Share-Points, Email, Connectivity, Operating Systems, VPN, Drivers, OneDrive, etc. Installing applications on end-user’s machines through Remote sessions. Provided remote support using Team Viewer and Tight VNC. Troubleshooting issues through Office 365 Admin as Resetting Passwords, Providing Licensing, Managing Mailboxes, Providing Access for applications, Managing Active Directory Groups, Providing Bit-Locker keys, etc. Working on Active Directory for password reset, account unlock, hostname addition, group addition/removal. Helping users to setup the Multifactor Authenticator via Microsoft authenticator application. Updating pending tickets with timely, precise, and accurate procedures. Following up with end-users for the closure of pending tickets. Providing support for the installation of VDI (virtual desktop infrastructure) for end-users. Providing Support to the users in VM Ware Horizon using VM Ware Admin Console. Providing executive support in the absence of the L2 support team. Troubleshooting VPN related issues (Cisco Any Connect). Configuring and supporting all enterprise mobile applications like Teams, Workday, Outlook, Etc. Handling Escalated tickets and Outages. Joining bridge calls with all required team members and users in the process of Outage. Helped users in mapping the network drives inside and outside the Virtual desktop. Show less

• 

  Hcltech

  Oct 2022 - now

  Analyst