Experience

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  American express

  Jul 2021 - Jul 2023

  Remote desktop engineer

  • Deep understanding of remote desktop technologies and protocols such as Microsoft Remote Desktop Services (RDS), Citrix XenApp/XenDesktop, VMware Horizon, or other similar solutions. Familiar with the installation, configuration, and troubleshooting of these technologies.• Expertise in virtualization technologies like VMware vSphere, Microsoft Hyper-V, or Citrix XenServer. Understanding of the concepts of virtual machines (VMs), virtual networking, and virtual storage in order to manage virtual desktop environments effectively.• Take care of networking isssues like, TCP/IP, DNS, DHCP, VPNs, firewalls, and network troubleshooting. • Well-versed in various operating systems, including Windows, Linux, or macOS. They have a comprehensive understanding of the configuration, deployment, and management of these operating systems within virtual desktop environments.• Monitor and analyze the performance of remote desktop environments. They are skilled in using performance monitoring tools and techniques to identify and resolve performance bottlenecks, optimize resource allocation, and ensure smooth user experiences.• Troubleshooting complex technical issues related to remote desktop services and have to diagnose and resolve issues related to connectivity, application compatibility, performance, or system errors.• Collaborationg with virtual teams have effectively communicate with end-users, stakeholders, and colleagues to understand requirements, provide technical support, and document solutions.• Maintain comprehensive documentation of configurations, troubleshooting steps, and system changes. As Remote Desktop Engineer, I have to create clear and concise reports, detailing system performance, incidents, and resolutions. This documentation aids in knowledge sharing, troubleshooting, and future planning. Show less

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  Avaso technology solutions

  Jul 2023 - Aug 2024

  Sr. service analyst

  • Act as a strong communication channel between Company’s global clients, Field engineers, and other internal teams.• Coordinate with the different teams (Service delivery, PMO, Field Ops, etc.) todeliverassigned tasks/projects successfully.• Ticket/Incident Management – Respond to received tickets within defined SLAs, Log and assign tickets to respective in-country Field Engineers.• Monitoring – To monitor the progress of work being executed under anassigned ticket onsite by the Field Engineer.• Closure – Collect Service reports from the FE post-work completion, review them, and submit them to the client for closure while closing the ticket in the AVASO ITSM System.• Escalation Handling - Handle the first line ofservice delivery escalations, investigate with the respective Field Engineer to prepare and submit RCA to the Line Manager.• Maintain the incident/ticket health in the AVASO ITSM system by keeping them up to date. Show less