Alok Chaturvedi

Experience

• 

  DTDC Courier & Cargo Ltd.

  Jun 2016 - Feb 2018

  IT Executive

  IT Helpdesk.Desktop Support.Monitoring the network performance.Remote Support for the outstation users.OS installation configuration and manages.MS office installation and data migration to the other system.Data Backup.Linux Server manage and various update patch installation.Hardware/ Software installation and manages.User training for the various implimantions in operations software.

• 

  Isourse

  Feb 2018 - Sept 2019

  Network Engineer

  Network redesign for branches / Campus Locations.Settings of the networking devices (Cisco Router, switches) co-coordinating with the system/Network administrator during implementation.Working on FortiGate (Fortinet 60E, 50E) Firewalls.Upgrading and backups of Cisco router configuration files, FortiGate firewall configurations, Zone director/WAC.Implementing security policies using WAC, Firewall, IPSEC, SSL, VPN, etc.Troubleshooting of LAN/WAN infrastructure.Upgrading and backups of Cisco router configuration files, FortiGate firewall configurations, Zone director/WAC.Installation, Configuration and Administration of Windows XP,7,8,10, MS Office 7/10/13/16, DNS, DHCP, Linux OS under various LAN and WAN environments.Resolving the day-to-day technical problem faced by various users.Managing the cloud-based mail domain.Implementing and maintaining local backup .Remote Support for the outstation users.Installations and configuring various software and hardware. Show less

• 

  Optum

  Sept 2019 - now

  Incidence Management: Working on escalated or high priority tickets.Coordinating with different teams to resolve or escalate the issue.Updating / Sending communication to leadership for the high priority incidents.Attending war rooms for high priority incidents.Team Management :Creating Roster for the team.Working on various reports for qualitative analysis of the team. Monitor team performance and report on metrics.Taking huddle sessions with team. Other Responsibilities:Working on automation task for team using VBA, Power Automate etc.Creating Dashboards on ServiceNow and excel.SharePoint Page Development and access management. Show less Responsibility :Dedicated support for VCC & Genesys Application:Voice Support for VCC and Genesys related issues.Remote Support using Bomgar.Reinstalling the application if required using DSM job.Recreating the user profile if required.Verifying the skill details and account configurations from genesys admin tool.Creating Web page for team.Non-Voice support:Handling Citrix and VDI issues.Microsoft Office 365 application supportSupporting the end users remotely on chat.Working on ServiceNow ticketing tool.Troubleshooting for VPN issue and network issue. Show less

  • Tech Support Analyst

    Apr 2021 - now

  • Technical Support Analyst II

    Sept 2019 - Apr 2021