I’ve been on the Request Fulfillment Management Team for over 10 years. My responsibilities were fulfilling requests for Profile Migration, Software Deployment, Onboarding, Messaging, Telephony, and Mobile Wireless. However, the primary tasks were profile migration and software deployment.
? Software Deployment:
• Expertise in deploying/installing software applications on the client’s machine through CDP or Active Directory such as MS Office, Adobe, and other CITI applications.
• Coordinating with the client to verify the request or missing information via Skype and email.
• Remoting the client’s machine through Skype/teams Windows Remote Assistance, Remote Desktop Connection, CyberArk, or WAIS to activate the license key or troubleshoot purposes.
• Solving numerous issues and problems concerning software applications.
• Completing tasks on time.
? Profile Migration:
• Assigning profile migration orders equally to RFM agents.
• Coordinating with support in processing profile migration requests. Including NT account, drive, mailbox, skype/teams account, O365 License, BYOD profile, and telephony.
• Verify that the details on the request are correct by sending an initial email to the user.
• Send instructions on how to perform a password reset once a new account has been created.
• Create i----------- tickets through ServiceNow for the creation of a new Cloud Desktop machine if required and assign them to the correct resolver group.
• Regularly monitoring the status of the migration.
• Send follow-up emails to the support team if their task is still pending.
• Updating user/contact person regularly through email.
• Migrating user mobility if required.
• Raising Citi Marketplace request for the O365 License of the user.
• Creating i----------- tickets through ServiceNow for the migration of telephony.
• Raising Citi Marketplace request for the deletion of the user's old account.
• Updating the daily tracker of Profile migration on Sharepoint daily.
• To ensure the user's new account works before closing the request.
? On-Boarding:
• Analyzing the exact request of the user.
• Creating a user mailbox through Voyager.
• Send instructions through email on how to perform a password reset.
• Raising Citi Marketplace request for user O365 License.
• Transferring task/item if not supported by the team.
• Completing tasks on time.
? Messaging:
• Basic knowledge of messaging.
• Creating/deleting mailboxes through Voyager.
• Creating personal archives.
• Setting up Out of Office on user mailbox through Windows PowerShell.
• Granting full access to the mailbox to the user as requested through the Exchange Admin Center (EAC).
• Completing tasks on time.
? Telephony:
• Basic knowledge of telephony.
• Analyzing the exact request of the user.
• Adding/canceling / re-assigning Avaya extension through Avaya Site Administration (ASA).
• Adding/canceling / re-assigning Cisco extension through Cisco Unified CM Administration (CUCM).
• Checking and allocating available Cisco extensions through Pinnacle.
• Double checking if the Cisco extension to be assigned is available on Cisco IPT Tools.
• Completing tasks on time.
? Mobility:
• Basic knowledge of mobility.
• Adding/removing / re-activating BYOD profile through Wireless Management Console (WMC).
• Analyzing the exact request of the user.
• Completing tasks on time.
