Has a good working knowledge of Azure Cloud Computing, SCCM, Citrix, VMWare, Nutanix, Active Directory, System and Network Configuration Administration
Knowledge on OS : Old and latest Windows OS version 2011
MS Products version 2003 to latest 2016, Excel, Word, MS Teams
Powerpoint, OneNote, Outlook365, OWA, OneDrive, Sharepoint; ServiceNow, VMware Vsphere Client, Hyper-V, Citrix Cloud, Remote Assistance Tools (MRC, Remote Control Viewer, Dameware, Ultra VNC, MSRA), AZURE – cloud computing platform and services, Microsoft Registry editor, Powershell, MMC.
Virtual Desktop Infrastructure Engineer (August 8, 2022 - Present)
- Work as primary to 3rd level support for Virtual Desktops related concerns
- Build, set-up and configure Virtual Desktops
- Troubleshoot and remediate VDI HDD, VDA, SCCM, CU and OS, Network issues and other related issues
- Reset and Optimize FSLogix Profile
- Assist in root cause analysis, and act as liaison to different teams
- SENIOR SERVICE DESK ANALYST (September 2018 - August 2022)
Primarily works as Quality Analyst who audits and evaluates
Service Desk Analysts’ call, ticket and chat quality.
Conducts one-on-one coaching and mentoring to provide feedback (following the STAR and STAR-AR Approach) and improvement plans
Handles meeting and huddles to discuss on process updates, quality category updates, performance standing
Acts as POC or go to person when manager is not around
Manages call, chat and portal queue to ensure enough staff can cover the business needs
Reports updates, performance progress to Leads
Attends improvement plans and meetings with Leads
IT SERVICE DESK ANALYST (August 2015 - September 2018)
First point of contact, responsible for documenting all
requests/i----------- and provide efficient support for all issues relating to
servers, desktops, laptops and peripherals.
Provides technical support through phone, email or chat promptly and effectively
Diagnoses and resolving wide range of technical issues, take
ownership and seeing it through closure
Escalates concerns and issues where necessary to higher level support
Investigating and implementing ways to reduce calls (e.g. for Major issues, set up IVR)
Provides configuration support client desktop and networking
environment, Manages and configure citrix profile, outlook profile
Maps network folders, printers, shared drives
Monitors blocked emails
Manages distribution list, mailboxes hosted on O365
Creates and terminates direct line or extension numbers using CUCM
(Cisco Unified Communications Manager, Interaction Desktop)
Coordinates with resolving team and higher level support to ensure
customer’s concerns are addressed and get fixed
Conducted training session to newly hired Service Desk Analyst,
team’s point of contact
Runs report to determine team’s updates and status
Queue Manager (manages all i----------- and requests sent through email)
TECHNICAL SUPPORT ASSOCIATE (July 2013- August 2015)
Provide technical support to customers via phone (related to cable, internet and phone issue)
Sales. Proactive sharing of the services and products offered
Send a trouble call for unresolved concerns such as line issue/hardware problem
Awarded as Quality Assurance Top Contributor.
