Supporting clients with I.T issues in a timely and professional manner.
Ensuring SLAs and customer service standards are met.Managing iOS and Android devices like mobile phones and iPads through Microsoft Intune.Performing monthly Windows machine patching and application deployments using SCCM 2012.Microsoft Server 2012 and 2016 administration, along with Active Directory skills and experience.Performing server health checks and group policy administration.Providing support for MS Exchange Server 2013.Azure Active Directory administration.Management of Konica Minolta printers via YSOFT and troubleshooting printer issues.Handling incidents, service requests, and change management using BMC Remedy force tool.Knowledge of ServiceNow ITSM Platform.Timely and professional follow-up on all calls, with quick identification and control of high-priority issues.Troubleshooting MS Office 2016 and Office 365 issues.O365 mailbox, distribution list, and shared mailbox creations.Troubleshooting Outlook issues.Installing software and troubleshooting application-related issues.Managing hardware and software CMDB.Coordinating with vendors to troubleshoot issues.Providing on-call and on-site support.Troubleshooting network, VPN, and switch-related issues.Monitoring SCOM and Nagios alerts and resolving the issues.Managing user accounts, assembling desks for new users, and performing desk moves as required.Promptly responding to user issues via email, phone, and in person.Providing support to VIP users.Experience in diagnosing and supporting AV systems like Polycom.Excellent troubleshooting, multitasking, problem-solving, and time management skills.Experience with Toshiba, Dell, Microsoft Surface, Lenovo, HP, and Mac laptops.Re-imaging laptops.Working on Windows 10, 8, and 7 machines and troubleshooting issues.Microsoft System Center 2016 Virtual Machine Manager support and administration.Providing support for OneDrive, SharePoint, and Microsoft Teams.Providing Tier 1 and Tier 2 support to customers, developing, maintaining, and managing relationships with customers.Strong Windows Server / Active Directory skills and experience (Win 2012 GPO, DNS, DHCP).Providing remote support through phone and other tools like RDP, Team Viewer, and Skype for Business.Troubleshooting network issues (LAN, Wi-Fi issues).Monitoring security patch updates.Good hands-on knowledge of compliance and security pertaining to patching Windows.
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