System Administrator - Starlinks Global - Manchester, UK
(2022-07)
As a System Administrator for IT Helpdesk supports and collaborate with our parent company's IT Team. In-house Troubleshooting, Microsoft 365 licensing, Hardware & Software setup & Active Directory Domain Services are the main activities.
- Accountable for managing the 1st and 2nd Line support queue professionally and efficiently, prioritizing and resolving calls in line with SLAs.
- Providing 1st and 2nd Line support for all Colleagues via phone, email, remote capability, or face-to-face, undertaking in-depth diagnosis, escalating to 3rd Line support where applicable.
- Closely work with development and platform delivery engineering teams (Networks, DBA, and Infrastructure) to deliver and continually improve our customer-facing services.
- Taking care of new joiners and leavers and also based on the requirements, facilitating purchasing of Hardware accessories (Desktop, Laptops, and Headphones).
- Installation of PC hardware. Build & Re-built laptops using In-tune.
- End-to-end stock management activities including asset recording and tracking.
- Expertise in Microsoft Office 365, Active Directory, On-Prem/Virtual/Azure, Group Policy, Exchange Server, Endpoint & One Drive.
1st / 2nd IT Support Engineer - Kalibrate Technologies - Manchester, UK
(2021-10 - 2022-05)
As a 1st / 2nd IT Support Engineer works mainly with Internal and External Clients. Helps the associate with the necessary hardware and software support, fixing technical issues resolve complaints without any delays.
- Log all the tickets in the triage system / Jira tool. Managed on-call, remote, and in-person troubleshooting of all the technical IT incidents tickets and report all the metrics in Kanban Dashboards.
- Hands-on experience on PC upgrades using Intune, including data backups and SharePoint restore also provided support in setting up Laptops for new joiners and work-from-home associates.
- Proactively identified infra IT issues seen in the environment, fixed many issues on time, and updated knowledge of new technologies and innovations in the PC environment.
- Work with end users to solve technical issues on time and assist them in avoiding future issues.
- Experienced in Windows OS and O365 Environment - Office/ SharePoint/ Intune, etc. Ability to install and configure hardware (PCs, Printers, Scanners, etc.)
- Ensure all asset information is accurately recorded and maintain IT types of equipment, also tracked and maintained cost recovery of products and services and reported back to management and customers.
- Maintained PC storage processes that confirm security policy and expertise in supporting annual audits.
Operations Engineer - TATA Consultancy Services - Warrington, UK
(2019-02 - 2021-10)
Worked as Operations Engineer for Scottish Power project in TCS handling all customer complaints and resolving them by providing a valid solution. IT support team in the project helps the associate with the necessary hardware and software support, fixing technical issues on time to help them resolve complaints without any delay.
- Managed on-call, remote, and in-person technical IT incidents logged global service desk, updating status step by step until resolution and reporting all metrics through excel and Kanban Dashboards
- Hands-on experience on PC upgrades using processes like Intune, including data backups and restore. And also provided support in setting up around 700+ Laptops for new joiners and work-from-home associates.
- Documented processes ensuring they are relevant and up to date for the tasks associated with the role for the team members to pick and work.
- Proactively identified infra IT issues seen in the environment, fixed many issues on time, and updated knowledge of new technologies and innovations in the PC environment.
- Tracking and updating asset management records to accurately account for the movement of every laptop, and accessory in the inventory. Also tracked and maintained cost recovery of products and services and reported back to management and customers.
IT Support Engineer - TATA Consultancy Services - India
(2009-12 - 2014-06)
The market research domain of the AC Nielsen retail project is responsible for aggregating the shop-level of products sale, applying analytical skills, and project sales output to the companies and manufacturers to improve sales radically.
- Internal / External regulars will raise tickets via phone calls, chat, and emails and log the tickets. Acted as a single point of contact to resolve the tickets/ issues like Software / Hardware problems, Password reset, Cisco/ Avaya phones troubleshooting, Meeting Projectors, various applications like Mainframe (JCL, Dataset), and Citrix issues. Uphold the LAN/ WAN and networks.
- If the tickets are not related to the team, ensure redirect to the relevant team (i.e.: infrastructure / Admin issues)
- Expertise in finding shrinkage of the sales and analyzing to find the retail price of the product, resolution of production, and selling method.
Trade Advisor - Barclays Shared Services
(2014-08 - 2019-02)
Worked as Trade Advisor in the Trade operations team at Barclays Shared Services using automation to validate the documents by applying URC522 / UCP600 rules for each Trade transaction. The team is also responsible for implementing KYC / AML process for new and existing clients.
- Identification and verification of documents, Performing KYC, CDD (Customer Due Diligence) & EDD (Enhanced Due Diligence) for onboarding Clients (Wealth accounts) in Investment banking.
- Scrutinizing details for Source of Funds, Wealth and Nature of Business, Products and identifying the risk associated, analyzing documentation, and ensuring the findings or issues are escalated to the FCU (Finance crime Unit) team where appropriate and getting their approval before on-boarding the clients.
- Ensuring conformity with your customer /customer due diligence and Anti-money laundering (KYC/CDD & AML) standards and ensuring the findings or issues are escalated to the FCU (Finance crime Unit) team where appropriate and getting their approval before on-boarding the clients.
Customer Service Representative - OPTIMUS Global Services
(2007-08 - 2009-12)
Optimus handled the customer database of ICICI bank. The sales and service team will resolve the customer issues and provide feedback to the bank on improvement ideas to resolve the issue in the future.
- Making outbound calls to ICICI bank's existing customers and resolving customer queries (Loans and all retail products), also suggesting best deals to avail new products with effective communication and customer handling abilities.
- Generating hourly reports with the average handling time (AHT) to make team achieve the SLA.
