Senior Help Desk Engineer - Bank of New York Mellon PVT. LTD - BKT Newton Technology Service
(2023-05 - 2025-05)
Played as a senior help desk engineer who takes care of software installation, access management, application-oriented issues and remote troubleshooting to all BNY users across the globe.
- Hands on experience in service now and Jira ticketing platforms.
- Providing first point of contact to Bank users for all types of software installation through SCCM or power shell when SCCM fails up. Users been given remote assistance and guidance to install and perform application after successful installation over teams, windows remote assistance and Bomgar representative console.
- Assisted users with password unlock, resets and issues with Active directory. Added users based upon their requests on the roles required also guided them to raise responsible access hub requests as per the company policy. Also acted as a mediator with Global access team for provisioning access and prioritize their requests.
- Helped users with all Microsoft related issues which included word, excel, power point and various outlook issues, printer installation and repair.
Lead - Red Black Tree Technologies PVT LTD - Viking Cruises
(2022-05 - 2023-05)
Played a Lead role which contains queue management, ticket assigning, providing coaching and technical assistance to agents for meeting the client requirements.
- Got hands on experience in configuring and troubleshooting Polycom and Wyse terminals.
- Learnt about functions and usage, various types of issues in Genesys application, password reset, MFA reset, application support which includes word, excel, power point, outlook, printer and all office applications.
- Learnt about audio and video issues in teams, microphone issues in Jabra headset various head set issues and their solutions, different scenarios. Configuration of Laptop with basic application set up.
Back-End Application Support - Micro Academy PVT LTD - BNY Mellon Technology Service Centre
(2019-12 - 2021-07)
Providing back-end application support for Bank of New Mellon Users which include user password unlock and reset on various application, installation and repair, of Office365 applications like word, excel, power point, outlook, visio, access.
- It also includes the performance of the applications like excel or word crash, team's audio and video issues, unable to share screen on teams.
- It includes various outlook issues like connectivity issues with exchange, mail box setup, limitations of mail box size, creating and managing set of rules, issues with .OST files. sending and receiving emails, outlook plugins, unable to send attachments, outlook freezing issues, retention policy, unable to open outlook, creating a new profile, outlook licenses issue.
- Dealt with shared mailbox access issues and other issues such as: Unable to view certain folders in shared mail box, configuration of shared mailbox, map a network drive, accessing and issues with shared drive. Also had hands on experience with VDS and VPN connectivity issues, printer sharing.
- Hands on experience in dealing issues with Active Directory, resetting password in AD, providing access to Users, adding a machine in Active Directory, checking the necessary group details needed for a User to access applications on their specific role.
- Hands on experience with software installation which Users use on daily basis from software center, if not push or deploy the software from the utility manager tool or deployed from SCCM power shell.
Customer support officer - CSS CORP PVT LTD - Alcatel Lucent Enterprise - ETAS division
(2016-04 - 2019-11)
First point of contact to Business Partners in routing their queries to concerned teams in order to solve issues in a swift manner by following webby tool
- Done multi-tasking in solving partners issue through email, chat, voice and web support.
- Responsible for shift hand overs to make sure tickets are being taken care in timely and precise manner with following correct routing matrix, which comprises of 64 routing formulas.
- Handling business partners issues in different time zone including APAC, EMEA and US zones where in each zone has different routing, escalation and certification, checks and pre requisites eligible for a case creation.
Senior Consultant - Sutherland Global Services
(2015-10 - 2016-01)
Senior Consultant providing MICROSOFT Chat Support
Network Engineer Tier-I - Eljay Engineering India Pvt. Ltd - NOC
(2008-04 - 2009-06)
One plus year experience in NOC, monitoring the customer network, troubleshooting remotely data and voice related issues.
- Troubleshooting IP Phone, voice mail issues, Internet related problems.
- Got technical knowledge in PBX, telephony architecture and learnt different network topology. Had hands on experience in simulating small network topologies.
- Solving the customer issues with vendor support and hands on experience dealing with different kinds of issues with CISCO TAC engineer.
Application Engineer - Cyber Net Slash Support
(2005-07 - 2008-03)
- Installing and troubleshooting the issues related to network adapters (wired and wireless), Cable/DSL modems, hubs switches and Bridges.
- Configuration and management of broadband routers (wired and wireless)
- Providing support to range extenders, Access points.
- Mentored the new joiners in the team and gave them support & suggestions to improve their quality and performance
- Handled more number of escalation calls
- Setting up the goals for KRA and achieved the same
- Participated in Product Expert Assessment on Wireless Routers
- Prepared an analysis on the basis of Customer Satisfaction Reports
