Naveen Kumar yv

Service Desk Support Engineer

Talent

Chennai, Chennai districtMember since August 23, 2023

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About

To attain a position in a growth-oriented company where I can use my strong organizational and technical skills to contribute to the company's success. I am also seeking a position that will allow me to continue developing my abilities while contributing to the goals of the organization.

Experience

To Work on Active Directory and Service Level
To work on Service Now – Change, Task, Incidents.
To Work on exchange servers.
To work on MS Office technical and Outlook issues.
To Troubleshoot Azure administration security information
Azure information protection
Azure databases
Cloud computing
To check and connect over SSCM and work on VPN issues and RSA connectivity issues.
To work on Distribution Lists & internet browser and wi-fi handling issues.
To troubleshoot and install client software and installation
To Create daily reports and maintain the Incident management
To manage the team of L1 & L2 Service desk support.
The project worked with Workforce and Workday.
Manage SLA for the ticket and create the dashboards for the team accordingly.
To have regular sessions and interactions with clients and project heads and get to know the updates.
Creating the SOPs and KB Articles for the new process and training the team for it.
Creating the Weekly & Monthly Presentations and Dashboard for the support team.
Maintaining the Headcount and utilization in SOW for the support team in the project.
Monitoring the calls, auditing, and giving feedback regularly to the team for improvement.
Providing quality scores to the team for handling tickets and how efficiently engineers work.
Salesforce and Amazon Connect are used for ticketing and calls and are able to route the calls according to the queue. And Marquee tool to operate the live status of Agent Wallboard.