Service Desk Analyst - Wipro Technologies - Hyderabad
(2021-06 - 2022-09)
Project: Anthem
- Troubleshooting on virtual machines, VPN, Citrix environment.
- Worked on issues related to Business applications, Email login issues in mobile devices, RSA troubleshooting, outlook troubleshooting.
- Handling system login, Space clean up, Drive mapping Issues.
- Worked as Active Team Lead for 10 months as per the project requirement.
- Managing the team of 15 associates joined as fresher.
- Creating progress reports and daily performance reports through Dashboards.
- Guiding the associates about the troubleshooting steps.
- Assisting team to complete the assigned work efficiently on time.
Senior Analyst - HCL Technologies - Noida
(2016-08 - 2020-04)
Domain: Global Access Management (GAM). Project: TRAFIGURA
- Provisioning/De-provisioning the Users access as per the JOB/ROLE functions templates.
- Recertification & Revalidation of user access on different platforms such as Active Directory and other desktop based.
- Handling Access issues and incidents.
- Creating IT account of the users to bring them On board using multiple tools such as ARS (Active Role Server), Active Directory.
- Managing the accesses of the users.
- Worked on tools like ACTIVE DIRECTORY, CITRIX – XENAPP(Ver.75,76), EXCHANGE MANAGEMENT CONSOLE, ACTIVE ROLE SERVER, AVAYA CONSOLE, CRS FRONT END and other tools on daily basis performing all important functions like Add, Delete, Update, Password Reset, Global Shared Drive s folder accesses and Inheritance.
- Handling escalations over call by taking users system on remote & some time face to face for providing instant and accurate resolution to the customers.
- Troubleshooting on Virtual machines and VPN connections for Trafigura Clients.
- Troubleshooting on Citrix environment, Including RSA security console And Outlook related issues
Senior Technical Analyst - Wipro - Noida
(2014-04 - 2016-08)
Project: Talk-Talk
- Handled the incident management request and IMRs.
- Good knowledge of risk management, vulnerability management.
- Troubleshooting on Virtual machines and VPN connections for Traf Clients.
- Troubleshooting on Citrix environment, Including RSA security console And Outlook related issues
Customer Service Executive - Concentrix - Gurgaon
(2013-08 - 2014-03)
Project: HP
- Providing the HP Products to Small Media Business according to the requirement.
- Knowledge of HP Laptops, Desktops, Printers, Workstations etc.
