Shirley Mercy

Around 6 years of experience in System Administration, Data Processing and Process Development, related to Windows Installation and Coordinated the Process team with good Planning skills.

To work learn and grow in a challenging and professional.

Responsibilities

Queue Management in Ticketing and Distribution of tickets according to the agents and Different

Assignment Queue.

Handling shifts with call/chat volume

Proficient in handling escalated calls 2nd Level remote desktop Technical Support to end-users.

Handled executive Calls/chats.

Managed Collaboration Tool posts

Prepare Monthly Newsletter for the Team using sway

Dashboard (Content Manager for Dashboard)

And used Genesis Reporting Tool

Creation and publishing of Knowledge Articles

Handled Access management Tickets

Hands on exchange creation (DL, ADL , o365 groups ,

mailbox , calendar , meeting rooms and etc. )

Hands on Active Directory (service account creation,

Ldap Account, Security group and User access)

Bachelors in computer applications