West Bengal, India
• Provided comprehensive Technical support as an IT Service Desk Analyst at Wipro Limited, ensuring efficient issue resolution. • Utilized Active Directory and ITIL best practices to manage software, printer, and network drive-related issues. • Developed strong customer relationships through effective communication and problem-solving skills. • Contributed to team management and collaboration, enhancing overall service delivery in a fast-paced environment.
Designation : Technical Support Analyst • Knowledge on Active Directory for Password reset of Domain accounts, Admin accounts, Generic accounts, Account management, Bit Locker related issues, Mailbox access and Outlook DL management. • Skills on troubleshooting Exchange and Office 365 issues, working with Exchange team adding Office 365 license in user profile, help Clients setting up updated version of Office 365 applications and troubleshooting it. • Administration of Mailboxes and user accounts. Troubleshoot OWA issue and Outlook related issue. • Knowledge on creating Shared mailbox and Distribution lists through Exchange Admin portal and adding members to it. • Creating new Security Groups through AD and providing different level of access to the End users. • Knowledge on troubleshooting Virtual machine for End Users, resetting their Citrix profile and restarting Virtual machine through Citrix Director. • Knowledge on creating Network/Shared drives in different servers and configuring the drives in user PC. • Monitored business applications via Remote Assistance/quick assist, supporting end user on Network Drive and Printer mapping and issues related to printer showing offline. • Outstanding background in the field of troubleshooting several technical applications in Windows 7 and Windows 10. Assisting End users resolving their Software and Hardware issues like BSOD in efficient manners. • Good Knowledge of Networking and Internet connectivity issues for Desktop, Laptops & Portable systems. • Handling escalation calls from clients ensuring that all possible actions were taken and give Client best Service experience. • Preparing Knowledge Base articles and daily reports based on Incident count from Service Now and sending them to upper management with individual case history. Mentored, motivated and trained team to deliver first class Client service aligned with business objectives.