About Me

• Best performance award 2019 at Dell Technology.
• MS SQL certificate completed in soft skill in IBM.
• To answer incoming calls, tracks all information in a call tracking system and to use a knowledge base tool al...incoming calls, tracks all information in a call tracking system and to use a knowledge base tool along with the expertise to resolve all incidents in accordance to organizational SLA
• To take emails and chat and create ticket according to the issue and respond back to the email and provide the ticket number and sending the follow up to the team for resolution.
• To provide investigation, diagnosis, resolution and recovery for hardware/software problems and if unable to resolve, escalate to second or third level in accordance with Service Desk escalation processes.
• To manage service requests, software installations, new computer setups, upgrades and record them in service now ticketing tool.
• To escalate unresolved problems/issues/requests to the proper tier2 and tier3 support teams by following appropriate functional and hierarchic escalation matrix.
• To follow standard Service Desk operating procedures and accurately log all Service Desk incidents in service now ticketing tool. remedy
• To maintain and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
• To ensure the assigned vendor or IT support staff resolve their assigned incidents and work orders within SLA metrics and close them out properly.