. Providing remote resolution support for domaindesktop, laptop, network Printer, and blackberry
. Managing infrastructure for Educational Testing Service, one of the oldest educational consulting
services which caters to school districts, institutions, businesses, and government agencies in the US.
. Troubleshooting and coordinating with higher levels to resolve issues which include VPN, wireless,
Microsoft exchange, active directory and ETS account specific applications.
. Administrating connected backup software which includes client data backup and restoration,
user account administration and troubleshooting backup failures on client and server side.
. Creating and analyzing bimonthly bypass reports in accordance with the standards
targeted towards getting the level of complexity simplified at each level of support.
. Focusing towards filtering down the work at Level, which in turn lowers the cost of ticket resolution
for the organization.
. Maintaining account standards across the resources with respect to service delivery for quarterly
Quality Audits done by business excellence.
. Representing Level in the daily workflow meetings to discuss process specific technical issues,
and reviewing SLA compliance for each day.
. Spearheading technical and communication dissatisfaction analysis and participating in
discussions pertaining to training opportunities amongst Level.
. Preparing weekly documentation for the Level and maintaining the productivity, SLA, metric, and
weekly reports according to the quality standards.
. In depth working knowledge of CRM tools like Remedy and Unicenter Service Desk USD