Chetan Gurjar

System & Network Admin @Enoah

Indore, IN

Responding to incoming support requests via phone, email, or ticketing systemProviding technical troubleshooting and technical assistance for common issues such as password resets, NT id unlock, Group Policies access, required software installations, network connectivity problems, and hardware malfunctionsFollowing standard operating procedures (SOPs) and knowledge base articles to resolve issues efficiently.Providing excellent customer service, ensuring prompt and accurate responses to inquiriesTaking ownership of escalated tickets from process and providing advanced troubleshooting and resolutionConducting in-depth analysis of software, hardware, or network-related problemsCollaborating with other technical teams and vendors to resolve complex issues like- Server Team, Noc Team, Internet Team, Email Team.Mentoring and providing guidance to Fresher\'sParticipating in root cause analysis and problem management to prevent recurring issuesExperience troubleshooting and configuring desktop hardware and associated peripherals.Experience in Multi-Factor AuthenticationExperience in Virtual Desktop Instances (Citrix)Experience in VPN ToolsExperience in Service Desk Ticketing Tool Service Now.Ability to work in a team environment and communicate effectively through chat systems (EXP:Cyber Arc, Microsoft teams, Zoom)Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.Real time Ticket creation and documentation.Ability to perform tasks within SLA\'s.Escalate unresolved issues to the next level of support personnel.Monitoring & Providing resolutions on Incidents and Problems.Knowledge on Windows Servers and Backups, Active Directory.

Devi Ahilya Vishwavidyalaya (DAVV), Indore

Bsc

Jetking indore Learning centre

Diploma in cloud computing