Mrinal
Technical Analyst @Teleperformance
- Role
- IT Support Specialist at TP
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Mrinal
Experienced Technical Analyst with over 3+ years of expertise in providing technical…
Experience
IT Support Specialist
Aug 2024 — Present · Gurugram, IN
o While working for Teleperformance (GBS-IT), I an a part of the inaugural IT batch for Greece, serving over internal users within the organization. In my role, I specialize in VPN solutions, device management, VMware Horizon, and addressing user queries related to the Work-at-Home Anywhere (WAHA) setup.o Manage Azure Active Directory and Identity Access Management (IAM) solutions toensure secure and seamless authentication and authorization processes.o Collaborated with cross-functional teams using Agile and Scrum methodologies to delivertechnical support solutions and process improvements within sprint cycles.o Analyzed incidents and developed strategies to improve resolution times, achieving a 20%reduction through effective root-cause analysis and documentation.o Providing technical support for hardware and software issues across PCs, Laptops, MACs,Tablets, Mobile Phones, and Printers.o Prioritize and manage the incident backlog using ITSM ServiceNow, ensuring timely resolution of critical issues and adherence to SLAs with the help of available Knowledge articles.o Troubleshot issues related to Windows OS, Office Suites, VPN, VDI, Active Directory,Exchange and Sabre.o Supporting on issues related to VDI/Citrix, VPNs, Avaya, Cisco telephony, and OneDrive.o Adept in technologies like SQL for data extraction, cleaning and transformation and creating visual insights to automate the workflow.o Providing support to a diverse user base across EMEA and APAC regions, ensuringseamless IT operations.
Education
Gandhi Institute for Technological Advancement
Bachelor of Technology, Electronics and Communications Engineering
2016 — 2020
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