Sandesh Hc
Command Center(NOC)
- Role
- Command Center at Tata Consultancy Services
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
Experience
Command Center
Jun 2018 — Present · Bengaluru, IN
Support customers with IT-related problems, functioning as the first point of contact between users and the company. Resolve issues and address complaints, and escalate complex matters to the appropriate departments. Provide technical support for resolution of user IT problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Assists users through Phone, Chat, Email or tickets raised via ServiceNow Portalfollowing proper Incident Management processes and procedures. Log, validate and diagnose user issues, on the full range of products and applications used. Route cases that are not in scope or not resolvable to next levels of support. Classify requests/incidents and provide initial support and triage Categorize and document cases per required standards Identify and escalate priority issues Resolve incidents and service requests using step by step documentation. Support end user in day by day operations with specific applications, operating system, hardware and software and routing cases to appropriate departments for resolution. Administration of windows active directory, Exchange server, Okta Admin portal and ServiceNow ticketing tool. New hire account creation and termination. Non- regular user account creation : SA/GA/SM Account conversion : Contractor to permanent employee. Distribution list creation, Mail Contact creation, Security group creation. License activation for users CA/UA/EA. Providing access to Okta groups, distribution list, mailboxes, business objects, VPN access,security groups, shared drive access etc. Providing application support like Amdocs, Broadvision, Agile account creation and administration. Providing Oracle Support, Adding oracle responsibility to user, Oracle HR record creation and Mapping.
Education
KNSIT/VTU,Bangalore
BE
2002 — 2006
Skills
- IT-Software
- Ccna
- Software Testing
- Networking
- Telecommunications
- Mcitp
- C++
- C
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