Sapna Verma

WORK HISTORY

EDUCATION

ABOUT SAPNA VERMA

To deploy the client image on laptop/computers. Provide updates in Inventory portal to assist in management of hardware inventory to ensure asset control, proper deployment and maintenance. Monitoring/scrubbing the pending tickets in queue. Also giving feedback to agents/associates regarding ticket. To make sure SLA does not breach and work should be done within the timeline. Working with internal and external resources to troubleshoot, identify and develop solutions or workarounds for customer issues. Deliver remote support to the users whenever required. Creating and sending e-mails to gain clarification and validation of updates. Increase client satisfaction/loyalty by providing the solution on time. Supporting team with escalations/including information requests and managing customer technical issues to resolution, maintaining proactive communication. Working on Service request/support allocations as well as internal improvement projects. Providing administrative repots, including producing weekly reports for management. Respond to technology help requests, troubleshoot computers and printers. Install and modifies hardware or software. Serves as the first-tier liaison between the customer and tenable for technical related issues. Delivering the presentation within the team regarding Cyber security awareness, anti-theft policy and more.