Shoeb Khan
Process Associate
- Role
- Process Associate at Genpact
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Shoeb Khan
Handling voice, chat & email channel escalations to resolve reported user IT issues, • In Genpact we have different types of system images for users, like Northcee & ibexr, we are doing troubleshoot for all type of machine image implementations issues, • Handling daily technical support activities on desktop support, data network and server management Adding / removing / modify the user accounts, • Helping users to unfreeze the frozen machines from Absolute, • Checking added groups and access related queries from AZURE, • Adding and removing business groups from AZURE, • Troubleshooting Cisco VPN related issues & providing access for VPN from active directory, • Pushing applications which get filed to install while enrollment from AIRWATCH portal, • Taking remote control by using Airwatch portal for troubleshooting, • Re configuring laptops and desktops remotely, • Doing INC and RITMs Audits of colleagues as per KPI, • Resetting user password via Sailpoint after verifying the user details for OKTA and password verification in checkin tool, • Re-setting MFA (multi factor authentication) and helping users to configure genpact based applications or re-enrolment, • Working On VIP users issues on priority, • Creating Business Critical tickets and routing them to the consent teams, • Proficient with ticket tracking software/web tool (BMC Remedy) and Service NOW (SNOW), • Troubleshooting & installing Drivers and software’s from back end, • Configuration and troubleshooting of Antivirus like Symantec,crowd strike, • Troubleshooting user machine, applications, and software installation through remote management, • Providing end user support on AirWatch cloud tool and group access from Active directory, • Responsible for configuring and Troubleshooting of Outlook issues, • Troubleshooting CISCO & Global Protect VPN, MS Office, operating system & software application support, • Resolving incidents,RITM,IMS and work orders within SLA, • Working on ITAM mail box and resolving users issue as per business requirement, • Working over zoom to support user and further troubleshoot,
Experience
Process Associate
Nov 2020 — Present · Hyderabad, IN
Handling voice, chat & email channel escalations to resolve reported user IT issues,• Handling daily technical support activities on desktop support, data network and server management Adding / removing / modify the user accounts,• Helping users to unfreeze the frozen machines from Absolute,• Checking added groups and access related queries from AZURE,• Adding and removing business groups from AZURE,• Troubleshooting Cisco VPN related issues & providing access for VPN from active directory,• Pushing applications which get filed to install while enrollment from AIRWATCH portal,• Taking remote control by using Airwatch portal for troubleshooting,• Re configuring laptops and desktops remotely,• Doing INC and RITMs Audits of colleagues as per KPI,• Resetting user password via Sailpoint after verifying the user details for OKTA and password verification in checkin tool,• Re-setting MFA (multi factor authentication) and helping users to configure genpact based applications or re-enrolment,• Working On VIP users issues on priority,• Creating Business Critical tickets and routing them to the consent teams,• Proficient with ticket tracking software/web tool (BMC Remedy) and Service NOW (SNOW),• Troubleshooting & installing Drivers and software’s from back end,• Configuration and troubleshooting of Antivirus like Symantec,crowd strike,• Troubleshooting user machine, applications, and software installation through remote management,• Providing end user support on AirWatch cloud tool and group access from Active directory,• Responsible for configuring and Troubleshooting of Outlook issues,• Troubleshooting CISCO & Global Protect VPN, MS Office, operating system & software application support,• Resolving incidents,RITM,IMS and work orders within SLA,
Education
INDIAN SCHOOL OF BUSINESS MANAGEMENT AND ADMINISTRATION
Bachelor of Commerce - BCom
2018 — 2020
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