Ankita Lonkar

Process Name :Brit Insurance , MsAmlin

Active directory - Creating user account, granting permissions as per user roles
Azure AD portal - Assigning O365 licenses (2 types of licenses dynamic & static)
Exchange admin center - mailbox & Distribution list creation
Microsoft O365 admin center - To check syn cycle
Powershell script to extract user permissions from AD

ServiceNow -Deep understanding of ITIL processes and how they can be implemented in ServiceNow such as Incident, Problem, Change, Knowledge

* Providing support to end users on a variety of issues. Identifying, researching, and resolving the technical problems.
* Responding to telephone calls, email and personnel requests for technical support.
* Troubleshooting problems across both Windows and Mac operating system and applications.
* Documenting, tracking and monitoring the problem to ensure a timely resolution.
* Relying on instructions and pre-established guidelines to perform the functions of the job.
* Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
* Resolving technical problems with Local Area Networks (LAN), Wide area Networks (WAN), other system.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.

*Process Name: Amazon.uk

• Provided client support on system operation and troubleshooting.
• Defined and documented scope of projects for distribution to team.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.