Rinju George

Monitor servers and workstations using various agents (Atera/HostMon) and action on the alerts.
Perform daily checks to make sure the devices are online and are working as expected.
Create tickets based on alerts or via calls and email.
Coordinate with the team to resolve the ticket.
Connect remotely to servers and workstations to perform troubleshooting via TeamViewer/Radmin.
Check progress of open and pending tickets and follow up with team for closure.
Check and confirm all the devices are updated with latest definitions of antivirus. If not push command for forceful update.
Monitor the email exchange server(MDaemon) and check for mails that are trapped as Spam and do a quick check and perform command to clear/release emails as required.
Block domains to stop sending/receiving emails.
Check and confirm if the back up of servers are captured as expected in Retrospect or Veeam.

• Conducted in-depth analysis of business processes, identifying areas for improvement and implementing strategic solutions
• Collaborated cross-functionally to facilitate ongoing reviews of business processes, ensuring security, compliance, and optimization
• Coordinated and conducted meetings and presentations to communicate findings, plans, and recommendations to management and teams
• Utilized Jira, BaseCamp, Asana, and Smart Sheets for workflow collaboration, project tracking, and progress reporting
• Prepared technical reports, analyzed trends, and provided actionable insights to support strategic and business planning
• Provided L2 support for monitoring websites and servers, taking prompt corrective actions
• Offered application support and conducted ongoing maintenance tasks
• Acted as a central point of contact between Digital technologists and resolver teams
• Initiated the first line of investigation and diagnosis for technical issues
• Checked and scheduled website maintenance during change activities
• Created priority tickets, ensuring effective follow-up, team coordination, and closure tracking
• Generated comprehensive user reports by connecting to OpenVPN and PuTTY servers
• Connected to remote desktops through OpenVPN and Linux servers, specializing in MFA resets
• Possessed a basic understanding of SQL, Linux/Unix, Batch Scheduling, and monitoring software
• Executed various tasks under the AWS management console, including AMI backup, CDN deletion, and IAM password reset
• Leveraged remote access tools to interact with customers, confirming the full functionality of deployed devices and addressing any concerns promptly
• Initiated domain scans using Qualys to ensure security and compliance standards
• Provided hands-on support during the deployment phase, offering guidance to end-users and ensuring a smooth transition to the updated technology.

• Provided Level 1 technical support, diagnosed and resolved issues related to LANs, WANs, and internet connections
• Participated in troubleshooting sessions, conducted root cause analysis, and recommended process improvements
• Facilitated training for new recruits, maintained detailed documentation, and adhered to quality assurance standards
• Escalated complex problems to Level 2 & 3 support for prompt resolution
• Diagnosed and resolved issues related to LANs, WANs, and fiber-based internet connections
• Monitored applications, servers, network devices, and databases for incident management
• Raised, acknowledged, and resolved minor incidents and service requests
• Escalated alerts, incidents, and related issues to higher levels for expedited resolution
• Conducted network checkups to ensure optimal performance
• Collaborated on data backups and participated in disaster recovery activities
• Conducted root cause analysis for Level 1 issues, contributing to the reduction of repetitive problems
• Supported Quality initiatives by auditing calls/emails and providing operational assistance
• Maintained detailed documentation of laptop imaging and deployment procedures, contributing to the development of standardized protocols.

• Oversaw comprehensive management of customer requirements and adeptly resolved issues
• Assigned unresolved matters to higher-level support for efficient resolution
• Managed transactions for Voice and Data Products, handling calls and emails
• Engaged proactively with customers to address billing queries and complaints
• Demonstrated a commitment to issue resolution by taking ownership of customer concerns
• Conducted thorough follow-ups with end-users to ensure timely issue resolution
• Provided expert advice to customers on new connections and diverse billing options
• Contributed to enhanced customer understanding and satisfaction
• Leveraged computer applications and alternative options for efficient issue resolution
• Achieved and exceeded performance targets through resourceful problem-solving.

• Interacted with customers in a courteous, professional, and helpful manner
• Addressed customer inquiries, concerns, and issues promptly and effectively
• Demonstrated excellent verbal and written communication skills
• Maintained clear and concise communication with customers through various channels
• Successfully resolved customer problems and complaints, ensuring satisfaction
• Applied problem-solving skills to address issues and provide effective solutions
• Developed and maintained in-depth knowledge of products or services offered
• Assisted customers in understanding product features and benefits
• Processed customer orders accurately and efficiently
• Verified order details and ensured timely delivery
• Managed and documented customer complaints in accordance with company procedures
• Collaborated with relevant departments to address and resolve escalated issues
• Promoted relevant offerings to enhance customer experience and increase sales
• Maintained accurate and up-to-date customer records in the company's database
• Conducted data entry for customer information, feedback, and interactions
• Collaborated with cross-functional teams to ensure seamless customer service
• Shared insights and feedback with relevant departments for continuous improvement
• Met and exceeded established performance metrics, including response time and customer satisfaction
• Contributed to achieving team and organizational service level goals
• Assisted in training new team members in customer service procedures
• Adhered to quality assurance standards and guidelines
• Participated in quality monitoring programs to ensure service excellence.

• Assisted in providing solutions to inbound customer inquiries through effective problem-solving and decision-making
• Developed and applied thorough knowledge of practices and procedures to accomplish team goals
• Assisted the immediate manager with team motivation and performance monitoring
• Mentored associates to improve individual performance
• Consistently achieved individual and team performance targets under little to no direct supervision
• Fulfilled the clients’ necessities while providing an exceptional client experience, as measured by specific metrics
• Appropriately assessed risk when business decisions were made, demonstrating consideration for the firm's reputation
• Drove compliance with applicable laws, rules, and regulations, adhered to Policy, and applied sound ethical judgment regarding personal behaviour, conduct, and business practices
• Escalated, managed, and reported control issues with transparency
• Leveraged consumer insights and feedback to refine retail marketing strategies, optimize product offerings, and enhance customer satisfaction
• Coordinated retail-specific promotional activities, campaigns, and events to drive sales, customer acquisition, and brand awareness
• Collaborated with retail influencers and brand ambassadors to amplify product launches, promotions, and seasonal campaigns
• Monitored retail-related social conversations, trends, and consumer sentiments to identify opportunities and mitigate potential brand risks
• Stayed updated on retail industry trends, competitor activities, and market dynamics to inform strategic decision-making and campaign adjustments
• Encouraged customers to share their retail experiences, testimonials, and product reviews, fostering community engagement and trust.