Susmi Sunny

ROLES AND RESPONSIBILITIES:

➢ Technical support for Brennan clients, engineers and staffs.

➢ Handling emails, ticketing, inbound and outbounds calls.

➢ Windows/ Linux Server monitoring and resolving all (SCOM, Logic Monitor) P1/P2/P3 alerts with agreed SLA with focus in Root Cause Analysis.

➢ Experience in working with physical server and VM’s hosted in VMware, Hyper-V, Azure (Windows).

➢ Diagnosing, resolving, and delivering root cause analysis to fix repeated issues (Problem management) for automatic SCOM alerts, issues, and incidents and ensuring the right changes to system configuration in line with the change management process.

➢ Performing trend analysis to recommend and reconfigure VM specifications and disk size for optimal performance.

➢ Knowledge with Microsoft Core technologies such as Active Directory, Group Policy, DNS, DHCP, SCCM, SCOM.

➢ Experience in patch management, supporting server operational activities, and ensuring uptime of server infrastructure.

➢ Provided client support in Onboarding and off-boarding users, password reset, outlook configuration, email issues, VPN issues etc.

➢ Good knowledge in Service Now, RDM, Citrix and Bomgar.

➢ Getting up to date with all the Microsoft Windows version and software updates.

➢Assisted customers with installation, un-installation and provided technical support which includes Identity Theft Protection (IDTP), sales and retention.

➢ Familiar with products such as McAfee Total Protection, McAfee LiveSafe, Safe-Connect and True-Key.

➢Good Knowledge on CRMoD, EBIZ, CST and Log Me In.

➢Good presence of mind in handling the customers with maximum output and minimum handling time.

➢ Technical Assistance in McAfee Software

➢ Interacting with North American, EMEA and APAC customers regarding all types of technical issues related to McAfee.

➢ Handles inbound and out-bound calls.

➢Successfully delivered on tasks within tight deadlines.

➢Demonstrated respect, friendliness and willingness to help wherever needed.

➢ Increased customer satisfaction by resolving issues.

➢ Support for SEARS and K-Mart online customers.

➢ Interact with customer to provide information in response to the inquiries.

➢ Mainly handled the UK customers concerns and requests about product and services.

➢ Follow standard processes and procedures to upsell product and services.

Redirect problems to appropriate resources.

➢ Maintained smooth operations through careful management of office workflow and administrative processes.

➢Provided customers with outstanding service, extending relationships for future business opportunities.