PALLAVI

2 years of IT experience and relevant experience in troubleshooting activities to find errors bugs and faults. • Experience in dealing with customers and remote technical support. • Key expertise in handling escalations and providing technical solutions. • Experienced in using tools like service now. • Proficiency in handling intensive customer queries maintainingtimeliness. • Ability to work across cultures and through knowledge of operating systems. • Installations, backup & recovery in workstations and servers. • Developed test and implement new software programs • Design and update software databases. • Use the incident management system to documents and manage problems and work request and their respective resolution and circumvention's. • Coordinate and manage relationship venders and support staff that provides hardware - software - network problem resolution. • Administer and provide user account provisioning. • Perform user account management activities. • Escalate complex problem to appropriate support specialist. • Respond to, and diagnose, problems through discussions with user, including problem recognition, logs, research, isolation, resolution, and follow up steps. • Expertise in conceptual knowledge of network issues, client server issues. • Handful knowledge in Active directory Service, DHCP,DNS Sever. • Well awareness of ITIL process like change management ,incident management, Problem management. • Troubleshooting VMware problem and windows problem. • Provide Level 1 And Level 2 remote desktop support. • Troubleshooting Client software and basic network connectivity problems. • Application monitoring,maintain CR sheet. • Work with service manager . • Hands on experinece on Application monitoring tool (TIDAL). • Work with production servers and Test servers. • File trasnsffering server to server. • Handling status Repots.• Hands on experience in Drupal website deployment on the servers