Bikrant Gautam

• Answer phone calls, handle incoming queries and request from customers effectively.

• Effectively log all the request and prioritize them via proper ITSM system (Jira) with detailed internal notes and escalate them to the higher level as per the requirement. Closed 90% of trouble tickets on first call without escalation.

• Provide support remotely by using RMM tools such as SolarWinds and TeamViewer.

• Support with Office 365 related task such as creating new users, assigning licenses and permissions, converting the mailbox to shared mailbox, provide delegation, reset password from Admin portal.

• Provide End user support with Active Directory and Azure Active Directory, assign group policy to proper organizational unit and adding users accordingly.

• Migrate the data from File and print server to the Cloud and update new information to SharePoint Communication Site.

• Basic configuration of routers and fix networking issues up to L1 and L2.

• Worked on Virtualization technologies such as Esxi 6.5 and create virtual machines under the supervision of seniors.

• Monitoring and maintaining daily backups via Veeam Backup

• Restore accidently deleted emails from Veeam Backup and quarantined emails from Trend Micro Hosted Email Security.

• Enroll Android, Apple and Windows devices using Intune.

• Work on VoIP technologies such as 3CX

• Manage internal asset management, labelling them and liaising with external vendors for hardware support.

• Troubleshoot the issues related to local printers and scanners such as driver failure, scan to email and network folders.

• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
• Collected room deposits, fees and payments.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.