Deepa Sehrawat

Background

About Deepa Sehrawat

Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders. • Listen attentively to caller needs to ensure a positive customer experience. • Referred unresolved customer grievances to designated departments for further investigation. • Handing issues related to VPN, Remote desktop, Citrix etc. via service now tool. • Logging incidents and service requests, categorizing, and prioritizing them, and managing their life cycle as per guideline • Knowledge on ITIL framework and terminologies • Worked with ticketing tools such as Jira and Service-Now. • Awareness of basic networking concepts DHCP IP address DNS TCPIP VPN and technologies. • Experience operating enterprise management and monitoring systems with focus on the Microsoft Stack: Window OS (With emphasis on Win 10 Enterprise)/ O365 / Endpoint Encryption (BitLocker)/Backup solution (OneDrive)/ System Center Configuration Manager (SCCM)/ Mobile device management (Intune)/ AD / Azure). • Managing user account and user issues on Microsoft Azure portal. • Installation of Citrix and VMware. • Operating system deployment with MDT/SCCM task sequence (image management). • Application packaging (InstallShield, MSI editing tools and PS deployment toolkit) • Implement and manage a virtual environment using VMWare/Azure. • Knowledge of VDI environment. • Adhere to Service Level Agreements and ensure to follow up on the ticket in a timely manner. • Flexible and open to working in a 24*7 environment with rotating shifts and rotating week offs including holidays.