Rajpal Singh

• Providing technical support 24X5 to users in different regions (APAC, EMEA & America) for resolving IT related issues. • Working as a part of Global IT service management team.
• Diagnose, troubleshoot, and resolve a wide range of software, hardware, and network related issues.
• Working on a ticketing tool WHD Solar Winds.
• As per origination standard my SLA has been subdivide in four parts – P1, P2, P3&P4.
• Providing remote support via using Bomgar application.
• Prioritize and escalate issues where ever required.
• Provided responses to inquiries in writing using professional email skills.
• Answered phone calls, greeting users and supporting with the issue they are facing.
• Managing AD accounts, distribution list, shared drives.
• Handling Onboarding & Offboarding tickets.
• Creating & managing account for Master Control.
• Installing, troublshooting, resloving problems for following softwares
:- Microsoft office 365/2013/2010
:- Adobe Acrobat 9/6
:- Druva (For system Backup)
:- Microsoft Security Essiential.
:- IE
:- Java Runtime & Java related plugins.
:- Cisco Anyconnect (VPN)
:- Bitlocker
• Using applications for calls & meetings.
:- Cisco Finesse.
:- Cisco IP soft Phone.
:- WebEx.
• Supporting Operating Systems
:- Windows XP, Windows 7 & Windows 10