System Support Engineer, Senior associate

till date Sutherland Global Service, Chennai, Tamil nadu

* Handling escalation calls.
* Provide technical assistance to FLA on issues starting from the
installation of the program, SQL & .NET, configuration of the
database (sharing or syncing over the network), Office
configuration and more.
* Manage shared access of the database hosted server.
database changes requested by the customer.
* Manage queue on handling call flow.
* Audit calls on regular basis and provide feedback to FLAs.
* Report issues to Development team with the program and features.
* Test the beta version of the program for any new upgrade or update
release.
* Monitored and managed staff performance to attain target metrics
both individually and team unit.
* Prioritized projects and project tasks depending upon key milestones
and deadline dates.
* Troubleshot issues by understanding issue, diagnosing root cause and
coming up with effective solutions.
* Supervised FLA on calls, identifying areas in need of improvement and
implementing plans to rectify issues.

* Working on windows desktops & servers.
* Trouble shooting hardware & software issues.
* Maintaining asset records
* Installing OS & softwares
* Configuring and trouble shooting mails
* Trouble shooting hardware & software issues.
* Maintaining asset records.
* Installing OS & software..
* Worked effectively in both independent and team environments to
exceed IT goals.

* Working on window & MAC (10.3,10.4,10.5,10.6 & 10.7).
* Working with Symantec Endpoint Protection V12.1.4.
* Providing remote support for US customers.
* Providing solutions for different kind of hardware/software issues.
* Configuring & Trouble shooting Mail Clients like Outlook Express,
MS Outlook & Entourage, Live mail.
* Managing & Monitoring server 2003.
* Trouble shooting Hardware issues.
* Installing and troubleshooting OS and Software's for Windows and
Mac.