Vijay P.

 Providing support of all IT related issues for Company Employees (North America, APAC region).  Strive for a high level of first contact resolution  Consistently achieve First Contact Resolution performance metric  Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service  To diagnose and resolve system and application-related incidents, including operating systems (Windows) and across a range of software applications.  Provide direct technical assistance to customers via phone, email, and chat  Anticipate customer needs and effectively addressing concerns related to their issue or resolution Working on multiple shifts to support users on multiple countries.  Good understanding skills of the issue and implementing correct troubleshooting based on the issue.  Maintain a high level of customer satisfaction and quality support to end-user