Prajwal Mv Anchan

Service Desk Engineer

• Job Details:Responsible for providing daily ticket updates, escalating issues when necessary, raising new tickets, following up on ticket statuses, and resolving vendor tickets at both L1 and L2 support levels. Running Trend Micro daily threat and system status report. Coordinating with team to resolve the vulnerability/risk of the system. Handling daily technical calls logged by users through HP SM tool with the defined SLA for according to the priority. Try to resolve calls on daily basis and escalate the calls as per the escalation matrix. Monitoring link status using HP NNM tool. Raising vendor ticket for link related issue and maintaining down time report. Performing configuration changes in router & switch by coordinating with ISP vendors and network team when its required, resolving Avaya IP phone call connecting issues and checking the device configuration. Follow-ups pending issues through emails and phone till the issue got resolved. Troubleshooting hardware, windows, software and network issues at site and remote site. Maintain accurate inventory of all IT hardware resources (ITIL).

Sales Officer

• Job Details:Opening new WOD information to dealers about new products & applications, solving application errors and updating dealer details. Respond timeously to customer’s queries & requests, to enhance service ability. Training team members about application and sales talk preparing daily, weekly and monthly reports.

Team Leader

• Job Details:Maintain stocks & accessories, checking cash counter and stocks, troubleshooting desktop, printer and network related problems. Training sales executive and providing product knowledge, involving in asset inventory with accounting team, creating & planning special event to attract customer, creating advertisement and publishing in different fields.