Sonia Sharma

Desktop, Laptop and Windows Servers. Network, Printer, Cisco Client VPN, VOIP, Mobile (Blackberry and iPhone) Skype and Wireless. Windows and Mac OS, which includes Win7, Win8, Win10, Windows Server 2003, 2008, 2012, Windows Server 2016. AD and exchange server 2010 and 2016. Imaging new machines and redeploying Mac and old PC computers. Ticketing tools Service now, ITSM and BMC Remedy. Working experience on SAP and Open text tool.MS office 2010 and Office 365.

Technical Support for monitoring tools eg: BMC Remedy, ITSM, Assisted customers with their queries and issues related to Citrix and applications hosted on citrix and provide them theappropriate solutions over mail, call and tickets (ITSM & Remedy) and remotely. Experience in Citrix with knowledge of Citrix Presentation Server, Citrix XenApp 6.5, Outlook 2010, SharePoint 2013, Citrix and Microsoft Terminal Services. Active Directory administration for user access and managing their accounts.

Management, production and abstraction of data from server using SQL and MS Excel. Efficiently created Newletters and Emergeny/Planned change communications, being part of change management team. Provided responsive solutions to client queries and system outages within agreed timeframes. Analysed and reduced number of errors by assisting users with their queries. Ensured effective communication regarding reporting activities with the internal and external clients leading to a smooth relationship.