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IdentityWORK EXPERIENCE:
Support Analyst in Non Voice Process
Infosys BPO - July 2010 to 2013 august
I deal with Customers of Microsoft.
JOB RESPONSIBILITIES:
? Respond to Customers and Clients through Email and also through chat regarding their User Account
Creations, System Account Creations, Active Directory, Power shell Scripts.
? Provide 1st level customer support for basic operations using documented procedures and available tools
? Resolve customer issues, or escalate when necessary.
? Follow-up on issues and inform customer about the status
? Log issues and all customer contacts into the customer database, translate end-user business needs into
working solutions and provide technical resolutions
? Provide product support to the Customers.
? I probe the customer in order to analyse the root cause of the problem regarding his User Account, Password
extension, Organizational/ Computer move, Display name change, name change, rename of Accounts,
Reactivate/ Recreate User Account Creations, Adding exception in Neosip tools,
? I solve the problem, if the issue is with Accounts Team/ XIT Team/ FIM team/ Server Team/ HR Team/
CSOSUBS/ CSOA/ CSOV Team/ IDMSUBS Team.
? I escalate to the appropriate team if the issue is not resolved is not with us.
? I schedule tickets which are to be processed when the user is offline or away from working hours Customer's
available time such that the Rename of Accounts/ Domain move Intra and Inter Domain move is done.
? I keep the tickets in Client
Kukatpally, Hyderabad 
Certified
