About Shirley Mercy:
Around 6 years of experience in System Administration, Data Processing and Process Development, related to Windows Installation and Coordinated the Process team with good Planning skills.
To work learn and grow in a challenging and professional.
Experience
Responsibilities:
Queue Management in Ticketing and Distribution of
tickets according to the agents and Different
Assignment Queue.
Handling shifts with call/chat volume
Proficient in handling escalated calls 2nd Level remote
desktop Technical Support to end-users.
Handled executive Calls/chats.
Managed Collaboration Tool posts
Prepare Monthly Newsletter for the Team using sway
Dashboard (Content Manager for Dashboard)
And used Genesis Reporting Tool
Creation and publishing of Knowledge Articles
Handled Access management Tickets
Hands on exchange creation (DL, ADL , o365 groups ,
mailbox , calendar , meeting rooms and etc. )
Hands on Active Directory (service account creation,
Ldap Account, Security group and User access)
Education
Bachelors in computer applications
Professionals in the same Technology / Internet sector as Shirley Mercy
Manish Rajput
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Shirley Catharine
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Education / Training
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