Shweta S.

User Access Management Analyst Responsibilities: • Worked as UAM Analyst and have been in contact with Account Leadership team and HP Operations team/Managers and had been part of Merges and Acquisitions projects. • AD administration – Provision, De-provision, Activate, Terminate and Update user identities. • Exchange Administration - Provision, De-provision, and Activate, Terminate and Update user and functional mailboxes. • Access Management – via AD groups and on client specific applications. • Create and Maintain support documentation. Technical Solution Representative And Incident Management Responsibilities: • First point of contact for any escalation. • Maintain AHT,FCR,CSAT • Worked on Tool – Remedy, HPSM • Work on Escalation – Coordinate with L2, L3 teams. • Responsible for SLA on weekends. • Worked on VPN issues. • Knowledge on Salesforce. • Setup IVR for Outages. • Attending conference calls and updating the Incident Manager with status of aged tickets which requires immediate attention. • Case Age – Monitoring and control. • Consistent Reduction in Open Case Volumes. • Case Analysis and giving Feedback on Service Improvement related to Incident Handling. • Chase tickets with the Resolver groups and users.