Rahul Raja

Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue. Investigation and diagnosis of all Incidents, Service Requests, Changes, and Problems assigned to the team, documenting findings in ServiceNow. Manage incident management bridge calls with support teams, on-call support application teams and with various teams across different technology for resolution of critical incidents belonging to Networking.

Interacting with the Clients (US, Canada) through email, chats and calls to troubleshoot/ escalate/ coordinate/ follow up on Hardware, software and network issues related to the business units manufactured by HP. Troubleshoot network failure by checking LAN/WAN connections between multiple devices. Installing /Deploying OS/Images and various software as per system requirement. Meeting the SLA and managing the queue with quality service.

Interacting with customers through calls to resolve the hardware, software and network related issue for Toshiba CT machines and Xinao MDT MRI machines. Working remotely on user machine to fix bugs and thereby maintain a interlinked network between various devices. Visiting sites where machines are located all over India for troubleshooting, maintenance and planning sites for the machines to be installed.