I have a work experience of 3 years as a technical analyst (Service desk associate) for Aviva Life Insurance where i was in charge of helping clients (Through Calls/ emails/ Live Chats) on technical issues such as password resets, account unlock. printer related problems, reinstalling/uninstalling software hardware, remote assistance,firewall amendment, virus removal among many other first time fixes. If there was an issue which was much more complex and needed an engineer on site, i was in charge of escalating it to a relevant support/2nd tier team queue with proper severity and priority based on business or financial impact. Despite it being a job which required a lot of multitasking skills (Handling calls, emails and live chat's together) it was one of the best phases of my career as i have always been passionate about technology and going a long way helping resolve any problems customers might face. Moving on from Aviva, i got a chance to work for IBM as an Incident Manager for 5 months. At IBM, i was in charge of ensuring that the tickets raised by service desk to the 2nd tier support team were resolved within the promised time-frame (service level agreements.) After the incident was marked resolved, i prepared an incident management report for the problem management team to find the root cause and ensure the issue did not reoccur again and the business went uninterrupted I also have a brief experience with the problem management team where i hosted conference calls with the support teams involved with a particular ticket/ incident and found out the root cause analysis. Post this, i needed to prepare a problem management report for our clients recommending them a permanent fix which would ensure no re occurrence of the issue. Before moving on to the technical field, I also worked as a customer service executive for Barclays Bank for a year. At Barclays, i was in charge of verifying solicitor data with our application before rele