Subject Matter Team Members

Address ** ***** **, **** * Hudson

Phone - +1-978-***-****

E-mail ***********@******.***

Subject Matter Consultant and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Skills

Intune MDM

Airwatch MDM

Service Management (ITIL)

Operations Support

Work History

2021-10 - Current

2014-12 - 2021- 07

Subject Matter Expert

Microland Pvt Ltd 1B, ECOSPACE, BELLANDUR OUTER RING ROAD BANGALORE

●Defining EUC Strategy for small, medium and Large enterprise

●Readiness Assessment consultant for EUC platforms specially Intune.

●Enterprise mobility management

- Datacentre transformation & Migration

-Build

-Migration - (Airwatch to Intune, Xenmobile to Intune)

-Consolidation and Optimisation

-Disaster recovery

●Preparation of Process improvement documents

●Reporting for Intune (SQL,PowerBI)

●iOS and Android - Setup, migration and maintenance.

-iOS ADE (DEP)

-Android Zero Touch

-Android Samsung Knox

●Actively responsible for determining the development areas and infrastructural improvement on the Endpoint.

Cloud Operations Administration Sr. Analyst

Accenture India Pvt Ltd, Gurugram, Haryana

●Demonstrated flexibility working with internal team members to remedy any issues and preemptively coming up with solutions.

●Maintained document control system including, work instructions, procedures and associated databases.

●Ensured work aligned with service levels agreed and client requirements.

●Enhanced customer experience using the proactive measures to maintain there satisfaction level .

●Identified areas of weakness and recommended or implemented process improvements.

●Worked as a part of Service Management which involves the ITIL process of Incident management and Service Management Operations .

●Working as part of Service team (Level 3 core) to provide Enterprise Mobility solutions for Managing the Corporate Devices .(Android & iOS)

●Handling Multiple Projects as an Addon apart from the Individual Project Alignment .

2013-03 - 2014-12

Senior Associate

IBM, Gurugram, Haryana

●Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.

●Researched issues and took appropriate action to ensure speedy resolution.

●Providing support to the Business client as an L-1.5 AD Resource.

●Key resource for a proactive Service Recovery

2012-01 - 2013-03

Senior Technical Support Advisor

Convergys, Gurugram, Haryana

●Described Technical solutions to Direct customers to assist in problem resolution within the scope of Telecommunication Protocals.

●Providing Exceptional custumer service and Pitching to Upsell upon successfull customer resolution

●Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.

●Engaged end users and answered questions via email, phone, website live chat and in forums.

●Documented all transactions and support interactions in system for future reference and addition to knowledge base.

●Explained technical information in clear terms to non-technical individuals to promote better understanding.

2011-07 - 2011-12

Customer Service Executive

Hcl Technologies Ltd., Noide, UP

●Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.

●Provided basic troubleshooting and product set-up support for customers.

●Identified complications requiring further research and escalated to appropriate department or management.

●Updated account information in each customer's record to keep data accurate.

●Provided high-level telephone and e-support on products and services by assisting clients with questions concerning product specifications, cost, billing, and technology issues.

Education

2007-05 - 2009-05

High School Diploma

New Era Public School - New Delhi

2011-04 - 2015-03

Bachelor of Arts: Commerce

Delhi University - School Of Open Learning

2014-03 - 2017-03

PGDM

Bhartiya Vidya Bhawan, Usha Laxmi Mittal Institute of Mgmt. - Kasturba Gandhi Marg

Certifications

2019-01

2020-06

2020-02

ITIL

MD 101

AZ900

Technology Exposure

Have good Exposure to the Technologies such as Intune, Airwatch, Afaria . Additionally the Tools Such As BMC ITSM Remedy, Service Now, IT Rep, MS Office 365, CRM Tool, Solar Winds(For Networks), Basics of Active Directory, SCCM, PowerBI and SQL.

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