Application Analyst
Current- Knowledge and experience of supporting and using EMM, MDM and MAM solutions for iOS, Android, BlackBerry and Windows based devices
- Provided troubleshooting and technical support for BlackBerry’s UEM solution directly to Chief Technology Officers and Chief Information Officers from BlackBerry’s top 100 clients including Government Agencies, Banks.
- Resolved 25 high-profile client issues per month by gathering data, diagnosing the root cause of the issue, communicating with BlackBerry engineers, and instructing clients on necessary actions.
- Beta-tested new Android hardware and software in the early stages of product development to identify defects and vulnerabilities to assist engineers in resolving issues
- Supported a portfolio of over 2000 BlackBerry UEM clients and personally collaborated with client IT Network Administrators to resolve between 30 and 50 technical issues per month
- Reviewed incident logs to detect recurring errors and collaborated with engineers to perform Root Cause Analysis in order to prevent errors, reduce technical issues, and improve client experience