Manage, implement and provide expert level support on MobileIron Enterprise Security Software Solutions encompassing Mobile Device Management, Mobile Application Management and Mobile Content Management deployed on-premise on physical or virtual machines as well as Enterprise Cloud platforms like AWS and MobileIron Connected Cloud for iOS, macOS, Android and Windows platforms. Involves management of technical aspects like Server Management, Virtualisation, PKI, SSL/TLS, Infrastructure, Networks, Firewalls and Load Balancers in implementing the MobileIron solutions.

- Manage the Offshore IT Team based in Hyderabad, India which includes People Management and ensuring there is enough staff available in the NOC team to cover the required tasks.- Delegate workload to the available staff and ensure all incidents are rightly worked to resolution and hold regular Performance Reviews.- Assist in IT Recruitment and provide required Technical Training to the staff based on the business requirements.- Manage / deploy hundreds of virtual machines and multiple physical hosts in a software defined data centre environment using technologies like VMware VCenter, VSphere, ESXi and Microsoft Hyper-V, etc. - Liaise with the virtualisation vendors for critical issues.- Manage Citrix XenApp, XenDesktop servers in an environment where applications, desktops are published.- Deal with Data Center operations and deploy field engineers when required.- Real-time monitoring / management of servers, network devices, websites and performance on client infrastructure using tools like Kaseya, PRTG, Service Uptime, etc.- Deal with server and network related support incidents / problems and work toward a resolution within the SLA’s and effectively minimise the outage.- Perform server patching and updates using Windows Server Update Services.- Secure all machines in a client’s environment from virus and malware using centralised Anti-malware solutions like Symantec Endpoint Protection, McAfee ePolicy Orchestrator, Sophos Anti-virus, AVG Anti-virus, etc. - Continuously monitor scheduled backups using technologies like Symantec Backup Exec, Veeam Backup & Replication, Attix Backup, F-Backup, Dell AppAssure (Rapid Recovery), etc. and deal with backup failures which includes logging issues with the vendors if needed. Manage media like tapes, hard disk, etc. and storage device drives like robotic tape libraries from Dell, HP, Quantum, etc. - Deal with requests to create/disable/edit user accounts, distribution lists and other objects in Active Directory.

Incident and Problem Management – Delivered IT Services as per agreed SLAs with the clients. Monitoring - Continuously monitored IT infrastructure (e.g. Servers, Routers, Switches, etc.) of corporate customers through various robust monitoring tools. Helpdesk Operations - Received calls and emails from clients and generated tickets in a ticketing tool, co-ordinated with various teams and third parties, escalated accordingly and followed up until the issue resolution. Active Directory - Created, deleted or archived user information from a Domain Controller | Set up Security Groups | Moved computers /servers between different Organisational Units / Domains. Exchange Server - Set up mailboxes on Exchange | Set up Outlook and troubleshot issues on the same. Blackberry Exchange Server – Set up users on the BES server and configured the Blackberry phones. MDM (Mobile Device Management) – Set up users on the Citrix MDM solution Worx and helped users configure their smart phones accordingly. Backups - Performed database backup operations and monitor performance logs on remote servers using various Web & Mail Filtering – Controlled websites access and filtered email from suspicious/malicious content using tools like Websense, etc. Application Support - Troubleshot issues and managed users in various in-house applications like CODA, Xpedeon, PCF (Profit Cashflow and Forecast), Sales Database, Respond, Retrieve, etc. Remote Assistance - Took remote control of the client’s computer, router, server, switch, etc. and performed authorized operations. Multifunction Devices - Dealt with multi-function devices with print, scan and copy capabilities. (Ricoh, Toshiba, Kyocera, HP, Xerox, Samsung, Brother, etc.) IP Telephony - Amended the rules in VOIP (Voice over Internet Protocol) systems as requested by customers. (Cisco Unified Communications Manager) Corporate Broadband Support – Performed line tests – escalated issues to the PSTN providers

Incident and Problem Management – Delivered IT Services as per agreed SLAs with the clients. Monitoring - Continuously monitored IT infrastructure (e.g. Servers, Routers, Switches, etc.) of corporate customers through various robust monitoring tools. Helpdesk Operations - Received calls and emails from clients and generated tickets in a ticketing tool, co-ordinated with various teams and third parties, escalated accordingly and followed up until the issue resolution. Active Directory - Created, deleted or archived user information from a Domain Controller | Set up Security Groups | Moved computers /servers between different Organisational Units / Domains. Exchange Server - Set up mailboxes on Exchange | Set up Outlook and troubleshot issues on the same. Blackberry Exchange Server – Set up users on the BES server and configured the Blackberry phones. MDM (Mobile Device Management) – Set up users on the Citrix MDM solution Worx and helped users configure their smart phones accordingly. Backups - Performed database backup operations and monitor performance logs on remote servers using various Web & Mail Filtering – Controlled websites access and filtered email from suspicious/malicious content using tools like Websense, etc. Application Support - Troubleshot issues and managed users in various in-house applications like CODA, Xpedeon, PCF (Profit Cashflow and Forecast), Sales Database, Respond, Retrieve, etc. Remote Assistance - Took remote control of the client’s computer, router, server, switch, etc. and performed authorized operations. Multifunction Devices - Dealt with multi-function devices with print, scan and copy capabilities. (Ricoh, Toshiba, Kyocera, HP, Xerox, Samsung, Brother, etc.) IP Telephony - Amended the rules in VOIP (Voice over Internet Protocol) systems as requested by customers. (Cisco Unified Communications Manager) Corporate Broadband Support – Performed line tests – escalated issues to the PSTN providers

. Provided remote troubleshooting of hardware and software issues on a high-end series of Dell computers called XPS (Xtreme Performance Systems) for users from the United States and Canada.. Took control of the clients’ systems and performed various hardware and software checks using company-developed tools and worked on issues like Outlook/Email, Software Installation/Un-installation including complete OS reinstallation and factory image restore.. Performed Operating System troubleshooting for issues on Windows XP, Vista and 7.. Used customized CRM Tools to record all the interactions and cases of customers.. Coordinated with third-party companies for on-site installation support.. Was promoted to a special team called ELS (Early Life Support) which included support for random issues that were out of the scope of support to offer better first time experience.. Performed team leading roles in various areas for achieving targets.