Growth Path: Senior Solutions Engineer → Staff Solutions EngineerHighlights:  Awarded for handling highest number of Sev1 tickets in a quarter S.T.A.R Awards for Mar ‘15 and Dec ‘15  Best performer of the Quarter Q1 2016I have been associated with Ivanti India Software since 10 years, where my role spreads across Application Management, Technical Support, Operations Administration and People Engagement. I provide an engineering interface to Technical Support team, serve as an SME for Android Team, Divide PIM, Android Enterprise and create scripts helping in first level troubleshooting customer issues for team. Moreover, I am responsible for troubleshooting Microsoft Server Technologies (LDAP, ActiveSync,) VMWare and helping customer deployments of the product. I provide Tier 3 technical support throughout the MDM SDLC while authoring, editing, publishing & maintaining a knowledge base of issues/solutions and manage critical issues, regularly communicate with customers and train on product features. I proactively work on major Mobile operating systems – iOS, Android, Windows and resolve issues.I interact with technology domain authorities required to maintain respective environments and function as the compute lead on critical infrastructure projects and initiatives. Furthermore, I work with major clients on a daily basis ensuring flawless operation of Mobile device management. I function with the Engineering and QA teams for root cause analysis of customer found defects and create internal setups for the support and tools in excel to generate reports from raw data for the team. As a people engagement expert, I have been working closely with various teams including:  Internal sales team to coordinate with customer PM teams to provide help with new features beta testing Global teams to provide reports on various metrics Development and test teams to ensure issues are corrected and usability problems are understood

Highlight: Successfully completed the remote deployment of the product at the customer’s datacentreSkills Displayed:POC/Product Deployment | Requirements Interfacing | Sales/Marketing/Technical Support | Troubleshoot RCA Connectors | Problem Analysis | Design Automation Macros | Software Patches Delivery | FTP Server Maintenance | Internal Setup creation | Team TrainingAs a technical support engineer, I recommended and improvised across Citrix services, programs, and products to ensure a seamless customer and provided marketing support to Client Services with respect to Customer Conversion and Win-back programs. I backed up and assisted the solutions/applications engineering team in delivering projects field and collaborated with Quality Assurance and Development teams on understanding of issues and steps needed to resolve them.Furthermore, I contributed to the product solution’s technical knowledge base used by customers, partners, and internal employees and also developed Excel Macros to achieve various tasks of data validations internally. Over the years, I built tools to Automate/enhance/Contribute to the functionality of existing products and deployed the below mentioned for the Support and QA teams as required on VM or physical machines:Client machines (Win XP, Win 7)AD Servers (Win 2003/2008/2008R2)Microsoft Office SharePoint Server (3.0/2007/2010)Exchange 2003/2007 ServerVM servers and maintained the servers & instances (hardware and software)

Highlight: Trained and migrated the Operation Risk Control process in LondonSkills Displayed: Global Risk Reports | Risk Reporting Systems Design, Development & Implementation | Process Review | Strategy Recommendation | User Acceptance Testing | Process Improvement | Risk Data Extraction & Analysis | Defect & Change Requests ResolutionDuring my tenure at USB India Service Centre, I supported and maintained Operational Risk Inventory ensuring items are recorded in the appropriate way and allocating risk issues to appropriate regional controllers and even facilitated risk identifier processes such as loss events, self-certification, audit points and metrics. I prepared global risk reports, trend analysis/ forecasts for senior managers based on op risk metrics such as certification of Control Standards, Global Risk Inventory, Internal/External Loss Events and Internal Audits.I was involved in the design, development, and implementation of new or replacement operational risk reporting systems and procedures, also worked as part of the ORC central services team to support all the OR processes and delivered high quality reporting. Furthermore, I apprehended or reporting requirements across all business streams in order to rationalize and justify decisions that required action and even managed tool portfolio change management lifecycle including Receipt, challenge, documentation, submission and release.

Growth Path: Technical Support Expert (Jul ‘03 – Aug ‘04) → Technical Support Coach I (Aug ‘04 – May ‘08)Skills Displayed: Performance Tracking, Audits & Reports | Report Generation Automation | Metric Designing & Improvisation | Troubleshooting | Escalation Handling | Installation & Configuration | Design Training Modules | Resource Mobilization | Process Improvement & IdeationAs a technical support coach, I educated and guided L1 technical support rep's troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines. I was also accountable for coordinating ELS (Early Life Support) project for printers and Vista SME project in the site. Furthermore I assisted L3s at Austin (Dell HQ) with testing and research and provided feedback on issues of design changes. I administered the TEO server along with the tools and SQL database on the server and maintained/updated new training modules. I proactively completed the Windows Vista SME (Subject Matter Expert) boot camp and acted as a SME for ELS (Early Life Support) of 1320C Color Laser printer, 1125 Mono Laser printer, 948 All-in-one inkjet printer and 968 All-in-one inkjet printerHighlights: Certified as the Vista SME for the site Decreased AHT by 20% on calls related to Windows Vista being the Vista SME in Dell Decreased AHT by 24% on calls related to Printers being the Printer SME in Dell Received ‘Certificate for Customer Experience’ from Michael Dell, CEO, Dell Inc. Managed a team of 12 agents, resolved their queries and provided prompt technical support Received ‘Bronze Medal’ for Customer Experience & ‘One Dell Team Award’ for the 4th Quarter of 2005 Achieved 100% customer satisfaction for the 4th Quarter of 2003 and 87% Customer Satisfaction during tenure