Darshan Makwana Email & Phone Number

Mississauga, Ontario, Canada

Mississauga, Ontario, Canada

Mississauga, Ontario, Canada

Mississauga, Ontario, Canada

-Investigated cloud server issues and troubleshot until resolution attained. Also assisted and resolved SOTI ONE product issues along with resolving product licensing related issues.-Acted as Subject Matter Expert (SME) for SOTI ONE product-SOTI XSight and provided resolution to complex issues.-Installed and provided support to customers for device configurations (Android,iOS,Windows CE) in MobiControl. Troubleshooted MobiControl certificate issues, database installation and custom report generation using Crystal reports. -Developed device specific customized scripts to automate repetitive tasks in Mobicontrol.-Monitored SQL database performance and performed SQL database maintenance tasks by tuning customer’s SQL database for stable and enhanced performance.-Investigated issues reported by customers and used various devices to reproduce customer environments in order to troubleshoot issues further until resolution attained.-Worked with support departments to ensure product improvement and enhancements, act as a key member for some of special case and project assignments.-Assisted in the evaluation, implementation and reporting of new services, solutions ensuring appropriate SLA and KPI metrics are met.-Hands on experience in setting up technical product demo for trade shows.-Planned, wrote, scheduled and updated communications (e.g., reports, leader emails, presentations, support material for internal support department help tool.- Installed and configured cloud instances with Windows server 2012R2,Windows Server 2016 ,SQL server 2014 ,SQL Server 2016 and configured MobiControl and other SOTI ONE platform products.- Provided daily backup's through Cloud CMS portal and also performed disk management, data recovery of database and system images to rollback changes on cloud servers.

Mississauga, Ontario, Canada

-Prepared and demonstrated lab experiments and helped students work through projects and assignments.- Marking of lab reports, exams, assignments and online technical tasks keeping track record of marks.-Assisted in setting up CISCO routers ,switches,Aruba controllers ,access points and other lab equipment. -Demonstrated projects on networking devices and conducted presentation seminars for the related Wireless Networking topics.-Assisted faculty members with instructional preparation, delivery and preparing studentgrade report.

Waterloo, Ontario, Canada

•Representative of BlackBerry for product specific customer inquiries/support and issues via inbound voice and email interactions and took ownership of cases and bring resolution to customers issues, participate in several beta tests of new BlackBerry software/hardware, early testing of new product offerings, version releases and service packs.•Worked with Windows server 2008/2012, Microsoft SQL server2014, Microsoft exchange server 2016 environments for troubleshooting end-user issues.•Worked as Tier-3 Analyst by solving technical issues escalated by Tier-1 and Tier-2 support.•Collectes information and performing advanced troubleshooting of BlackBerry Unified Endpoint Manager(UEM). Acting as a Subject Matter Expert (SME).•Identified and documented potential software/hardware defects, Research, authorize and review technical documentation and take ownership correcting any non-conformances with respect to processes and documentation.•Created new/updated Knowledge Base documentation as required, Foster open communication within the team and sharing knowledge openly.•Worked with support departments to ensure product improvement and enhancements, act as a key member for some of our special case and project assignments.•Interviewed users to collect information about error and led user through diagnostic procedures to determine the source of error.

Ahemdabad,Gujarat

-Undertaking analysis,diagnosis and resolution of client problems via phone,e-mail and face to face contact.-Implementing Six sigma methodologies to analyze and improve current processes.-Conveying technical solutions in a clear and concise manner using new adaptable technologies.-Raising and maintaining incident tickets and problem records.-Referring difficult issues to upper management while maintaining positive rapport with the customer.

Post Graduation

B.E