I am a Technical Lead with expertise in Mobile Device Management (MDM) and Operations for Knox enabled Tablets enrolled in IBM MaaS360. I work closely with clients to plan, deploy, and manage app and device management policies for IBM MaaS360. My responsibilities include providing detailed environment information and logs for issue debugging, troubleshooting Android application issues using ADB logs, and resolving escalations from the Level 2 team to ensure client satisfaction.I specialize in troubleshooting Level 3 issues related to Enterprise Mobility Management (EMM), including server issues, certificate issues, and end-user device issues. I collaborate with MDM vendor partners to stay updated on various MDM solutions and maintain technical proficiency.Additionally, I create SOPs, user guides, KBs, and FAQs for both support teams and end-users. I gather client requirements and collaborate with the development team and vendors to incorporate new features into the product build. Regular weekly calls with MDM vendors allow me to stay informed about product releases and address ongoing issues.I have expertise in logs analysis for the MaaS360 application and provide Root Cause Analysis (RCA) to clients in coordination with support teams, ensuring support is provided within Service Level Agreements (SLAs). I am knowledgeable about ITIL processes, including Incident Management, Service Management, Problem Management, and Change Management.In a previous role, I managed the cloud environment of Xenmobile and MS Intune users worldwide. I planned, built, deployed, and managed Enterprise Mobile Device Management for MS Intune and Citrix Xenmobile. I handled service assurance at Level 3, resolved escalations, and troubleshooted Level 3 issues for MS Intune and Citrix Xenmobile, escalating to Microsoft and Citrix vendors as needed. I also had hands-on experience with iOS/Android devices and worked closely with clients and LOB application developers for successful deployment and testing.Overall, my experience and skills in MDM, troubleshooting, vendor collaboration, and service management make me a valuable asset in the field of mobile device management.