Supriya Shetty Email & Phone Number

Bengaluru, Karnataka, India

• Product supported – Workspace One UEM01/2023 – presentBangalore
• Handled GS lightning cases raised by India/Mena customers.
• Handle escalated tickets from Premier and production customers (SaaS/ OnPremise) reporting issues related to MDM (Device enrollment, ApplicationManagement, Security and compliance, Reporting, and Analytics).
• Enrolling devices (Windows/ Mac/ Android) in test labs to reproduce the issuesbeing faced by customers.
• Perform root cause analysis by analyzing traces using different tools.
• Validating and updating SSL certificates (SSL shopper/ SSL checker)

Bengaluru, Karnataka, India

->Resolved over 1,200 ServiceNow incidents, maintaining a 98% resolution rate for issues involving Windows Server, Active Directory, and Group Policy.->Delivered exceptional client support for O365, VPN, and BitLocker, achieving consistent CSAT ratings->Supported innovative client interactions in the Innovation Hub, ensuring flawless system functionality.

Bengaluru, Karnataka, India

->Delivered real-time chat and call support for over 500 clients monthly, addressing hardware/software issues and achieving an 85% first-call resolution rate.->Strengthened incident response processes by resolving issues related to VPNs, RDPs, and Citrix, reducing average resolution time->Enhanced customer experience by documenting recurring issues and.