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), profiles,baselines, scripts, and sensors,running API calls in Postman tool.•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)•Handled all priority and critical cases within SLA.

->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 for high-profile demonstrations.->Enhanced server reliability by installing and managing critical AD/DHCP/DNS services and collaborating with cross-functional teams to meet SLAs.->Improved knowledge management by creating comprehensive documentation for troubleshooting RDS, VDI apps, and other network-related concerns.

->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 standardizing resolutions in ServiceNow.->Proactively handled OS alerts and escalated critical server administration issues, ensuring uninterrupted client operations.->Trained junior staff on advanced troubleshooting techniques, fostering a team capable of maintaining high customer service standards.