Support Escalation engineer Resume

SUMMARY:

To be associated with a company within which I will be able to utilize my Experience, Communication skill and Application knowledge for the benefit of the company as well as for personal growth and Professional advancement.

TECHNICAL SKILLS:

Operating System: Windows - 98, 2003, Ubuntu, XP, Vista, Linux, IOS, fedora, Unix.

Programming Languages: Shell Scripting, PL/SQL, Java.

Software knowledge: Mobileiron, MS-Office, Service-Now, Remedy, Oracle, Citrix, VMware, mcafee, RSA-(SecurID),Blackberry Dynamic(UEM),intelli IM(ios),Skype, Symphony, Geneos.

PROFESSIONAL EXPERIENCE:

Confidential

Support Escalation engineer

Responsibilities:

Most importantly understanding the exact issue faced by the customer and provide the resolution.
If required re-produce the same environment in our lab environment in order to find the appropriate solution.
DCR- Design Change Request on behalf of the customer for their complete environment.
Collaborating with different teams in Microsoft for getting resolution for the user’s issue.
CRITWATCH- working on severity A cases which need special attention and active troubleshooting.
Work on Escalated cases which are handled by the front line and provide an action plan to the Customer.
Mentor new engineer to guide them on Technical and process knowledge.
Provide on all the blades of Intune for the new hire within the team.
Review cases which are been aged for 30days within the team, provide them with the technical action plan and if need certain action plan update the same to the case owner.

Confidential

Senior Support Engineer

Responsibilities:

Most importantly understanding the exact issue faced by the customer and provide the resolution.
If required re-produce the same environment in our lab environment in other to find the appropriate solution
DCR- Design Change Request on behalf of the customer for their complete environment.
Collaborating with different teams in Microsoft for getting resolution for the user’s issue.
CRITWATCH- working on severity A cases which needs special attention and active troubleshooting.

Confidential

Senior Analyst- Mobility

Responsibilities:

Provide resolution on all the tools and server incase the user face any.
Change implementation on all the servers, application, and necessary upgrade patches.
Proactive approach towards streamlining the process by creating users Guide that will make user himself resolving the issue.
Testing of all the tools, applications, access, services running on server, testing of any update which needs to be deployed to end user.
Interact with the vendor for few application like MobileIron, Pulse Secure, Atos good (For Email),Blackberry, Wintel, IBM,RSA

Confidential

Service Analyst

Responsibilities:

Keep track for the order raised by user for the new IOS device.
Activation the user device and registering it on the Mobile iron server once we receive the incident related to the activation.
When user raised any incident with relate to the device or the application in the device, we make sure that we fixed the issue. Even if it is an IOS issue which should be taken care by apple team.

Confidential

Technical Support Engineer

Responsibilities:

Keep a track of the incidents created and follow up on resolution
Interact with the end users on on-going issues
Personally, take initiative to handle open incidents for the team and strive to resolution if unresolved
Extend help to users via e-mail or communicator, for instances when required

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